Problem

The current solutions on the market struggle with providing time-sensitive support required to meet the user’s needs. In limiting customer-provider communications prior to service scheduling, and not performing provider background checks it is difficult for users to trust that they will receive professional service in a timely manner.

User research indicates that homeowners had trouble finding trusted providers due to lack of reviews combined with limited immediate availability. Consequently, they often ended up hiring providers based on availability alone, which in some cases resulted in higher costs, unsatisfactory results, and even in additional damage caused by unprofessional providers.

When homeowners were asked regarding their main challenges and concerns when faced with home emergencies, many responded that they had trouble trusting the quality of the work and felt that they were being overcharged. Regarding the considerations when choosing which provider to hire, 70% prioritized provider’s availability while 30% chose reviews over availability. Regardless of their decision motives, 83% were uncertain that the provider is reliable prior to the repair completion and %66 believe they were overcharged. 100% of homeowners said they would use a product that had liability coverage even if they didn’t have an option of choosing the provider, and 50% said they would use a product that would automate the research and hiring process, guaranteeing the service within 12 hours. 70% of homeowners shared that they used only their mobile phones to search for and hire providers.