Finding reputable local businesses can be challenging during emergencies. Today, fake reviews, slow response times, and hidden fees create a frustrating experience, driving 15% of customers toward alternative solutions where they end up paying 21% more for repairs. I recognized the need for a platform that helps people quickly discover and reserve trustworthy local services in urgent situations.
My Role
Product designer
Prototyping
Researcher
Unreliable services in time of emergency
During primary research, I discovered that people don't have time to find and verify services they need during emergencies. Searching and going through reviews is exhaustive and time-consuming. Unexpected emergencies like a broken fridge or plumbing issue demand immediate attention for a business, which is not met with current solutions due to delayed availability, resulting in a frustrating experience.
Solution
Help people with fast and reliable business discovery
I designed the platform to offer a seamless experience through two primary methods:
Implementing an AI-powered option where users can describe their urgent needs and receive tailored service recommendations filtered based on their preferences.
Enhancing the traditional search experience, optimizing it into three easy steps.
Reducing anxiety with live service tracking
Another pain point that surfaced was for real-time tracking after booking. Visibility of the service providers location alleviates anxiety particularly in time-sensitive situations. Live tracking system inspired by Uber's map interface, empowering customers to monitor the service provider's progress and communicate directly if required.
When conducting the market research, I discovered a significant pain point "it is difficult to compare & analyze businesses quickly". To address this need, I design a solution to leverage machine learning algorithms to analyze extensive historical data, generating high-level insights. Providing insights empowers customers to quickly assess & determine which option best aligns with their needs.
MVP user feedback is positive with some suggestions for improvements. Continuously seeking and incorporating user feedback will ensure the experience is user-centric and continues to support evolving needs.
Measuring impact
· 95% positive feedback on overall experience
· 80% users found live tracking critical in emergencies & key to adoption
· Reliable and verified reviews gave users confidence and reduced uncertainty
· Users would use this solution especially in emergencies