1. Research Outcomes

We met with both tradies and customers over the period of a month to understand their needs and frustrations with how they’re currently interacting. We met with both tradies and customers over the period of a month to understand their needs and frustrations with how they’re currently interacting.

2. Design Outcomes

Through understanding their needs, we developed an early working MVP that we could place in the hands of tradies.

Each tradie was requested to use this tool to organise and execute their work jobs for the next 2 weeks as we documented their process.

3. Product Outcomes

The more they used it, the more we learned. 3 times a week we would get in touch with the tradie to discuss what was working well, and what wasn’t.

The MVP went through 15 iterations during the prototyping phase, changing each day based on what we learned and could anticipate.

At the end of the prototyping phase, we review the habits and behaviours of the tradies and how they changed over time. We saw a sense of control returning to tradies and a willingness to reject or explore jobs more often depending on the interactions with their customers.

Those in higher demand were more engaged with the customers and spent more time interacting, instead of leaving them unanswered.

4. Final Outcome

All of the research and prototyping accumulated in a suite of tools called ‘Bridge’ Bridge focused on showcasing the value of interaction between tradies and customers, instead of price being the leading factor.

Bridge contained tools to help tradies up their marketing, improve customer relationships and most importantly gather more information about a job before making a site visit.

Bridge was brought back inside the Sensis family and renamed Pocket Office https://www.yellow.com.au/bridge-pocketoffice/