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Improving the Hiring Experience for Customers & Professionals in Online Local Service Marketplaces

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Four members of the online local marketplace senior project team pose for a photo

Team Members
Nicholas Benavides, Matt Lunde, Charlie Xu, Elijah Zenger

Faculty Mentor
Edison Tse

The Client: An online marketplace with more than 800 categories of local services, primarily focused on home improvement and event services (company name omitted by request)

The Problem to Solve

How can we improve the customer experience in order to increase the hire rate of contractors working through the marketplace?

Engineering a Solution

Tools and Methodologies

  • Competitive research and analysis
  • User survey data analysis and trend analysis
  • User interviews

Recommendations and Deliverables

  • Create a social media network within the online platform to facilitate referrals.
  • Reinforce phone interaction for contractors within the hiring process, as it is desired by users and associated with increased hire rate.
  • Explore facilitating in-person consultation for complex jobs.

All 2019 senior projects