Dsp Brochure

Offerty

Vision

Insights

Quick communication

Analysis

Job journey

Concept

A good match?

Process

Validation

Future steps

OFFERTY

Effective documentation Job satisfaction VIEW DEMO

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Offerty

Vision

Insights

Analysis

Job journey

Concept

A good match?

Process

In the future clear, easy and open communication between the SP and the client will ensure job satisfaction for both parties.

Validation

Future steps

Offerty

Insights

Vision

Analysis

On the mismatch of expectations...

“

The SP was supposed to put down two rows of tiles, but he misunderstood the job and did it wrong.

Luckily I was home to tell him it was wrong.

–Consumer

Concept

A good match?

On client satisfaction...

“

“

It varies a lot if the SP meets the expectations.

Some are really professional, others are really not.

–Consumer

”

are going to do, but also what you are not going to do and email it to the customer. Voice to text or image to text is something valuable, it can save time and administration.

–SP

”

”

One very important aspect is the goodwill of customers.

“When they are happy with the work, they recommend me to their friends and they will also contact me. ” –SP

On age related technology adoption...

“

I am old fashioned so a mobile application like this isn’t for me.

But I think my son here will like to use this.

–SP

”

“

This seems like something good for the younger generation. They do everything on their phone, which is convenient. My son is law is an example of that.

–SP

”

On the lack of communication...

“

“

“

”

”

”

Future steps

on white, so confirm everything you discuss on the phone also by mail.

If you don’t, consumers have a good case for legal actions when something goes wrong.

–SP

”

On paying for a service...

The hoped result is not It happens that something always met. For instance due is agreed upon upfront, but to the professional deciding things change during the job to do something differently, and the agreement is not because that is better, and changed accordingly. not discussing that during the –Consumer job.

–Consumer Unsatisfied clients due to misunderstandings and imperfect communication is something I recognise very well.

–SP

Validation

I always make a job draft It is very important for “which “ includes what you everyone to have it black

I think it is very important to keep the client satisfied. If it isn’t good enough you go back and do it again or even bring in someone with more expertise to help out.

–Consumer

”

Process

On the importance of data logging...

“

You have to make sure your client is happy, you have to do your best so the work you deliver is right and good.

–SP

”

SP interviews conducted at: Bouwmaat - 7, Wasco - 6, Mastermate - 6, Hornbach - 6 Customer interviews conducted: over phone - 6

Job journey

“

Every time something changes along the way it has to be communicated. When costs are involved the client needs to approve.

–SP

”

If I can get a job by “sending my portfolio

me the time “and(Foreffort to learn

really quickly to a client and I end up with the job, then 10 or even 100 euros might be valuable.

–SP

something technical in general, is too much effort.) I guess that 5 euros per month would be an acceptable price.

–SP

”

”

Vision

Analysis

Insights

Job journey

Concept

A good match?

Process

atch of expectatio ns Mism Inadequate communication leads to skewed and unrealistic expectations by consumers

?

Doc um en tin g

Offerty

!

Insecure about learning new technologies

Proper data logging is of the utmost importance. Making good agreements on what is (not) to be done prevents problematic expectations

Rather sticks to the status quo

Problem statement:

Design implication:

To solve the problem statement, the focus of the design should be on improving communication at the start of the job.

tion isfac Client sat

Design implication:

The SP want to keep

to ensure payment and future job possibilities.

During jobs, unexpected things happen. These need to be well comunicated, but

Design implication: The design needs to be convenient and less time consuming than currently existing tools that can solve the problem statement

Properly communicating needed changes needs to be possible in the design, while at the same time also keep up with the above mentioned ‘proper data logging’.

Design implication: €5 euro per month can be a good starting price.

m co of ck La

agreements made earlier.

m un ica tio n

product has been proven, this price can follow accordingly.

If value x2 then monthly price x2

5 – 10€ a month

For the SPs, the price of a product should clearly follow the more they are willing to spent on a monthly fee.

5 to 10 euros per month seemed reasonable to most SPs.

Pricing

Generational

Design implication: To reach the older generation of SPs, the design of the products must accomodate for quick and natural learning: be very clear, simple and recognisable. Learning to use it should be as easy for them as learning to use a new power drill.

target group of SPs

Already has devised ways existing (digital) tools On board when added value is proven Quickly adopts new technologies

ption of technology Ado

Sceptic about gain vs. the time it costs them to learn

There is a mismatch between the consumer’s expectations and the results delivered by the SPs

Validation

Future steps

Offerty

Current

Offerty

Vision

Insights

Analysis

Job journey

Concept

A good match?

Process

Validation

Setting Expectations

Execution

Making agreements

Planning

Customer satisfaction

Review payment

Defining job

Communication

Maintenance

Reviews

First contact

Start job

Complete job

Job fully done

Documenting agreements

Facilitate clear communication

Add job content to portfolio

Aligning expectations

Actively manage expectations

Creating shareable tasklist

Keeping track of progress

Promosing future possiblities

Future steps

Offerty

Vision

All and any jobs in one place

Insights

Analysis

Job journey

Concept

A good match?

Process

Validation

Future steps

Making agreements made simple

Type, record or picture, it’s your choice

Quickly and easily accessible

Offerty

Vision

Keep track of all your jobs

Insights

Analysis

Job journey

Concept

A good match?

Process

Validation

Future steps

Keep your client up to date in seconds

Get reactions without interrupting your workflow

All crucial information in one place

PREVIEW HERE

Offerty

Vision

Insights

Analysis

Job journey

Concept

A good match?

Enhance Werkspot image

Data on customer

Werkspot

Data on SP’s

Offerty

Customer satisfaction

Data on jobs

Reputation Added value for the SP Show efforts made for SP

Future steps

Adoption to technology - Some SPs have shown to be interested in digital applications to make their working life more easy and also provide extra services to their customers.

- Other SPs might need to build trust in the product first. For this segment it would be interesting to try the product for free for a couple of weeks ans then get on a subscription model.

Revenue

Take away negative stigma

Validation

Werkspot’s reputation - Research has shown that Werkspot has a negative image among some SP’s.

- By making efforts to improve the life of the SP Werkspot can make itself more attractive to SP’s

Value added = Willingness to pay

Attract non– Werkspot SP’s

Process

Become more SP–centric

Improve SP’s workflow

Less stress Clear communication

Worklife more enjoyable

Revenue - SP’s only want to pay for a service which really works for them, while the success rate of adoption is highly dependent on the workflow of the SP. - During research we found SP’s are willing to pay for a service like this as long as the costs are in balance with the value offered for them.

- Our assumption that a subscription costing around 5-10 euro per month is reasonably priced, was validated with some SP’s - Further research has to be done to confirm in more detail.

A good match - Werkspot is a highly valuable partner for a concept like Offerty. - Making use of the large network of SP’s from Werkspot can be a great starting point for Offerty - Werkspot can also collect more data about the jobs, SP’s and consumers to improve their overall service offering

Offerty

Vision

Insights

Analysis

Sprint 0

Job journey

Sprint 1

Pivot Sunidee Call Ilona

Research Bouwmaat

A good match?

Process

Sprint 2 Research Wasco

Werkspot Academy

Werkspot

Concept

Werkspot Academy 2.0

Research Mastermate

Validation

Future steps

Sprint 3 Offerty 1.0

Research Hornbach

Offerty 2.0

Consumer calls New directions

Define primary task

Final pitch

Werkspot HQ - Understanding the business objectives

Detailing the Werkspot Academy idea, “How would it work and fit in the SPs life?”

Werkspot HQ - Pivot by brainstorming and idea generation

Analyse mid term feedback and try to identify the core of our concept

Sunidee - Initial idea generation, questioning: “How might we make the work life of the SP care free?”

Research executed at Bouwmaat

Identifying friction points in life of SP: - Relook at the SPs problems - SP customer journey/relation - Journey of the job

Core product function: - Aligning expectations - Establish satisfaction - Clear communication

Our idea: Werkspot Academy A meetup between SPs and those who can help them to become better at the secondary tasks

Detailing the academy concept. What did we come up with?

Potential directions from friction points: - Werkspot Vans - Payment service - Communication solution

Defining primary task of the concept: - Set tasks and enable sharing - Minimize mismatch of expectations

Call with Ilona Albers (Sr Marketing executive) to discuss experience with a similar idea Planning first research session at Bouwmaat, “How does the life of a SP look like?”.

Synthesing data from research by clustering main insights into themes

Werkspot Academy 2.0 - A place for learning, inspiration and collaboration. Available both online (forum) and offline (meet ups)

Customer calls to obtain more insights.

Direction of communication problems chosen based on consumer calls

Planning second research session at Wasco, “Are SPs willing to invest time in such a concept?”. Tested with MVP

Planning third research session at Mastermate, “Does our concept help the SPs communicate better with their clients?”. Tested with MVP

Planning third research session at Hornbach, “How does our solution add value for the SP?”.

Tested with MVP

Research resulted in pivoting in sprint 2

Preparing for Mid term presentations

Preparing for final pitch and website design

Offerty

Vision

Insights

Sprint 0

Risky assumption Research objective

Research

Outcome

Next steps

Analysis

Job journey

Sprint 1

Concept

A good match?

Sprint 2

Process

Validation

Future steps

Sprint 3

SP’s are interested in learning more skills related and unrelated to their jobs. _ For SP’s - What does a day in the life of an SP look like?.

For Ilona - What were the challenges faced and why was the idea discontinued?

SP’s see the value add of attending sessions at our “academy” for their job and network. _ Are SP’s willing to invest their time in this?

SP’s are aware of the communication gap and are willing to adopt our solution to solve this. _ For SP’s - Does our concept help the SPs communicate better with their clients?

For Consumers - What are the biggest challenges consumers face while interacting with SP’s?

SP’s would use our concept over whatsapp because they see an added value in it. _ How does our solution add value for the SP?

_ Research session conducted at Bouwmaat with 7 SP’s. Skype call with Ilona Albers (Sr Marketing Executive) to learn about the previous Academy venture. _ SP’s lead very busy lives and generally have long days (7am to 7pm). They are pressed for time and appreciate things that can help them save time spent on tedious tasks (e.g.

Administration). Although they enjoy face to face conversations, it was difficult to get SP’s to give their time and build loyalty towards the academy.

_ Testing session conducted at Wasco, Den Haag with 6 SP’s.

_ Testing session conducted at Mastermate, Delftgauw with 6 SP’s. Phone interviews with 6 consumers.

_ Testing session conducted at Hornbach, Den Haag with 6 SP’s.

_ Most SP’s are not interested in learning more outside of their job. They did not see the need for this concept. They all stated that they don’t have the time to participate in the sessions.

_ Most SP’s had poitive reactions to the concept.

Most SP’s currently also document all their agreements (made verbally) over email. They stated that this concept would help them have all documentation in one place.

_ Create a “Werkspot Academy” MVP and test it with some SP’s to gauge reactions.

_ The “academy” idea was invalidated and we failed fast. Decided to pivot to another idea.

_ Most SPs were aware of this problem and would appreciate a solution for it. Updating clients during the job was an important step for them.

However a big competitor for our solution would be whatsapp, which most SPs use on a daily basis. On the other hand, a few consumers had trouble with SP’s not delivering what was discussed at the job start, leving them feeling dissatisfied with the SP and Werkspot. _ Identify the real value add for SP’s. Why should they use our app over whatsapp?

_ Create mockup wireframes for the solution.

Prepare final pitch and website.

Offerty

Vision

Insights

Layout and design

Analysis

Job journey

Concept

A good match?

Process

Validation

Future steps

Marketing and positioning Value add when the job is complete

Voice to text implementation Broader array of functionalities

Proven added value for most SPs Implement when technology is ready Partner with companies that have already implemented this technology successfully

I.e. automatically create invoices I.e. built in rating system I.e. 360 degree pictures for portfolio application Grow posibilities, stay within core of the product or scale towards a broader scope