1. Priorities
1.1. Renters
1.1.1. Jose: Rents, so any apartment maintenance is done by the building
1.1.2. Jose: When renting, does not do major improvements, but small DIYs are ok
1.2. Homeowners
1.2.1. William: Prefers professional work other than DIY
1.2.2. Patrick: Does not allocate budget towards home improvement because he has other priorities
1.2.3. William: Makes an investment towards the place, so does not want to devalue
2. Influences
2.1. Reviews, Ratings, Word of Mouth
2.1.1. Heather: hired a contractor via word of mouth
2.1.2. Pal: makes decisions based on Reviews, Ratings, and Referrals
2.1.3. Heather: would prefer to hire someone if they had good reviews, pictures, and references
2.1.4. LD: makes decisions based on Ratings, Review, word of mouth
2.1.5. William: Goes to Facebook for recommendations, posts and waits for responses
2.1.6. Herbierto: Factors he’d look for if contracting: Reviews Rating Website appearance Years of experience
2.1.7. Steve: Experience with unreliable workers
2.1.8. Patrick: Feels more comfortable paying more if rating is good
2.1.9. Herbierto: Doesn't like unknown worker in his house with his personal belongings
2.1.10. Amna: Uses reviews and word of mouth to decide on who to contract
2.2. Prices
2.2.1. William: Looks for price of tasks first, next would be quality of work
2.2.2. Jose: Price of outsource is the main concern
2.2.3. TD: makes decisions based on Prices, Referrals, Time
3. Values
3.1. Trust
3.1.1. Amna: Must be able to trust the service
3.1.2. Amna: Being prompt is required because feels like on-demand is a luxury
3.1.3. Patrick: Trustworthiness, Security, Safety
3.2. Affordability
3.2.1. Pal: affordability is important
3.2.2. Herbierto: Would like solution that is cheap and easy
3.2.3. Patrick: Affordability
3.3. Ease & Efficiency
3.3.1. William: Likes quick responses, and instant availability
3.3.2. Steve: Easier and faster way to reach professionals
3.3.3. Patrick: Efficiency
3.4. Quality
3.4.1. Amna: Important that contracts were knowledgeable and did a thorough job
3.4.2. Patrick: Wants job done correctly
3.5. Transparency
3.5.1. Pal: wants to see information charges, taxes, extra fees displayed in receipt
4. Task Completion
4.1. Videos/DIY
4.1.1. Pal: watches Youtube for easy tasks
4.1.2. William: Simple tasks are handled personally
4.1.3. William: Watches YouTube to get information about design
4.1.4. LD: watches tutorial videos
4.2. Unscheduled
4.2.1. William: Tasks are done organically, if it is needed then the task will be done.
4.2.2. Jose: Tasks are done organically, not on a set schedule
4.2.3. Heather: very busy, doesn't usually have a consistent cleaning schedule
4.2.4. Jose: Uses weekend mainly for home maintenance
5. Services
5.1. Cleaning
5.1.1. Jose: Would like extra help with small tasks such as laundry, and cleaning maintenance
5.1.2. TD: wants cleaning tasks taken care of
5.1.3. Patrick: Dislikes: Cleaning bathroom
5.1.4. Herbierto: Priorities are: Bathroom (cleaning bathtub) Kitchen cleaning Carpet cleaning
5.1.5. Heather: would like cleaning done a couple times a month if it was in her budget
5.1.6. Patrick: Would like cleaning for particular areas of apartment that he doesn’t like to clean: Toilet Dishes
5.1.7. Heather: would like deep cleaning services, cleaning floors, base boards
5.1.8. LD: would like help with general cleaning, ie. dishes, laundry, etc.
5.2. Outdoors
5.2.1. Pal: would like help with lawn duties; takes too long
5.2.2. William: Likes outdoor, lawn care
5.3. Package
5.3.1. Patrick: Ideal package: Grocery delivery Cooking food Dishes
5.4. Other
5.4.1. LD: relies on large tasks to be handled by contractors
5.4.2. Steve: Would use on demand services in an emergency, ex window breaks