HomeBreeze Pro App

HB Pro is a mobile app used by HomeBreeze’s network of service professionals to complete jobs for their customers, similar to the Uber Driver app.

Outcome

A month after launch return visits to fix issues were reduced from 30% to less than 5% of jobs. We were able to scale, accept more jobs and onboard additional service pros to HomeBreeze the network.

Why Make an App?

Scale, HomeBreeze couldn’t keep up with demand while managing all service jobs manually.

Align service pros with customer’s expected outcome.

Data collection to power AI efforts.

Product Discovery 

I shadowed service pros for a week, observing their process, asking a million questions, and sometimes even helping them install water heaters.

Job details were scattered and scope often misinterpreted which caused a majority of the return visits to jobs.

Travel time to the job was significantly impacted by picking up materials from supply houses that were out of the way, leading to pros being late to the job.

Pros would regularly complete the work and leave the job without notifying the customer.

Prototypes & User Testing 

Challenge: Pros were not enthusiastic about using an app, HomeBreeze and our customers would benefit but pros didn’t see how they would.
Solution: Incentivize usage by giving immediate payout for completed jobs using the app.

Challenge: Service pros would only glance at the job details and mark the job completed without understanding scope or uploading photos.
Solution: I created a guided flow that moved step by step through the process with required actions before proceeding.