User Interview Affinity Map (Home Services) 2

User Interview Affinity Map (Home Services) #2
Services
Cleaning
Jose: Would like extra help with small tasks
such as laundry, and cleaning maintenance
TD: wants cleaning tasks taken care of
Patrick: Dislikes:
Cleaning bathroom
Herbierto: Priorities are:
Bathroom (cleaning bathtub)
Kitchen cleaning
Carpet cleaning
Heather: would like cleaning done a
couple times a month if it was in her
budget
Patrick: Would like cleaning for particular
areas of apartment that he doesn’t like to
clean:
Toilet
Dishes
Heather: would like deep cleaning services,
cleaning floors, base boards
LD: would like help with general cleaning,
ie. dishes, laundry, etc.
Outdoors
Pal: would like help with lawn duties; takes
too long
William: Likes outdoor, lawn care
Package
Patrick: Ideal package:
Grocery delivery
Cooking food
Dishes
Other
LD: relies on large tasks to be handled by
contractors
Steve: Would use on demand services in
an emergency, ex window breaks
Task Completion
Videos/DIY
Pal: watches Youtube for easy tasks
William: Simple tasks are handled
personally
William: Watches YouTube to get
information about design
LD: watches tutorial videos
Unscheduled
William: Tasks are done organically, if it is
needed then the task will be done.
Jose: Tasks are done organically, not on
a set schedule
Heather: very busy, doesn't usually have a
consistent cleaning schedule
Jose: Uses weekend mainly for
home maintenance
Values
Trust
Amna: Must be able to trust the service
Amna: Being prompt is required because
feels like on-demand is a luxury
Patrick: Trustworthiness, Security, Safety
Affordability
Pal: affordability is important
Herbierto: Would like solution that is cheap
and easy
Patrick: Affordability
Ease & Efficiency
William: Likes quick responses,
and instant availability
Steve: Easier and faster way to reach
professionals
Patrick: Efficiency
Quality
Amna: Important that contracts were
knowledgeable and did a thorough job
Patrick: Wants job done correctly
Transparency
Pal: wants to see information charges, taxes,
extra fees displayed in receipt
Influences
Reviews, Ratings, Word of Mouth
Heather: hired a contractor via word of
mouth
Pal: makes decisions based on Reviews,
Ratings, and Referrals
Heather: would prefer to hire someone if
they had good reviews, pictures, and
references
LD: makes decisions based on Ratings,
Review, word of mouth
William: Goes to Facebook for
recommendations, posts and waits for
responses
Herbierto: Factors he’d look for if
contracting:
Reviews
Rating
Website appearance
Years of experience
Steve: Experience with unreliable workers
Patrick: Feels more comfortable paying
more if rating is good
Herbierto: Doesn't like unknown worker in
his house with his personal belongings
Amna: Uses reviews and word of mouth to
decide on who to contract
Prices
William: Looks for price of tasks first, next
would be quality of work
Jose: Price of outsource is the main
concern
TD: makes decisions based on Prices,
Referrals, Time
Priorities
Renters
Jose: Rents, so any apartment
maintenance is done by the building
Jose: When renting, does not do
major improvements, but small DIYs
are ok
Homeowners
William: Prefers professional work other
than DIY
Patrick: Does not allocate budget
towards home improvement because he
has other priorities
William: Makes an investment towards the
place, so does not want to devalue
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