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PersonaSusanAshley KyraAdamIke (1)Ike (2)ScottKathy
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Service<10mi. Move without transportation~30mi. Full Service MoveIn-home Lift & ShiftLoading help without transportation> 50mi. Move without transportation (2 teams of hops)> 50mi. Move with transportation (2 teams of hops)Packing, unloading, apliance pickup/deliveryFurniture assembly, lift & shift
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Account Status + Sign-up MethodPrevious customer, Non-confirmedNon-registered, account creation via interstitial promo on market landing pagePrevious customer, Confirmed (logged in)Non-registeredNon-registered, retail flow account creationNon-registered, retail flow account creationNon-registered, guest checkoutNon-registered, marketing site account creation
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Customer NeedsHelp putting packed possessions into a truck. Help unloading truck at new apartment.Packing, unpacking, loading unloading, transportation, boxes, suppliesFurniture rearrangement, patience from bellhops as she expirements with different configurationsLoading equipment into mobile storage unit (on-site) loading, unloadingPacking, unpacking, loading unloading, transportationWrapping, boxing, clearing all kitchen contents in preparation of remodeling. Rented his own portable storage container. Appliance pick-up and delivery.Needs model unit staged for commercial apartment property (furniture assembled and arranged)
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ExceptionsTime lapse in between stops (Susan stops at IKEA between loading at A and Unloading at B to buy a couch. She does not want to pay Bellhops while at IKEA).Name on (Daddy's) credit card doesn't match name on orderShe only wants to pay for one bellhop but needs two bellhops to move a couch down stairsHe is not in a serviceable market for moving help. However, third party partners exist in his city, specifically Sparefoot for storageInbound referral from Sparefoot. We need to hide trucks, boxes, and storage!!Customers needs long distance tranportation via third party independent owner operatorNeeds bellhops for multiple days since appliances aren't ready for pick-up until later. (multi-item cart)Missing the right tool for assembly
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Suggested Add-ons Boxes and supplies, storage Storage, lift & shift, assembly, disposalStorage Storage, boxes, suppliesStorage, lift & shift, assembly, disposal, boxes, suppliesStorage, lift & shift, assembly, disposal, boxes, suppliesBoxes, supplies, disposalStorage, disposal, pick-up/delivery
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checklist flow service showcase flow (pre [home] + post market verification)critical question
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