Account Users

• Description: Administrators are responsible for the smooth operation of the app and act as the primary support for both clients and helpers. They ensure user satisfaction, handle troubleshooting, monitor activity, and maintain app performance and security.

• Activities and Use Cases:
  • User Management: Admins can add, modify, or deactivate users. They can assign permissions and roles, monitor user activity, and manage any violations of app policies.
  • Troubleshooting and Support: Admins assist users with issues related to account setup, booking errors, or payment problems. They handle escalated queries and provide in-app support through live chat.
  • Service Monitoring: Oversee all bookings, track active deliveries and moving services, and ensure timely service completion.
  • Revenue and Reports: Access analytics and financial data to track revenue, service usage trends, and app performance. They can generate reports and manage billing for both clients and helpers.
  • Content Management: Update app information, including knowledge base articles, terms of service, and notifications. Admins ensure that all app content is current and accessible.
  • Quality Control: Monitor reviews, flag and address complaints, and work with helpers to maintain high service standards. They also mediate disputes between clients and helpers.

• Description: Clients are the end-users who book and receive services, ranging from delivery to moving or cleaning. Clients may have individual accounts or business accounts, the latter enabling team management.

• Activities and Use Cases:
  • Account Setup and Management: Register as an individual or business, manage profile details, and invite team members for multi-user management (business accounts only).
  • Booking Services: Book last-mile delivery, moving, or cleaning services, either as one-time or recurring tasks. They can choose specific helpers based on ratings or availability.
  • Payment and Billing: Make payments through various methods (e.g., credit card, PayPal). Business clients can handle billing for all team members and access transaction history for expense tracking.
  • Service Tracking: Real-time tracking for active bookings, which includes tracking delivery status, location of helpers, and estimated arrival times.
  • In-App Communication: Communicate with helpers via in-app chat for real-time updates or clarifications on bookings.
  • Reviews and Feedback: Leave reviews and rate helpers based on service quality, punctuality, and professionalism.
  • Cancellation and Refunds: Access cancellation policies, initiate cancellations, and, if necessary, request refunds through the app.
  • Address Book and Contacts: Save frequent addresses and contacts for quick bookings, simplifying future requests.
  • Notifications: Receive email and in-app notifications for booking confirmations, status updates, and billing alerts.

• Description: Helpers are independent service providers (contractors), including drivers, movers, and other independent contractors, who deliver the services booked on the app. They have complete control over their profiles and work schedules, with a clear payment cycle.

• Activities and Use Cases:
  • Profile Completion and Verification: Set up profiles by adding personal details, vehicle information, and KYC documents like a police record and driver’s license for verification.
  • Booking Management: View available bookings, accept or decline jobs, and manage multiple bookings with no cap on the number of accepted requests.
  • Service Execution: Access booking details to understand the scope of work, locations, and client instructions. Helpers complete deliveries, moving, or cleaning jobs as per client specifications.
  • In-App Navigation and Tracking: Use the in-app navigation to reach client locations and update the status of deliveries or services in real-time.
  • Communication: Contact clients via in-app chat for clarifications or updates on service details.
  • Weekly Payment Cycle: Receive weekly payments for completed services, with clear records of completed jobs and earnings.
  • Performance Management: Track reviews and feedback, improving service quality based on client ratings and recommendations.
  • Support and Dispute Resolution: Access admin support for dispute resolution in case of booking issues or client disputes.