Urban Company Service Provider: Efficient Home Services & Customer Retention Metrics
"Explore the success story of Urban Company, an Indian service provider connecting individuals with professionals for home services. Learn about their funding, business model, user personas, and metrics driving customer retention and service efficiency."
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Presentation Transcript
Product Teardown: Urban Company
Urban Company Market Urban Company, formerly known as UrbanClap, is an Indian service provider company that connects individuals with professionals for a variety of home services. It secured $1 million in seed funding in 2015 and continued to attract investments through various funding rounds. Notably, in June 2021, the company raised $255 million in Series F funding, achieving a valuation of $2.8 billion by December 2021 As of July 2024, it received an additional $50 million from Dharana Capital Commission from Service Providers: A percentage of the fee paid by customers. Service Subscription Plans: Offers for frequent users. Add-on Sales: Products like beauty kits or cleaning supplies. Business Model Customer Retention Rate Tracks how many users return to use the service. Service Completion Rate Indicates efficiency and reliability. Average Order Value (AOV) Reflects the revenue per booking. KEY METRIC
Rahul Sahu 29 AC repair Nikita Tyagi 35 Software Developer Lives in Pune with children and working spouse Lives in Delhi with his family Sole breadwinner User Persona Goals Wants to book home services for repair and cleaning Needs high quality and reliable service providers She wants them to charge a fair price Goals Wants to grow his customer base Looking for customers who need his services Wants a fair price for his work User Journey See reviews before booking a session Pain Points Cannot findnew customers Doesn t know to market himself Struggles to keepupwith new market trends Instant Payment Pain Points Cannot manage her busy schedule Cannot rely on random service providers - Has trust issues Doesn t have the time to search and compare service providers User Experience The value created by UC Provide a convenient and reliable way to book services Schedule sessions at their convenience The value created by UC Connect with customers who need his services training to stay relevant Provide verified and well-trained professional service providers Ensure he is paid fair rates, handle payment processing for him Metrics
Step 1: Step 2: Step 5: Step 4: Step 3: Arrive at the landing page. Find your desired service Land onServices Page. Click on'View Details' for more info Arrive at Services Page again. Find 'View Cart' CTA Check for frequently added services. Click on 'Done' Land onthe Product Display page. Add the service to Cart User Persona User Journey (1/3) User Experience Happy Confused Happy Excited Excited Metrics
Step 6: Step 9: Step 7: Step 8: Find the Order Summary and proceed to add the Address Read through the guidelines and click on the CTA to proceed After adding the address, proceed to booking slots Find Plus Subscription Page. You can either opt for it or proceed further User Persona User Journey (2/3) User Experience Clueless Happy Excited Relieved Metrics Thanks for caring about me and my appliance's safety A great way to save some money on the go! Thanks for auto detecting my location Was not looking for a summary just yet, but okay i guess
Step 10: Step 11: Step 12: Step 13: Select the Date andtime for your service session. Proceed to checkout Review your order and Proceed to Pay Select from multiple payment options at your disposal. And make the payment After completion of the Payment, arrive at My Bookings Page User Persona User Journey User Experience Excited Happy Happy Satisfied Can bookthree days in advance and have lots of slots to pick from Metrics Very precise summary page for clarity Booking done, wow! It keeps me posted about the next steps
The Good Providing Rate cards for fair pricing Detailed Comparison of Services An SOS CTA on the Bookings Page to safeguard users at the time of ongoing sessions User Persona User Journey Option to design your own package Clear Service updates of sessions on Booking page Relevant Banners User Experience (1/2) Concise prompts to explore services Metrics
FEEDBACK Reduce the number of clicks to place an order by avoiding unnecessary summary page to edit the package Could provide a Go to Cart option from the PDP page itself instead of redirecting to Services Page, reducing the number of clicks taken to book a service User Persona Should be able to create packages for repair or servicing of multiple Appliances in one orders itself Should show prices inclusive of GST on the ap User Journey User Experience Urban Company leverages technology and a curated marketplace to deliver high-quality, on- demand services. Continuous improvement in customer experience and strategic expansion can help maintain its leadership position in the home services market. Metrics
