Care.com
ONLINE MARKETPLACE, consumer services
Care.com is an online marketplace for families to find childcare, senior care, care for those with special needs, care for home, tutoring support and pet care. It is also a two-sided marketplace allowing caregivers to find jobs.
The Challenge
The business need was to find a robust tool that could help us get user feedback in a timely manner without compromising on the quality. The Care team aimed to enhance user satisfaction for both care providers and care seekers, ensuring seamless interactions and efficient deal bookings. Care.com needed a research platform with both qualitative and quantitative features to improve the customer experience for both sides of their marketplace.
Additionally, Care rolled out a new offering called “Premium” and wanted to understand why people may not decide to upgrade. Care.com needed a better understanding of how care seekers perceived the value of each plan and the features associated with them.
The Outcome
Care.com turned to PlaybookUX to address these challenges. Leveraging the platform’s capabilities in providing both qualitative and quantitative feedback, Care.com implemented surveys and unmoderated testing to gain valuable insights into user behaviors and preferences.
The PlaybookUX platform is able to recruit for both sides of the Care.com marketplace – both care seekers (B2C recruiting) and care providers (B2B recruiting).
Through targeted surveys, Care.com was able to gather valuable insights from care seekers about the perceived value of each plan and the features associated with them. This data empowered the platform to make informed decisions about plan structures, leading to adjustments that aligned more closely with user expectations.
The adjustments to plan structures based on user feedback led to improved customer satisfaction and a higher likelihood of care seekers subscribing to plans that better met their needs.
The customer feedback process also highlighted pain points in the booking interface. Care.com’s design team conducted unmoderated studies and implemented learnings from those studies, resulting in a more intuitive and user-friendly interface. This led to a significant reduction in the time it took for care seekers to browse and book deals.
The improvements in the digital experience led to increased user engagement, with both care providers and seekers spending more time on the platform.
A more user-friendly interface and an optimized matching algorithm contributed to higher conversion rates, translating into increased bookings and transactions.
The business need was to find a robust tool that could help us get user feedback in a timely manner without compromising on the quality. PlaybookUX has some interesting features which at that time was imperative.
Supritha Shreyas
UX Research Lead