Abstract- The purpose of this paper is to propose a conceptual digital platformwhere it is possible to connect malfunctioned electronic device owners and therepairmen to get the repairing done. This is a Consumer-to-Consumer (C2C)business model where the malfunctioned electronic device owners will be able tofind a repairman to repair their devices. On the other side, for the freelancerepairmen this solution will enable them to find clients easily andeffectively.
As people feel hectic to go shopping in repairing their devices,the proposed digital platform shall become a convenient platform. Our world ischanging every day along with the evolving technologies. There are newelectronic devices, new inventions coming everyday everywhere.
Everyday lifestyleof people is changing. Technology is here helping us to enrich ourselves andour way of living. People are using the internet, devices in every possible waythey can to make the full use of it. There are many things that we can do byjust some click which were so hectic 10 years ago. Now life has become easierfor the blessings of science and technologies. But the number of malfunctioneddevices is also increasing at an alarming rate. People find it hard and painfulto go to shops to fix their devices. So, there should be some other way to makethis job easier.
As using devices in our daily life is increasing, there alsomany of us who has devices which they seldom use or it has some fault in it.Moreover, there also so many freelancers which people do not know about canactually fix their devices with lower cost than the repair-shops. Currently,there are home services companies who? provides home painting services,plumber services etc. but no one provides services to fix people’s devices like mobile, laptop etc. This is where the need of a digitalplatform emerges, which will connect the device owner and the freelancerepairmen. Byusing the platform, people can contact and interact with freelancer repairmenand get their devices repaired. There are many skilled repairmen who want to dofreelance repairing for electronic devices.
These repairmen are looking forfreelance jobs but they don’t always get clients for lack of marketing,communication, and publicity. As a result, they end up working on a repairingworkshop and share their income with the workshop. On the other hand, there aredevice owners who don’t always have a trusted destination to go with theirmalfunctioned device once the warranty, if any, is over. Device owners have alwaysbeen concerned about getting skilled repairmen and getting jobs done withinproper charges. We want to become a trusted media which is required to solvethis problem by creating a bridge between these qualified freelance repairmenand device owners. ServisHero is a company that provides local serviceson-demand via a mobile app in Southeast Asia.
This company was Founded in June2015. ServisHero is based in Malaysia but already the service is available inSingapore and Thailand. They wanted to create amore effective way for consumers to find and compare local services in Southeast Asia ServisHero claims to connect quality(as measured by theirreview and rating system) service providers via their mobile(includingAndroid and iOS) andweb applications Consumerscan use these applications to search and find from thousands of availableservice providers. Serviceproviders need buy prepaid credits on the service that will allow them to bidfor jobs. Service providers can not bid if there is no credit in the provider’saccount. Credits do not guarantee a job. That incentives them to keep costscompetitive and, as the company is not receiving any share, there’s no extracharges added on. The company recommends leaving job posts and job requests forat least 24 hours to get enough responds.
However, most of the time peopleresponds to such postings within hours.ServiceHero is alreadyreceiving big investments from investors like YTL, Golden Gate Ventures, CradleSeed Ventures, Lelong.my. TheKaodim group is supported by by leading venture capitalists including 500Startups, BEENEXT, East Ventures, KK Fund and Venturra Capital. Kaodim enablesusers to find any service professional like a plumber, a wedding photographer,a yoga teacher, or an interior designer. They advertise themselves as the go-toplatform helping customers to get the jobs done that are important to theircity lives, everything from modeling their homes to photography, learning newskills and so more. At this moment, Kaodim is serving in Malaysia, Philippines,Singapore, and Indonesia.
Their monetization model is similar to ServisHero’smonetization model.Kaodimprovides a good user experience in their web and mobile applications. In orderto book a service , users need to choose the task, select the date and time andcheck out with payments. Users also have the choice to book for a service inadvance via these applications. Kaodim provides a good user experience in theirweb and mobile applications.
In order to book a service , users need to choosethe task, select the date and time and check out with payments. Users also havethe choice to book for a service in advance via these applications. Kaodim hasbeen using their customer’s usage data to understand customer’s usage habit totake better business decisions. Kaodim also have both the iOS and Androidapplication as well as a website but the problem is at the point of ourinspection their Android app was not working as per several customer reviews inthe Google Play store.
PageAdvisor is an organization similar to ServisHero and Kaodim based on Singapore.Page Advisor was conceptualized and founded by Fabian Lim, famous serial onlineentreprenure from Singapore. PageAdvisor also has Android, iOS, and webapplication to serve their users. There is a range of tasks available onPageAdvisor from tasks around the home like deliveries, cleaning, gardening andhandyman work to tasks for businesses like office admin, promotional work orcomputer & IT support. There also a range of creative tasks likephotography, graphic design and website & blog support which can helppeople earn money online.
PageAdvisor holds the service charge in their systemuntil the job is done, then the service charge is delivered to the serviceprovider. The system will deduct the service fee (15%) which includesInsurance, Handling and and transaction costs in this process. According to Guillemin and Pattrick (2015),the number of Internet-connected devices surpassed the number of human beingson the planet in 2011, and by 2020, Internet-connected devices are expected tonumber between 26 billion and 50 billion. For every Internet-connected PC orhandset, there will be 5–10 other types of devices sold with native Internetconnectivity.
Therefore, With the emergence of IoT devices, we will havegrowing varieties of devices to be worried about and the need for a unifiedrepair-service will arise in no time. On the other hand, according to Frost andSullivan (2015), “Malaysia to have 125 million connected devices in 2025 withover 58 million mobile subscribers. Ninety-five percent of all Netizens, orinternet users, will be active social network users, presenting a hugepotential for digital marketing and e-commerce” (p.10); which tells us whyreaching to the customers via online is more reasonable. Thus, we can harnessthe trends we mentioned above and ‘harnessing the trends’ is the second lenseof the 4 lenses of innovation.
A square-trade study shows that nearly 1 out ofevery 3 laptops fails in a 3-years’ time duration. The malfunction rate aloneexceeds 20% at the 3-year mark. There is also a notable acceleration ofmalfunctions in the second and third years. While fewer than 5% of laptopsfailed from malfunctions in the first year, an additional 8% fail in eachsubsequent year. Accidents cause a further 11% of laptops to break over 3years, making the total failure rate nearly one-third of all units.
Generally,consumer laptops are sold with a 3-year warranty period. Therefore, one out ofevery 3 laptops will require repairing servicing that will not be covered bywarranties. According to the Square Trade Survey (2009), the scenario withother electronic devices is not that different. We also need to know customer’sneeds in order to give better service. From the statistics, we can understandthe demand but we need to know more about customers by doing surveys andgetting feedback.
We need to learn to live inside the customer’s skin. A fewyears ago, IBM ran a great ad with the headline, “Stop selling what you have.Start selling what they need.” Understanding needs is the 4th lense ofinnovation.
The device repairing industry is growing rapidly although it isstill in it’s infant stages. For example, more than two-thirds of smartphonerepair shop owners entered the market less than two years ago, most them haveno previous experience specific to the industry. Additionally, most of theserepair shops are “one-man shows,” and more than three-quarters have fewer thanfive employees. This indicates it is relatively easy to enter the smartphonerepair industry at this point.
Device repairing industry has always depended on small local businesses when it comes to products that do not have warranty anymore.There is currently no platform which connects device repairmen and deviceowners effectively in Malaysia. Thus, TechTasker will not face any directcompetitor initially. The domain of electronic device makes TechTaskerdifferent from other similar home service platforms. The value proposition canvas which consists of value map andcustomer profile has been created. This canvas is created after systematicanalysis of customer’s needs and problem.
value proposition canvas helps tovisualize the business plan and identify business risk early in the planningphase. The objective of the value map is to describe explicitly how theproducts and services create value to the customers whereas the customerprofile visualizes what matters to the customers in a share-able format(Ismahani Abdul Karim, Nurul Emilia Abdus Samad, AfiqahZawani Mohammed Noorn.d.
)?. According to the survey reportbelow, we can see that 76.4% people who usually visited repair shops to fixtheir devices. The rest of them are repairmen.
Moreover, we also can seethat among 55 people who completed the survey, 46 of them said that theyusually fix their smartphone among their electronic devices. Which meanspercentage is 83.6% which is the highest in the graph. The percentage of repairinglaptop is quite similar to repairing smartphone which is 74.5%.
By this graphwe understand the demand of repair shop among public. From this graph, we cansee the pain people felt when they repaired their devices. Poor quality andunfair service is the most faced problem among the customers.
The percentage offeeling these problems are 65.5% and 63.6% accordingly. Again, there are more problems which are felt by customers arelong waiting time to get the device repaired in the graphbelow we can know about people’s demand about what they want in our app. Thehighest selected feature is review, rate, and feedback. On the second position,there is an option for online payment to make things is easier.
Inthe graph below we can know about people’s demand about what they want in ourapp. The highest selected feature is review, rate, and feedback. On the secondposition, there is an option for online payment to make things is easier. Theyalso want chat system to communicate easily with the repairman. Wecan see that people who didn’t use home service application before are above80%.
So, we have good opportunity to make our app a successful project. Customer Segment: As in Figure, TechTasker adds device owners fromenterprises. So, batch repairing can be done by top-rated repairmen inTechTasker. Key customer segments are device owners, the person who repairs,device owner from enterprises.
Value Proposition: Here the newentry is that the enterprises can now get the top repairmen from TechTasker toget their batch repairing done. Customer Relationship: Customerrelationship maintenance will be basically done by the social media, websiteand mobile apps. We will also provide loyalty discount for the customers. E.Key Resources: Our key resources are our web and mobile applications developer,our Administrators and the Advisors.
We have also plan to recruit repairmen ofour own. It will also help people who have any job.Key activities are also oneof the vital blocks for a company to run successfully. TechTasker will developweb and mobile application for the core business activities and it will beupdated time to time to enhance its ability. Marketing, business andpartnership development will also be necessary for mass and in targetedenterprise sectors. G.
Key Partners: Our key partners will be agencies whoprovide technical skill courses, organizations who provide warranty etc. H.Cost Structure Cost structure explains the cost that must be spent by thecompany in order to maintain the business. For TechTasker, the main costs willbe on developing and maintaining the web and mobile applications.
We will haveto pay our developers, company advisors also. I. Revenue stream: We willgenerate revenue from booking fees from repairmen, Ads and repairmen bookingfees from enterprises. To conclude, our app will help the people who are poorand not professionally certified to earn money and live their daily lives.
Thiswill also help to decrease the number of jobless people in the country. It willhelp the jobless people to think positively about their life. It will be alsohelpful for people who are suffering to get their devices repaired. Thisapp can give a boost to people who are sitting jobless doing nothing.
Infuture, we have the plan to buy malfunctioned devices, repair them and sellthem again. We are also planning to build training institute where we willteach people about repairing devices and recruit them in our company. So, infuture, our company will have repairmen of our own to enlarge the business. Wealso have the plan to add gold and platinum customer to increase benefits forthem.