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UStaad
Opportunity
Goal
We have all experienced unplanned malfunctioning of our household devices and appliances. Reaching to the right customer service channels that can help resolve these issues quickly is typically a hassle with the current systems in place.
Design a mobile solution, with smart logic in place, that can connect the right service personnel with the necessary craft and level of expertise to resolve such situations efficiently. Leverage technology that can use LLM to make the experience seamless for both the appliance user and the service personnel. Developers are given designs but are not part of the design iteration process, do not see research playbacks, and often times do not get to communicate that closely with each other. [Design] needs to include development when sharing research or early prototypes of UIs.”
What did I understand?
To do...
Hi!! This is a self talk section* This is Vedant thinks out loud
Hi!! My friend hope you watched the video, we will uncover and decode the conversations,findings up ahead
Take in consideration that I have to understand the problem, define it, make informed decisions & articulate my thought process.
So here we goooooo! :)
Problem Understanding: So the user is struggling with finding the right service personnel for appliance malfuctions, current systems seems to be inefficient & frustrating
Approach: Design a smart mobile app using LLM to match users with skilled personnel, ensuring quick and seamless issue resolution.
I basically have to make an app which in a condition of an electrical appliance disfunction connects the user with an service provider which currently is a little tedious.
The real Problems
Are these even the real?
Inefficient Service Matching: Users struggle to identify the right service provider with the required expertise, leading to delays and frustration.
Complex Processes: Booking, tracking, and resolving issues often involve navigating multiple steps or platforms, making the process tedious.
Lack of Transparency: Users have limited visibility into service timelines, costs, and provider credentials, reducing trust.
The issues identified so far stem from surface-level observations and initial conversations. While they highlight pain points, they might not capture the complete picture or the root causes. To know the real problems we have to look at,
-User Behavior
-Service Provider Perspective
-Systemic Issues
Let’s question the questions, cause what might seem as a problem might be caused of a greater simpler issue.
Some issues may stem from the company level. Resolving these will likely require increased infrastructure or manpower.
True but let’s not forget the factors like warranty, city tire(1,2,3)..... Thinking about it!
Let’s take a seat and observe!
Let’s not play the blame game....
Why is it happening?
Initially, I was quick to jump to conclusions and focused on potential solutions. However, after discussing with various individuals and observing the situations firsthand, it became evident that a significant portion of the problem lies in a lack of application knowledge. Many users are unfamiliar with the applications, leading to a two-fold issue:
Immediate Action or Prolonged Wait: Users often resort to immediate action, which may not always be the optimal solution, or they are forced to wait for a repair technician to intervene. This waiting period can disrupt workflows and hinder productivity.
Interrupted Activities: The downtime caused by these application-related issues can lead to significant interruptions in daily activities. Users may be unable to complete tasks efficiently, resulting in decreased productivity and potential frustration.
Lack of Training &
Onboarding
Rapid Technological
Change
Oooooo! Intresting...
Look!!
Exploration.
Understanding Utilities Services
Diving into Utilities Services: Key Things to Know and Learn
Utilities services are essential public services that provide essential resources like electricity, gas, water, and waste management. These services are typically provided by regulated monopolies, ensuring reliable and affordable access for consumers.
Network
Infrastructure
Regulatory
Bodies
Customer
Relationship
Increased Load on
the Grid
Distribution
& Metering
Rate
Structure
Compliance & Risk Management
Demand for Renewable Energy
Advance Metering
Infrastructure (AMI)
Cybersecurity
Regulatory
Framework
Customer Service
& Billing
Emerging Trends & Technologies
Infrastructure &
Operations
Too much info right...!!
-Emerging technology is very imp!
-As we are going towards green
energy we definitely would need
services catering it! Vedant pls...
Yes yes I know!!
He finally showed himself, ok now quitely listen to the story!
In a world buzzing with smart devices, lived a smart fridge named Frosty. Powered by the green energy of Vedant's solar panels, Frosty was more than just a refrigerator. He was a guardian of fresh food, a silent sentinel of the kitchen.
One day, Frosty began to act strangely. His cooling system was faltering, and his sensors were sending out distress signals. Panic set in, as the thought of a fridge malfunction was a nightmare for any household.
But fear not! Frosty's friend, a helpful AI app named "FixIt," sprang into action. It detected the issue, analyzed the problem, and automatically alerted a local repair technician. The technician, equipped with the necessary tools and knowledge, arrived promptly to fix Frosty.
Thanks to the power of AI and the quick response of the repair team, Frosty was back to his usual self, keeping Vedant's food fresh and delicious.
A Smart Fridge's Tale
Story is noice...but what is it telling us?
This dumb bird!!!!!!
(Isn’t it into some service??)*
Let’s narrow it down to our scene
Points like Rate Structure, Customer Relationship were observed in the interview.
The Lesson
Just like Frosty, our world is becoming increasingly interconnected. From smart homes to smart cities, technology is shaping the way we live. By embracing innovation and leveraging AI, we can create a more efficient, sustainable, and resilient future.
Now I get it!
Research
Ojective, Users Problems , Insights
The objective of the interviews was to understand the real pain points people face when their appliances break down. I wanted to know:
Problems faced,
How they currently handle repairs – who they contact, the process they follow, and how long it takes.
What challenges they face – delays, trust issues, costs, or lack of updates.
What they expect in a solution – speed, reliability, or convenience.
People don’t have a one stop solution, it’s clear as day.
Majority of them have not heard about any app or company who caters to this problem.
Please ignore this bird! _/\_
Should we start a company then!??
Till we make this I have asked the bird to look for other apps similar space
...
...
Delays:
Service takes too long, especially for larger appliances.
Lack of Updates:
No clear idea of when the technician will arrive.
Urgency Mismatch:
No way to prioritize repairs based on how critical the issue is.
Urgency Mismatch:
No way to prioritize repairs based on how critical the issue is.
Reliability Concerns:
Local technicians may lack the required expertise for complex appliances.
High Costs:
Fees for brand services are often higher, leading users to seek cheaper alternatives.
Watch before scrolling
Click here
Insights from Users
Smartphone Usage: 100% of the interviewed users have smartphones and are familiar with apps like Zomato, Instagram, Facebook ( These apps are fairly complex in nature)
Awareness: People are open to using apps that offer efficiency, transparency, and value.
Here’s what I think!
This bird....
Can we name the app APPY?
That’s .....actually a good insight! Sorry my bad. I might have a surprise for you!
These things can help I guess...
Zomato-like Speed
People expect a fast, on-demand service experience, similar to food delivery apps.
...
Urgency Meter
Users want to adjust the urgency of their repair requests to balance convenience for both parties.
Platform Awareness
Only some users mentioned platforms like Justdial or UrbanCompany, largely influenced by ads and ecosystem familiarity.
Appliance-Specific Needs
Critical appliances like fridges require immediate attention, while others, like mixers, can wait.
Brand Trust for Expensive Appliances
For costly, branded appliances, users prefer authorized professionals over local technicians to ensure quality repairs.
Cost Advantage with Companies
Booking through the company should be cheaper than directly contacting technicians.
Companies have cost benefits like bulk material purchasing, tax savings, and funding.
Transparency and Reliability
Users value clear timelines, professional expertise, and affordable pricing for a trustworthy service experience.
Let’s first finish this birdie.. I'll let you know when the time’s right.
Who are the Audience?
Based on primary research
Adults Aged 25 to 39
Household Decision-Makers
While the app can be used by everyone, the primary target audience is,
Hey, I am back I have some apps which you asked for! have a look
Justdial
Knock Man
Onsitego
HomeTriangle
Urban Company
Quick SWOT
Knock Man
Strengths
Direct and user-friendly approach for connecting users with service providers.
Focus on solving urgent issues, which is valuable in time-sensitive repairs.
Weaknesses
Limited information about its reach and presence in the market.
Might lack diversified services compared to more established competitors.
Opportunities
Potential to expand the service variety (e.g., appliances, plumbing, electrical) to increase user base.
Integration with local businesses to offer better pricing and faster response times.
Threats
Competition from bigger platforms like Urban Company and Serviz.
Dependence on local service providers could limit scalability.
Home Triangle
Strengths
Good range of services from cleaning to appliance repairs.
User-friendly interface and an easy booking process.
Weaknesses
Limited geographical reach, which may limit user adoption.
Service reliability could vary based on the technician assigned.
Opportunities
Expansion into more cities and offering emergency repair services.
Partnering with appliance brands to offer special deals.
Threats
Well-established competitors like Urban Company might dominate.
Local vendors could undercut prices and reduce the appeal of using HomeTriangle.
Urban Company
Strengths
Strong brand recognition with a large user base.
High-quality professionals and services with transparent pricing.
Weaknesses
Pricing can be on the higher end, making it less attractive to price-sensitive customers.
Service availability might sometimes be limited due to demand spikes.
Opportunities
Expanding services to more regions and offering more personalized services.
Introducing subscription models for regular home maintenance.
Threats
High competition from local service providers offering cheaper services.
New startups or apps with better features could disrupt the market.
Onsitego
Strengths
Offers comprehensive after-sales services, especially for appliances.
Strong focus on warranties and protection plans, appealing to users wanting extended coverage.
Weaknesses
Limited to post-sales services, so it doesn’t cater to emergency or on-demand repairs.
Could be expensive for users who don't require long-term protection.
Opportunities
Expanding into real-time repair services or quick troubleshooting.
Partnering with major appliance brands for exclusive deals.
Threats
Competitors who provide more immediate, on-demand service (like Urban Company).
Shifting market dynamics where users might prefer instant solutions over warranty-based services.
JustDial
Strengths
A trusted name in India for local search and service discovery.
Extensive reach across urban and rural areas.
Weaknesses
Can suffer from outdated or inaccurate business information.
Opportunities
Potential to expand into premium services like home repairs and bookings.
AI and IoT could personalize recommendations.
Threats
Faces strong competition from platforms like UrbanClap and Google.
Potential scrutiny over data privacy and consumer protection.
Urban Company is everywhere....
What to do now! :(
Urban Company excels in building customer trust, offering convenience, and providing a seamless app experience. Its platform ensures all service providers are well-trained, delivering reliable, high-quality solutions.
This approach appeals to users who prioritize professionalism and expertise. While its premium pricing may deter budget-conscious customers, it remains a top choice for those valuing superior service over cost.
Sounds like Naturals Ice-Cream, premium food catering top peeps...
KING
Better to be The
Inspired by REBEL FOODS
of a small place than a Small man in a big kingdom...
Click for info
Strategy Breakdown with Rebel Foods Comparison
Swiggy Comparison
Related Services: Rebel Foods expanded within its core by offering varied cuisines under different brands, all from the same kitchen.
New Markets: They focused on delivery-first kitchens to expand geographically, avoiding dine-in costs.
Innovative Features: Technology and data analytics helped optimize menus, predict demand, and reduce preparation time.
Rebel Foods transitioned from a single restaurant (Faasos) to a cloud kitchen model, creating multiple virtual brands like Behrouz Biryani and Oven Story. They optimized resources to target specific customer needs.
Swiggy struggled with cloud kitchens (Swiggy Access) due to its reliance on partner restaurants and lack of culinary expertise. Rebel’s focus on operational efficiency made it succeed in the heavy cloud kitchen model, while Swiggy stayed light with delivery.
What should it have?
Key features & Creative Spice! :)
And ofcourse other features like service history, customer support chatbot, auto reminder as applience drops.
Did you forget me :(
Shouldn't it also have a good branding?
And yes let’s not forget good branding!
Ai ChatBot
Helps you actually solve the
problem by yourself, guides you and teaches you. Also tells you appliance heath
Urgency Meter
Helps you actually solve the
problem by yourself, guids you and teaches you.
Lowest Pricing
On a company level it can get a lot of benefits. Wholesale rates for all the materials & other tax benifits
Slow & Strong
Company will initially cater small areas to maintain the supply of repairers.
Information Architecture
Birdie the surprise I was talking about!
Why don’t you become the Mascot for the App??
My name is UStaad
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Noto Sans
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And I would love to be the Mascot!
You talk a lot & you are not so dumb...
So?
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