01 · Problem
The brief, in one breath
Local services were stuck between sketchy classifieds and cold corporate apps. The community wanted something that felt like a neighbor's recommendation.
02 · Research
Listening before drawing
Six weeks of contextual inquiry with families and providers, a service-blueprint mapping payments and disputes, and a trust audit of nine peer platforms.
03 · User insights
What we heard, distilled.
- 01Trust is a flow, not a badge.
- 02Providers price by relationship; the product had to respect that.
- 03Search is the wrong front door — stories are the right one.
04 · Design system
Systems first, screens second
An editorial provider profile, a transparent pricing language, and a dispute flow designed to feel like mediation rather than support.
05 · Results
What changed.
+76%
Match rate
−54%
Dispute resolution time
88%
Provider retention (12mo)