In recent years, with the increase in user demand, the habit of users looking for housekeeping services online has continued to develop. "Internet + housekeeping" has become an inevitable trend in the development of the housekeeping industry. Housekeeping consumer email list services will shift from labor-intensive services to professionalization, specialization, and knowledge, and the quality will continue to improve.
58.com Daojia Selection is a self-operated brand of Daojia service under 58.com. It is committed to providing high-quality, standardized and guaranteed life services for each customer.
In the platform model, the platform connects consumer email list both ends of supply and demand. The auntie on the supply side is closest to the user on the demand side. In order to provide users with high-quality services, 58 Daojia Selection strictly regulates the service level of Daojia aunts, and defines each service. The scope and standards of services are specified, and service personnel need to perform services in accordance with the regulations.
In order to manage service personnel more conveniently and continuously provide users with quality services, the platform has established 58 Auntie Terminal to manage and maintain the Auntie.
02 Practice
1. Preliminary research
After the first phase of 58 Auntie was launched, a research and analysis was conducted to further understand the usage of Auntie. The survey results show that the sus score of the first phase is 66.5 points, and the success rate of aunt's operation is 90 points. Judging from the survey results, the data after the first phase of the launch is still quite impressive.
But overall, there are still some points that can be optimized.
2. Understand the business and tap experience opportunities
The ultimate purpose of the platform to build 58 Auntie is to improve the quality of service by controlling the Auntie. Then 58 Auntie, as an important service carrier for Daojia selection, plays a pivotal role in the Daojia service industry.
Its content not only includes the experience of the aunt, but also includes the distribution + evaluation system. Therefore, the design must not only continuously improve the experience of Aunt 58, but also find and solve the problems in the link through the thinking of the whole link.
Focus on the core path of auntie service, sort out the key contacts before, during and after service from the overall nodes of the service path, and explore design opportunities.
1) find the problem
Before service: Auntie has to take a photo and upload a photo of her grooming instrument every time she takes an order, which leads to low efficiency. At the same time, we learned through research that Auntie is very interested in rewarding sign-in, and we did not put interests in front of the terminal to attract Auntie to sign in.
During the service: Since it is difficult to control and track during the service, the evaluation after the service is particularly important.
After the service: After the service is completed, the aunt invites users to make evaluations. Through research, it is found that it is difficult to reach all users by on-site evaluation.