Goals & Objectives

• Understand how and why user select irrigation services
• Discover user engagement related to services
• Explore user priorities and needs in the field
• What are the users’ expectations

Questions

• Tell me about your routine when it comes to selecting irrigation services
• What is most important for you when it comes to irrigation?
• What are your expectations when it comes to irrigation services and maintenance?
• How would you describe your needs?
• How do you go about potential issues?

Takeaways

• Pain points
  • Customer service
    • Long call queues when calling for appointment
    • Inconvenience when booking near future visits
    • Repetitive confirmation of demographics and personal information
    • Pain to over-the-phone memorize all available times by rep and ultimately land on one
    • Loyalty rewards (treatment, benefits etc.)
  • Maintenance
    • No alert when potential issues occur
    • No guarantee on error reduction or error prevention
    • Visual representation of appearance will not reflect on water lacking
• Insight
  • Troubleshooting
    • Remote opportunities to troubleshoot before charge/visit
    • Advise for improvements by tech(s)
    • Details on root causes
    • Saving time + money
    • Identifying the issue without assistance
  • Trust/Reliability
    • Satisfaction of services running properly
    • Techs establishing reliable system
    • Techs resolving issues timely
    • Functionality priorities
• Benefit
  • Expectations
    • Very skilled professionals
    • Appreciation for high quality work
    • Techs informing customers about work/billing/other
    • Being a part of resolving issues with techs
  • User Engagement
    • Easy manual/remote maintenance of systems
    • Doesn’t mind investigating (very hands-on)
    • Billing charges seldomly shift

Findings

Top 3 Actionable Recommendations (WHAT)

1. Limit redundancy with customer information