KB Contractors TX

Pain Points/Insights

Throughout my interviews it became obvious that there were three different stages to engaging the work of a contractor, and thus pain points, or at the very least concerns, in each stage.

While the scope of the project was limited to redesigning the website, the insights revealed about the other two stages were useful in ideation and prioritization. Future concerns beyond choosing a contractor are just as valid and deserve recognition.

Beginning (website and choosing a contractor):

• Homeowners search for more information about what services the contractor provides and precise work the contractor has done to gauge if they are a good fit for the project.
• Homeowners search for more information about the business and its workers to gauge the contractor’s integrity.

During the process:

• Homeowners express resentment at having to be responsible for project management and maintaining lines of communication as they are paying for the service and don’t want to do work.
• Homeowners complained of delays and surprise costs because of known and unforeseen factors not outlined in estimates and project scope because it soured the whole experience.

After wrap:

• Homeowners expressed frustration over finding issues after a project is completed because they were not informed of practical, safety, or cosmetic choices.

Solutions

To address these pain points, I incorporated the following features:

Include Case Studies
To inspire trust, KB needed to show that they hadn't run away from problems and instead worked to solve them.

Project Specifics
Each featured project starts with "What the client wanted" and "What we can take credit for." Nearly every user who did the site audit asked, "Did she do all of this?" So I built that in to each project.  

Meet the Team
Workers are going to be coming into clients' houses. Seeing a face on the site before they see them on site alleviates stress.

Values/Mission Statement
In many of the interviews, people wanted to know if the staff was treated well and, like trust above, if KB had any integrity. Just saying you keep lines of communication open and have integrity isn't much, but stating what you actually do to support your team and your clients does.

Expertise Section on Maintenance
While some users already know exactly what they want, none of them are contractors. Giving an example of how inside knowledge can save clients money over time positions KB as an honest expert.

Free Quote and Renderings
Transparency was another big concern for users. Being able to see what you'd get for free before you even engage KB's services, shows they have nothing to hide.

Philanthropy
I don't have to explain this one. You get it.