At Thumbtack, we love to match customers with the perfect pros to complete a job and request forms – the questionnaires customers fill out to describe the project they want done – are a critical part of a great experience for everyone. They allow customers to clearly express all the details of their particular project so professionals have the information they need to submit a great customized quote.
Take the project request form from our Interior Painting category.
Customers can be specific about things like which rooms and surfaces they want painted, the type of paint job needed, who will supply the paint, and when and where the job needs to be completed. Many of the forms even have illustrations to help make the questions as clear as possible (see this post for more information about images in request forms).
The information in these forms comes from Thumbtack’s Category Management team, a group of category experts that constantly research what needs to be in them and keeps them up to date. Category Managers specialize in specific categories since it requires a deep understanding of what different professionals do – and what customers are trying to get accomplished. To do this properly, they regularly talk to our customers and pros.
Here’s some insight into how and when we update forms:
Questionnaires for New Categories
When we create new categories, we interview customers and pros in that category. We ask pros things like: What does a typical job entail? What are the steps involved in completing the project? What are the key things you need to know from customers to submit a great quote? We then test the forms with customers, asking them things like: Are you able to answer all of these questions for your project? What else would you want to tell the pro? When we are confident that customers can answer the questions, and that the answers are useful for pros, then the form is ready to go live.
Updates to Existing Questions
Because our pros live their professions every day, we rely on them for feedback on how our request forms are working. Every piece of feedback on request forms that a pro (or customer) submits to our customer support team gets documented.
At the end of every quarter (in March, June, September, and December), the Category Management team reviews this feedback, line-by-line. We incorporate as much of the feedback as possible immediately unless it requires new product features to be built by our engineering team. Occasionally we discover through testing that a suggestion might not work for our customers (if they can’t answer the question easily), or for our pros (if it’s not helpful to most of them). What we usually discover is that most of the feedback is spot on, and all of it gets taken into account.
We also make changes to request forms on an ongoing basis – we are constantly talking to customers and pros, testing new questions, and trying to improve the forms so that they better serve our customers and pros.
We hope this gives you some insight into how we update request forms and we welcome your feedback – please keep it coming!