Improving the Hiring Experience for Customers & Professionals in Online Local Service Marketplaces
Nicholas Benavides, Matt Lunde, Charlie Xu, Elijah Zenger
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.