Hearth Contractor Experience
Over the course of my internship I conducted three months worth of customer research and developed a deck to help my team build empathy for our users. The goal of this deck is to provide both insight and opportunity to aid the team in building a more seamless customer experience for Hearth.
What I found:
Three buckets of users: First Use Failures, Contractors with Low Approval, and Power Users
These buckets have different needs and require different tools from us.
Most importantly the first bucket, First Use Failures, account for a majority of our inactive users. This bucket presents the most opportunity. Getting our contractors active and constantly using our sales tool will help them see value and as a result move to our Power User bucket.
There are gaps in accessibility and knowledge in financing along with a general lack of trust in our product.
Few opportunities presented itself within these insights:
How can we be more trustworthy as an organization?
How can we educate our contractors and help them become better sales people?
How can we integrate Hearth early in their sales process?
