Increase Fixly users trust in cleaning services by "Fixly Trust"
Project type
Individual project
Deliverables
Proposing a solution
Duration
1 day
THE CHALLENGE
Fixly is a startup offering various services. The goal is to earn the trust of customers interested in cleaning services. The research will aim to find out under what situations users currently use the offer, what are their habits. We will try to understand what obstacles may stand in theway of expanding the service.
DISCOVER
Fixly is an extension of the olx portal,that has been successful in the local market. Olx handles local advertisementfor buying, selling, renting, job offers. Fixly refers to a variety of services suchas plumbing, construction, removal of belongings up to the organization of parties.You post an ad and wait for the company to come forward with an offer. Contact followsa consistent pattern. After the assignment is completed, the contractors are evaluated.They are awarded stars and comments.
On the page above, you can see that the average rating for contractors is 4.8, and the average wait time for a response is 6 minutes.
User interviews
To find out what are the reasons for less interest in cleaning services and how we can change it,
I decided to conduct a qualitative research.
I have divided my questions according to familiar convention into four parts.
Each of them has its own purpose.
I decided to conduct a qualitative research.
I have divided my questions according to familiar convention into four parts.
Each of them has its own purpose.
About the user
- What do you do for a living?
- What does your typical day look like during the week?
- How do you usually spend your weekends?
- What kind of rest you prefer?
- Do you have a lot of responsibilities for running your home?
In this section I tried to understand my users better. Who they are, what their habits are.
General product questions
- Have you used the Fixly platform?
- Does anything trigger your flustrations using these types of platforms?
- Have you already used a cleaning service on such a platform?
- Have you had something go wrong when you or perhaps someone you know ordered cleaning services?
- Is there anything that would make you more interested in using cleaning companies?
- What criteria are important to you when choosing a cleaning service?
- Do you trust the ratings of other users?
These are open-ended questions about the product. They should not suggest answers to users.
Specific questions
- What is usually included in the description of janitorial services?
- What from the service description is critical to your decision?
- What assurance that the company is trustworthy would you find satisfying?
- What guarantee from the service would convince you to use these services?
- Would you be interested in monitoring the activities of a cleaning company?
- Did something make you abandon the cleaning service?
These questions may deepen the ones asked in the previous section that we found interesting.
They can also be based on business goals. Sometimes they are a result of previous interviews.
They can also be based on business goals. Sometimes they are a result of previous interviews.
Closing questions
- If you could create a feature yourself what would it be?
- Did something make you abandon the cleaning service?
- Do you have any questions for me?
- Can we contact you if we have any questions?
This is the part where you may want to go back to something. You may have taken notes
and want to ask about something in more detail. Here is the time for user suggestions.
and want to ask about something in more detail. Here is the time for user suggestions.
DELIVER
Analysis of the answers and solution proposal
Interviews with users provided information about their worries about leaving housing available
to cleaning crews. Users indicated that they were concerned about possible theft.
User feedback plays a major role in earning trust.
A large role in gaining trust is the recommendation of the service, which shows that the company is trusted.
From the research we can conclude that user feedback should be the basis for earning the badge of trust.
Users would be assured that the actions of cleaning crews are monitored and verified.
Collecting user feedback, having it verified by Flixly, and issuing a corresponding
trust certificate called "Fixly Trust" should encourage users to use cleaning services more often.
to cleaning crews. Users indicated that they were concerned about possible theft.
User feedback plays a major role in earning trust.
A large role in gaining trust is the recommendation of the service, which shows that the company is trusted.
From the research we can conclude that user feedback should be the basis for earning the badge of trust.
Users would be assured that the actions of cleaning crews are monitored and verified.
Collecting user feedback, having it verified by Flixly, and issuing a corresponding
trust certificate called "Fixly Trust" should encourage users to use cleaning services more often.
A/B tests and further project development
To determine if a trust certificate contributes to interest in a service, we can conduct A/B testing.
They can divide users in this case into two equal groups, although it is not always advisable.
In this case the risk of failure is low. We focus more on determining how much impact
our proposal has on improving the number of orders.
The problem that can arise is the difficulty for new companies that don't have many user reviews to get
their first orders. There may be a need to introduce a mechanism for new services providers.
They can divide users in this case into two equal groups, although it is not always advisable.
In this case the risk of failure is low. We focus more on determining how much impact
our proposal has on improving the number of orders.
The problem that can arise is the difficulty for new companies that don't have many user reviews to get
their first orders. There may be a need to introduce a mechanism for new services providers.