Abstract- The purpose of this paper is to propose a conceptual digital
platform where it is possible to connect malfunctioned electronic device owners
and the repairmen to get the repairing done. This is a Consumer-to-Consumer
(C2C) business model where the malfunctioned electronic device owners will be
able to find a repairman to repair their devices. On the other side, for the
freelance repairmen this solution will enable them to find clients easily and
effectively. As people feel hectic to go shopping in repairing their devices,
the proposed digital platform shall become a convenient platform.

Our world is changing every day along with the evolving
technologies. There are new electronic devices, new inventions coming everyday
everywhere. Everyday lifestyle of people is changing. Technology is here
helping us to enrich ourselves and our way of living. People are using the
internet, devices in every possible way they can to make the full use of it.
There are many things that we can do by just some click which were so hectic 10
years ago. Now life has become easier for the blessings of science and
technologies. But the number of malfunctioned devices is also increasing at an
alarming rate. People find it hard and painful to go to shops to fix their
devices. So, there should be some other way to make this job easier.

As using devices in our daily life
is increasing, there also many 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 can actually 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. So, there should be some of a digital
platform to solve this issue so that people won’t have to go shopping to repair
their devices. By using the platform, people can contact and interact with
freelancer repairmen and get their devices repaired.

There are many skilled repairmen who want to do freelance
repairing for electronic devices. These repairmen are looking for freelance
jobs but they don’t always get clients for lack of marketing, communication,
and publicity. As a result, they end up working on a repairing workshop and
share their income with the workshop. On the other hand, there are device
owners who don’t always have a trusted destination to go with their
malfunctioned device once the warranty, if any, is over. Device owners have
always been concerned about getting skilled repairmen and getting jobs done
within proper charges. We want to become a trusted media which is required to
solve this problem by creating a bridge between these qualified freelance
repairmen and device owners.

ServisHero is a company that provides local services
on-demand via a mobile app in Southeast Asia. This company was Founded in June
2015. ServisHero is based in Malaysia but already the service is available in
Singapore and Thailand. ServisHero’s purpose is to empower local businesses.
They wanted to create a more effective way for consumers to find and compare
local services in Southeast Asia. ServisHero connects users with trusted and
vetted service providers via a location-aware smartphone application and web
platform – with the help of those applications consumers can request quotes
from thousands of service providers. ServisHero provides both Android and iOS
application to their customers. Each service provider’s quotation comes with
reviews and a quality rating. 

ServisHero’s monetization model is like this: service providers
buy prepaid credits on the service that will allow them to bid for jobs. No
credits mean a merchant can’t bid and credits don’t guarantee a job will be won
That incentives them to keep costs competitive and, because ServisHero isn’t
taking a percentage, there’s no additional pricing layer added on. For
consumers, ServisHero recommends leaving each job each job request for 24 hours
to check for bids, although most of the time service providers respondents to
job postings within hours. (Guillemin et al. 2015) 

ServisHero is a purpose-driven
organization. They believe that by improving the productivity of small
businesses and micro-entrepreneurs, they can have a massive impact on national
and regional economies. They democratize access to digital marketing for
entrepreneurs by making it as easy as downloading an app to start receiving job
leads. They already have big investors like YTL, Golden Gate Ventures, Cradle
Seed Ventures, Lelong.my to help them grow as they like.

The Kaodim group is backed by
leading venture capitalists including 500 Startups, BEENEXT, East Ventures, KK
Fund and Venturra Capital. Kaodim enables users to find any service
professional like a plumber, a wedding photographer, a yoga teacher, or an
interior designer. They want to be the go-to platform helping customers
complete projects that are important to their urban lives – everything from
designing their homes to capturing key moments, learning arts, filing taxes,
and getting healthier etc. Kaodim is now serving in Malaysia, Philippines,
Singapore, and Indonesia. Their monetization model is similar to ServisHero’s
monetization model. 

For users, booking a service is as
simple as ordering goods on any e-commerce platforms – choose the task, select
the date and time and check out with payments. Users have the choice to book
for a service in advance through the platform. Kaodim then uses its registered
algorithms to assign the right service partner to complete the job. 

Understanding and building the right
product for both the customers and the professionals have been a big complex
challenge for them. They have been building this business out of deep empathy
for their users and hence have been able to make good headway on the product
journey by working closely with their users. Kaodim team has spent a lot of
time understanding how their customers use Kaodim at their homes, offices,
cafes and elsewhere. The problem of local services is elegantly solved with
smartphone-based reverse auction/booking solution as opposed to a classifieds
list. They now have both the iOS and Android application as well as a website
but the problem is at the point of our inspection their Android app was not
working as per several customer reviews in the Google Play store.

Page Advisor is an organization similar to ServisHero and
Kaodim Clap based on Singapore. Page Advisor was conceptualized and founded by
Fabian Lim, serial online entrepreneur and best-selling author of Click! Work
Anytime, Live Anywhere. Fabian, together with fellow entrepreneurs and Page
Advisor’s co-founders, Ho Boon Peng, Tan Jian Yong and Jamie Lee (whose
businesses generated total revenues in excess of SGD15 million in 2014),
decided to use their skills and experiences to develop a practical solution to
help consumers select and hire local service providers more efficiently and
effectively. 

PageAdvisor also has Android, iOS, and web application to
serve their users. There is a range of tasks available on PageAdvisor from
tasks around the home like deliveries, cleaning, gardening and handyman work to
tasks for businesses like office admin, promotional work or computer & IT
support. There also a range of creative tasks like photography, graphic design
and website & blog support which can help people earn money online. Anyone
can begin working knowing the funds for the task are being securely held within
a PageAdvisor’s Trust Account until the task is completed. Once the task is
completed, the Service Fee (inclusive of all Insurance, Handling and Transaction
costs) is deducted and remaining funds are paid directly to your nominated Bank
or PayPal account. Once the task has been completed, a 15% Service Fee will be
deducted from the agreed offer price to cover all Insurance, Handling and
Transaction costs. There are no hidden fees or additional costs. 

According to Guillemin and Pattrick (2015), the number of
Internet-connected devices surpassed the number of human beings on the planet
in 2011, and by 2020, Internet-connected devices are expected to number between
26 billion and 50 billion. For every Internet-connected PC or handset, there
will be 5–10 other types of devices sold with native Internet connectivity.
Therefore, With the emergence of IoT devices, we will have growing varieties of
devices to be worried about and the need for a unified repair-service will
arise in no time. On the other hand, according to Frost and Sullivan (2015),
“Malaysia to have 125 million connected devices in 2025 with over 58 million
mobile subscribers. Ninety-five percent of all Netizens, or internet users,
will be active social network users, presenting a huge potential for digital
marketing and e-commerce” (p.10); which tells us why reaching to the customers
via online is more reasonable. Thus, we can harness the trends we mentioned
above and ‘harnessing the trends’ is the second lense of the 4 lenses of
innovation.

A square-trade study shows that nearly 1 out of every 3
laptops fails in a 3-years’ time duration. The malfunction rate alone exceeds 20%
at the 3-year mark. There is also a notable acceleration of malfunctions in the
second and third years. While fewer than 5% of laptops failed from malfunctions
in the first year, an additional 8% fail in each subsequent year. Accidents
cause a further 11% of laptops to break over 3 years, 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 of every 3 laptops will require
repairing servicing that will not be covered by warranties. According to the
Square Trade Survey (2009), the scenario with other electronic devices is not
that different. We also need to know customer’s needs in order to give better
service. From the statistics, we can understand the demand but we need to know
more about customers by doing surveys and getting feedback. We need to learn to
live inside the customer’s skin. A few years 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 of innovation.

The device repairing industry is growing rapidly although it
is still in it’s infant stages. For example, more than two-thirds of smartphone
repair shop owners entered the market less than two years ago, most them have
no previous experience specific to the industry. Additionally, most of these
repair shops are “one-man shows,” and more than three-quarters have fewer than
five employees. This indicates it is relatively easy to enter the smartphone
repair 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 device owners
effectively in Malaysia. Thus, TechTasker will not face any direct competitor
initially. The domain of electronic device makes TechTasker different from
other similar home service platforms.          

The value proposition canvas which consists of value
map and customer profile has been created. This canvas is created after
systematic analysis of customer’s needs and problem. value proposition canvas
helps to visualize the business plan and identify business risk early in the
planning phase. The objective of the value map is to describe explicitly how
the products and services create value to the customers whereas the customer
profile visualizes what matters to the customers in a share-able format (Ismahani Abdul
Karim, Nurul Emilia Abdus Samad, AfiqahZawani Mohammed Noor n.d.)?. 

       

According
to the survey report below, we can see that 76.4% people who usually visited
repair shops to fix their devices. The rest of them are repairmen.

 

Moreover,
we also can see that among 55 people who completed the survey, 46 of them said
that they usually fix their smartphone among their electronic devices. Which
means percentage is 83.6% which is the highest in the graph. The percentage of
repairing laptop is quite similar to repairing smartphone which is 74.5%. By
this graph we understand the demand of repair shop among public.

From this graph, we can see the pain people felt when they
repaired their devices. Poor quality and unfair service is the most faced
problem among the customers. The percentage of feeling these problems are 65.5%
and 63.6% accordingly.  Again, there are
more problems which are felt by customers are long waiting time to get the
device repaired in the graph below we can know about people’s demand about what
they want in our app. The highest selected feature is review, rate, and
feedback. On the second position, there is an option for online payment to make
things is easier. 

 

In the graph below we can know about people’s demand about
what they want in our app. The highest selected feature is review, rate, and
feedback. On the second position, there is an option for online payment to make
things is easier.
They also want chat system to communicate easily with the repairman.

  

We
can see that people who didn’t use home service application before are above
80%. So, we have good opportunity to make our app a successful project.

 Customer Segment: As in Figure, TechTasker adds device owners from
enterprises. So, batch repairing can be done by top-rated repairmen in
TechTasker. Key customer segments are device owners, the person who repairs,
device owner from enterprises.

 

 Value
Proposition: Here the new entry is that the enterprises can now get the top
repairmen from TechTasker to get their batch repairing done.

 

 Customer Relationship: Customer relationship maintenance will be
basically done by the social media, website and 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 of our own. It will also help people who have any job.Key activities are also one of the vital blocks for
a company to run successfully. TechTasker will develop web and mobile
application for the core business activities and it will be updated time to
time to enhance its ability. Marketing, business and partnership development
will also be necessary for mass and in targeted enterprise sectors.

G. Key Partners: Our key partners will be agencies who provide
technical skill courses, organizations who provide warranty etc.

H. Cost Structure Cost structure explains the cost that must be spent
by the company in order to maintain the business. For TechTasker, the main
costs will be on developing and maintaining the web and mobile applications. We
will have to pay our developers, company advisors also.

 

I. Revenue stream: We will generate revenue from
booking fees from repairmen, Ads and repairmen booking fees from enterprises.

To conclude, our
app will help the people who are poor and not professionally certified to earn
money and live their daily lives. This will also help to decrease the number of
jobless people in the country. It will help the jobless people to think
positively about their life. It will be also helpful for people who are
suffering to get their devices repaired. 
This app can give a boost to people who are sitting jobless doing
nothing. In future, we have the plan to buy malfunctioned devices, repair them
and sell them again. We are also planning to build training institute where we
will teach people about repairing devices and recruit them in our company. So,
in future, our company will have repairmen of our own to enlarge the business. We
also have the plan to add gold and platinum customer to increase benefits for
them.