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Product Case Study - Park+

In this Product Case Study, I will be looking at the main components of the Cleaning Services Vertical that Park+ offers.

Components

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The main components of the cleaning services vertical include the customer side application, the application used by cleaners and the help & support team. Apart from this, the Area Manager also looks after multiple societies/flats and helps resolves conflicts/renew subscriptions etc.

Major Functions

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If the customer is dissatisfied with the cleaning services or if the status is set to "car not found", the customer contacts help and support and the customer success team takes over. They notify the supervisor about the situation.
If the customer is dissatisfied with the cleaning services or if the status is set to "car not found", the customer contacts help and support and the customer success team takes over. They notify the supervisor about the situation.
The major functions of the customer app includes booking an appointment with the cleaner, checking the status of cleaning operations and contacting help & support in case of any issues.
 
 
 
 
Once the booking is done, the cleaner locates the car in the parking lot/common parking space and starts cleaning. The status is updated to done once cleaning is completed. In case the car is not on the specific spot, the cleaner updates status to 'car not found' and a notification foes to the customer.
Help & Support notifies the supervisor, who in turn notifies the cleaner to return and clean the car once more.
Help & Support notifies the supervisor, who in turn notifies the cleaner to return and clean the car once more.
 
Interactions of Components
Components
Interactions
Customer App
Help & Support
Cleaner App
Customer App, Supervisor App
Help & Support
Customer App, Supervisor App
Supervisor App
Cleaner App, Help & Support

Flow of Data (Data points)

During the entire workflow, data is generated at multiple points. The arrows represent the flow of data and from where the data is pulled/ sent.
  • Customer App
      • Slot Booking ( → Cleaner app), Contacting Help & Support (→ H&S)
  • Cleaner App
Recieving slot for cleaning(← Customer app) , matching car plates for location (← Database), setting status to cleaning done/car not found(→ customer app).
  • Help & Support
Recieving ticket (← Customer app), notifying supervisor(→ supervisor app)
  • Supervisor App
Recieving ticket (← H&S) , Notifying Cleaner ( → Cleaner app).

Ideal Workflow

For representing the ideal workflow, two cases are considered - one where the customer resides in a flat (with fixed parking space allotted to every resident) and the other where the customer resides in a society (where parking spaces are not fixed and on a FCFC basis)
 
 
 
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Pain points and proposed solutions.
Problems
Solutions
Parking spot not found.
Buffer parking spots.
Cleaner not found.
Multiple cleaners on same shift.
Car not found.
Notify customer immediately through push notifications/call.
Car Matching.
Make, Model and pictures of car along with the license plate.
H&S unavailable.
Supervisor contact number share with the society office.

Metrics to measure

The following metrics of interest should be carefully observed and analyzed to gain actionable insights of the cleaning services vertical:
  • TAT (Turn around time) - time taken for a successful wash.
  • MAU (Monthly active user) - monthly bookings per society/flat.
  • Successful Cleaning/ Unsuccessful Cleaning - this ratio should always be >1
  • Booking frequency - how frequently does a customer requires cleaning services.
  • Cancellations - reasons behind the cancellation.
  • Churns.
  • Cleaner utilization - efficiency of cleaners.
  • Requests/per day, requests/per cleaner.
  • H&S tickets frequency - frequency of problems faced by customers.

External Resources

Figma file for illustrations.
Prepared by - Prashanta Purkayastha BIT Mesra prashanta.purkayastha@gmail.com +919101007489
 
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