Agarwal Packers and Movers

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Case Study

About Project

Agarwal Packers and Movers offers trusted domestic & international relocation services. We handle household, office, cargo, car/bike shifting & secure storage. Fast, safe, and professional moving with GPS tracking, expert packing & global reach.

Insights from the Survey:

Link to survey form: https://forms.gle/92AgyuG6LqL286vU7
  1. 77.7% of users of 18-44 age group have used packers and movers service once in a lifetime.
  2. 29.6% of users are used packers and movers for inter city(between cities) and 71.4% of users used packers and movers for Local shifting.
  3. 20% of users usually search for packers and movers via google search & word of mouth.
  4. 81% of users are shifted household items by packers and movers.
  5. 92% price factor, 37% insurance coverage factor, 77% packing quality, 59% tracking availability, 66% customer support, 44% reviews and ratings.
  6. 88% of users says Real time Tracking is important.
  7. 80% of users are comfortable to book packers and movers service online.
  8. Priorities of users while choosing packers and movers are: Affordable pricing, Timely pickup and delivery, safe handling of items, Real time tracking, Insurance coverage, good reviews and ratings, Easy booking process and 24*7 customer support.
  9. Features expecting from a packers and movers website or mobile app by users are: Instant Price Quote, Realtime Live Tracking, Chat and Call support, Reviews and Ratings.

Insights from the User Interviews:

  1. Generally users remember seen brands in social media or offline advertising doing household shifting.
  2. Users research packers and movers by google search, near me, reviews, google ratings, word of mouth(recently friends used packers and movers). They enquire few packers and movers and fill the quote forms, then compare pricing who are budget friendly and finalise the packers and movers.
  3. The biggest concern for users are:
    1. Fragile & Electronic items will break?
    2. Uninstallation and Installation
    3. Valuable items may be missed?
    4. Real time Live Tracking will work or not?
    5. They will reach on time or not?
  4. Users are expecting Features and Guarantees from packers and movers:
    1. Using safety measures
    2. Damage Assurance or Insurance Policy
    3. Live Tracking
    4. Money back policy
    5. Piece to Piece replacement
    6. Customer care support / 24*7 support
  5. Users ensure the packers and movers is trustworthy when?:
    1. Ratings and Reviews
    2. Customer support care
    3. Website should be mandatory
    4. By mouth publicity
    5. By checking their social media
  6. Users are more comfortable using a service recommended by
    1. By Friends(he has seen the entire shifting process)
    2. Comparing both online and friends suggested, which ever is best
    3. Visiting offline via office
  7. Users are expectations from website or mobile app are
    1. Get a free quote
    2. Need quotation form to fill
    3. Genuine reviews by customers or feedback(Testimonials)
    4. Whatsapp & Direct call option
    5. Contact details
    6. Tracking
    7. Branch locations
    8. Services
    9. Guarantee or Damage assurance
    10. Low Price & offers
  8. Users feel using packers and movers completely online?
    1. Unsecure and uncomfortable via online until and unless if they provide damage assurance / insurance and using safety measures via process.
    2. Feels comfortable when they have reviews in website and live tracking.
  9. The importance of Real time Live Tracking while using packers and movers:
    1. Real time live tracking is mandatory and it is advantage for packers and movers who ever having this.
    2. We can track our items and plan for further next things.
  10. If users had a chance to design ideal packers and movers website/ app, then they will include:
    1. Warranty service
    2. Damage assurance
    3. Packing safety measures
    4. 24*7 support
    5. Online quote
    6. Everything like packing and unpacking should be done by them
    7. Ideal pricing should be there
    8. Instant quote(Quote form)
    9. Whatsapp chat
    10. Services
    11. Live Tracking
    12. Testimonials(Customer feedback)
    13. Gallery of successful pictures
    14. About them
    15. Office Locations/ branches
    16. Address
    17. Look and feel of website should be good

Customer Feedback Analysis & Social Listening:

Google, Playstore & Social media Reviews:

  1. Agarwal Packers and Movers Ltd.:
    1. Lost Few Items
    2. Delay Delivery
    3. Items broken(claim process is late & claim amount is less)
    4. Customer care support is poor
    5. Claims support is poor
  2. Nobroker:
    1. Login issue is there.
    2. After booking and payment done, they will assign third-party vendor: they are not responding.
    3. Customer care support is poor(Delayed and unhelpful responses).
    4. App is filled with dark patterns and popups.
    5. Long time to reply on chat.
    6. Lost few items.
    7. No coordination between contact support and third party vendors.
    8. Asking extra money after shifting.
  3. Porter:
    1. Delay arrival
    2. Unskilled Labour
    3. Poor Customer Service
    4. Lack of commitment
    5. No Trust
    6. Some time Tracking not working
    7. Google maps API is not working properly

Over all Problems:

  1. Customer care service is poor
  2. Unskilled Labour
  3. Tracking is not accurate
  4. Delay in arrival and delivery also
  5. Missing items
  6. Damaging items(fragile. Electronic items)
  7. Damage Insurance is not trusted

Solutions:

  1. Poor Customer Care Service:
    1. Train customer support staff on communication, empathy, and problem-solving skills.
    2. Introduce 24/7 support via live chat, call center, or chatbot to improve responsiveness.
  2. Unskilled Labour:
    1. Set up a structured training program for new and existing employees, focusing on handling, packaging, and delivery standards.
    2. Create a certification system to ensure only trained personnel handle critical operations.
  3. Develop or improve website and mobile apps with live tracking for customers.
  4. Set realistic delivery timelines and communicate any delays proactively.
  5. Implement a strict inventory management system with checklists at each stage of handling(because of missing items).
  6. Damaging Items(safety measures):
    1. Use standardized packaging materials and train staff on proper handling techniques.
    2. Implement quality checks before and after transport.
    3. Automate fragile item alerts in logistics software to ensure special care during handling.
  7. Work with reputable insurance partners and clearly communicate coverage details.
  8. Improve the coordination between the moving team and customer care team.

User Persona:

User Journey Map:

Competitive Analysis:

User Flow:

Flow from a user decided to shift the house to successfully shifted by a packers and movers. User decides to move, researches packers and movers, compares quotes, schedules a survey, confirms booking, prepares for moving day. Movers pack, load, transport, unload, and unpack at the new location. Move is completed successfully.

Information Architecture:

Design Details:

  1. Home Page Design
    1. Clean Hero Section with:
      1. Value proposition (e.g., "Safe & Affordable Moving Services")
      2. Quick quote form (pickup location, drop location, date, type of move)
    2. Visuals: Use professional photos of trucks, movers, packaging.
    3. Call to Action: Prominent “Get a Free Quote” or “Book Now” button.
  2. Trust Elements
    1. Customer testimonials
    2. Google ratings
    3. Trust badges: Licensed, insured, certified logos
    4. Live tracking and real-time status updates (if available)
  3. Responsive Design
    1. Ensure mobile-first design, as most users book from smartphones.
  4. Extra Features
    1. WhatsApp integration for booking updates
    2. Live Chat

Design Strategy:

Executive Intent:

To create a user-friendly, trustworthy, increase accessibility and efficient website that simplifies the process of booking packers and movers by providing reliable service options, real-time tracking, and excellent customer support. Ultimately ensuring a stress-free moving experience for residential and commercial users. And Builds trust through transparency and ease of use.

Objectives:
  1. Increase Bookings: Boost the no. of Bookings by 20% with in the first year.
  2. To reduce drop-offs and improve the website journey in both desktop and mobile views.
  3. Improve conversion rates: Enhance the user experience to increase the conversion rate of enquiries to bookings by 15%.
  4. Build brand loyality: Increase repeat users by 30% by offering a seamless and trustworthy shifting experience.
User Research Insights:
  1. Target Audience:
    1. Aged: 18-44, looking for packers and movers for household shifting with in a city and between cities.
    2. Need of Packers and movers for shifting there household items.
  2. User Pain Points:
    1. Reliability & Security Concerns
    2. Lack of Patience & Professionalism
    3. Communication Issues
    4. Unexpected Charges Post Shifting
  3. User Journeys:
    1. Map out the journey from discovering the platform to filling the quote form, identifying points of friction and opportunities for improvement.
Market & Competitive Analysis:
  1. Market Trends:
    1. Growing demand for packers and movers by digital platforms.
    2. Increasing preference for mobile-first experience.
    3. Rising concern over Reliability, Security Concerns and Communication Issues.
  2. Competitive Benchmarking:
    1. Analyze competitors like porter, nobroker, agarwal packers and movers to identify best practices and areas where your platform can differentiate.

Design System:

Typography: Inter(for all the content)

Inter is our go-to font for content. It’s optimized for screens, easy to read, and blends well with our visual design. This ensures a seamless reading experience across all devices without compromising on style or accessibility.

Colour scheme:

Branding colours: #bf2c20 #ffcd00

Brand Identity and for impact & draw attention

Text colour: #252c32

Dark grey for clean, readable body text

Link colour: #183899

Strong blue for trust and visibility

Imaginary:
Low Fidelity Wireframes:
Homepage
Thank you page
High Fidelity Wireframes:
First version Link: https://www.figma.com/design/B0KFYtLeWbNFImHFUO67pG/Agarwal-Packers---Movers-Website?node-id=86-1213&t=qfbay2I4N0R16nGT-1
Usability Testing: Insights got from usability testing:
  1. Use one or two font families.
  2. Check for alignment & unwanted spaces.
  3. Form placeholder colour should be darken.
  4. In mobile responsive, form is not appearing in first screen.
  5. Yellow colour is some what dark, it is disturbing the journey.
Second Version High Fidelity Wireframes:
Homepage
Thank you page

Homepage
Thank you page

Second version Link: https://www.figma.com/design/B0KFYtLeWbNFImHFUO67pG/Agarwal-Packers---Movers-Website?node-id=185-4096&t=qfbay2I4N0R16nGT-1
Prototyping:
Link for Website Prototype: https://www.figma.com/proto/B0KFYtLeWbNFImHFUO67pG/Agarwal-Packers---Movers-Website?page-id=0%3A1&node-id=183-3336&viewport=278%2C272%2C0.5&t=r6cN5fLiZwystvYw-1&scaling=min-zoom&content-scaling=fixed&starting-point-node-id=63%3A8
Link for Website mobile responsive Prototype: https://www.figma.com/proto/B0KFYtLeWbNFImHFUO67pG/Agarwal-Packers---Movers-Website?page-id=0%3A1&node-id=120-1275&viewport=278%2C272%2C0.5&t=r6cN5fLiZwystvYw-1&scaling=min-zoom&content-scaling=fixed&starting-point-node-id=120%3A1275
Results:
  1. ✅ Increased overall revenue by 40% within 6 months — accomplished with zero additional costs, demonstrating the ROI power of smart UX.
  2. ✅ Crafted engaging landing pages that directly contributed to the success of targeted advertisement campaigns.
  3. ✅ Significant increase in website views, driven by better user experience, higher relevance, and improved search performance.
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