1. Influences
1.1. Reviews, Ratings, Word of Mouth
1.1.1. Heather: hired a contractor via word of mouth
1.1.2. Pal: makes decisions based on Reviews, Ratings, and Referrals
1.1.3. Heather: would prefer to hire someone if they had good reviews, pictures, and references
1.1.4. LD: makes decisions based on Ratings, Review, word of mouth
1.1.5. William: Goes to Facebook for recommendations, posts and waits for responses
1.1.6. Herbierto: Factors he’d look for if contracting: Reviews Rating Website appearance Years of experience
1.1.7. Steve: Experience with unreliable workers
1.1.8. Patrick: Feels more comfortable paying more if rating is good
1.1.9. Herbierto: Doesn't like unknown worker in his house with his personal belongings
1.1.10. Amna: Uses reviews and word of mouth to decide on who to contract
1.2. Prices
1.2.1. William: Looks for price of tasks first, next would be quality of work
1.2.2. Jose: Price of outsource is the main concern
1.2.3. TD: makes decisions based on Prices, Referrals, Time
2. Priorities
2.1. Renters
2.1.1. Jose: Rents, so any apartment maintenance is done by the building
2.1.2. Jose: When renting, does not do major improvements, but small DIYs are ok
2.2. Homeowners
2.2.1. William: Prefers professional work other than DIY
2.2.2. Patrick: Does not allocate budget towards home improvement because he has other priorities
2.2.3. William: Makes an investment towards the place, so does not want to devalue
3. Task Completion
3.1. Videos/DIY
3.1.1. Pal: watches Youtube for easy tasks
3.1.2. William: Simple tasks are handled personally
3.1.3. William: Watches YouTube to get information about design
3.1.4. LD: watches tutorial videos
3.2. Unscheduled
3.2.1. William: Tasks are done organically, if it is needed then the task will be done.
3.2.2. Jose: Tasks are done organically, not on a set schedule
3.2.3. Heather: very busy, doesn't usually have a consistent cleaning schedule
3.2.4. Jose: Uses weekend mainly for home maintenance
4. Values
4.1. Trust
4.1.1. Amna: Must be able to trust the service
4.1.2. Amna: Being prompt is required because feels like on-demand is a luxury
4.1.3. Patrick: Trustworthiness, Security, Safety
4.2. Affordability
4.2.1. Pal: affordability is important
4.2.2. Herbierto: Would like solution that is cheap and easy
4.2.3. Patrick: Affordability
4.3. Ease & Efficiency
4.3.1. William: Likes quick responses, and instant availability
4.3.2. Steve: Easier and faster way to reach professionals
4.3.3. Patrick: Efficiency
4.4. Quality
4.4.1. Amna: Important that contracts were knowledgeable and did a thorough job
4.4.2. Patrick: Wants job done correctly
4.5. Transparency
4.5.1. Pal: wants to see information charges, taxes, extra fees displayed in receipt
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