ACADEMIC PROJECT | 2026
Service Design of a Proactive Home Care Platform
I worked on designing a new proactive home care service from the ground up, mapping household needs, identifying gaps in existing maintenance experiences and connecting people, services, and timely interventions into a more seamless home management ecosystem.
Team: Avni Joshi, Navisha Rai & Sowmya Anantha Jayaraman
Human Machine Interaction
Service Blueprinting
CX Research
Business Design
UNDERSTANDING KLOCKIT
PROACTIVE
HOME CARE
klockit
The proactive care companion for your home
Klockit is a proactive care service that remembers what’s due, notices what needs attention, and handles the
follow-up, so households stop reacting to breakdowns.
Challenge
Home maintenance is often reactive and fragmented, leaving people to identify problems, find reliable service providers and coordinate repairs only when something goes wrong.
Approach
We explored household needs, mapped existing maintenance journeys and designed a proactive service ecosystem connecting home care, timely interventions and service providers.
Outcome
A proactive home care service concept and blueprint designed to simplify household management, anticipate maintenance needs, and create a more seamless experience for homeowners.
What if taking care of a home didn’t depend on remembering everything?
THE HOME CARE MARKET
A home has three parts: systems, appliances, and upkeep. We started with appliances because recurring issues kept coming up there and care behaviour is easiest to see.
Appliances
AC, RO purifier, geyser and washing machine.
INITIAL FOCUS
Systems
Wiring, plumbing and other home infrastructure.
Wider home scope
Upkeep
Cleaning, pest control and recurring services.
Wider home scope
Home Systems
Home Upkeep
Home Appliances
The opportunity
₹5.1 lakh crore per year · 90.5% unorganised · online platforms under 1%. Source shown in the supplied artefact: Redseer, in Urban Company’s RHP, FY2025. Source-document verification pending.
Homes hold household wealth
77% of the average Indian household’s total assets are in real estate. Draft attribution: RBI Household Finance Committee, 2017; exact wording and basis to be verified.
Market structure · Redseer attribution, FY2025 · Open for detail
Systems, appliances and upkeep · original scope diagram · Open for detail
Why appliances · original research scope decision · Open for detail
DEFINING THE PROBLEM
No monitoring. A signal appears. The household defers action or weighs cost and trust. The issue either escalates into failure or is fixed early. Every outcome resets the baseline for the next signal.
THE PROBLEM
Reactive care makes the breakdown the trigger.
Most home services today are reactive: acting only after a fault becomes a visible breakdown, not before. For appliances, that shortens their life and turns preventable issues into avoidable e-waste at scale.
Household
38% had three or more appliances under five years old needing repair.
Draft · LocalCircles, 2022 · verification pending
Society
5–15% less AC energy use when a dirty, clogged filter is replaced with a clean one.
Artefact attribution · US Department of Energy, Energy Saver
Global
14 lakh tonnes of e-waste in India in FY2024–25.
Draft · source and reporting period to be verified
Reactive maintenance · original decision flow · Open for detail
Household, society and global consequences · original excerpt · Open for detail
AUDITING WHAT EXISTS
Urban Company
Verified professionals, a rate card and warranty. The household books a repair or servicing visit.
Model described in supplied audit; current availability not verified
Croma ZipCare
Maintenance and protection plans. The household buys a plan, then calls or emails for each visit.
Model described in supplied audit; current availability not verified
Urban Company and Croma ZipCare · original comparison · Open for detail
Reactive to preventive · original service audit · Open for detail
LISTENING TO HOUSEHOLDS
Research snapshot · 150 survey responses and 12 interviews. The original screenshot explicitly calls this a placeholder sample; the numbers are not verified participant data.
Illustrative · to be replaced with real data
34%
Wait until it gets worse.
Illustrative · to be replaced with real data
63%
Can’t find a technician they trust.
Illustrative · to be replaced with real data
62%
Would give up if booking takes over two minutes.
Illustrative · to be replaced with real data
Participant voice · unverified draft
“If booking takes more than a couple of minutes, I just live with it a little longer.” Not attributed to a real participant; verbatim source needed.
Personas
Rohan, 34 · The time-poor self-manager needs zero-effort upkeep without phone calls. Aditi, 32 · The remote caretaker looks after her parents’ home from a distance and hears about problems late. Ages are draft persona details, not verified participant information.
The shared need
Two different people, one shared need: care that happens without them having to be there, or to remember.
Research sample · explicitly a placeholder in the source · Open for detail
Research findings · original placeholder charts · Open for detail
Rohan and Aditi · original persona artefact · Open for detail
FINDING THE CORE NEED
Households don’t want to manage care. They want it noticed, trusted and handled, without it becoming their job.
Foresight
Nobody notices a problem until it forces itself into view.
Notice early
Trust
The person who touches your home may not be someone you can verify.
Make care verifiable
Convenience
Every extra step is a reason to live with it a little longer.
Reduce effort
Foresight
Convenience
Trust
Preventive Healthcare
Home Maintenance
Proactive Home Care Service
Cross Pollination
Consultation
Service Core
Diagnosis
Care
Sustain
Awareness
Early Detection, Testing, Health Check Report, Prescribe
Maintenance & Repair
Follow-up, Scheduling and Continued Engagement
PROTOTYPING
Test whether convenience, trust and foresight decide how a household treats its home.
01 · Allocate
What matters most to me?
Worksheet exercise
02 · Sort
How do I actually deal with these issues?
Worksheet exercise
03 · Evaluate
What would I want a service to do?
Worksheet exercise
Draft worksheet readout
61% of points went to appliances · 44% of appliance cards were sorted into “only when something breaks” · foresight scored a 61% average as “must have.” These are unverified draft figures.
Three takeaways to test
Attention concentrates on appliances, especially AC and RO. Reactive care reappears. Foresight is the least-served part of the proposed experience.
An earlier service prototype
The original laptop-care collateral below documents a different exploratory scope. Its ₹499 payment prompt and booking communication are not the proposed AC/RO plan prices or evidence of a validated home-care pilot.
Booking Confirmation
Payment
Earlier laptop-care prototype · team and service setting · Open for detail
FROM INSIGHT TO DESIGN BRIEF
Designing a service that notices what a home appliance needs before it fails, verifies every visit so it can be trusted without checking up on it, and takes less effort to book than to keep ignoring the problem.
Notify before failure
Foresight becomes a proactive nudge rather than a reminder the household must manage.
Foresight → Notices
Prove the visit
A proof-of-work report makes the visit legible without checking up on it.
Trust → Verifies
Make booking easier
Remove coordination from the path to care.
Convenience → Reduces effort
Moving into ideation
10 how-might-we questions, plotted by impact vs effort. Original questions and rankings are not available here; the matrix remains a source placeholder.
Foresight
Convenience
Trust
09 / INTRODUCING KLOCKIT
The proposed service starts narrow: AC and RO water purifier care, any brand, with a longer-term home-care vision.
Starting with appliances
Launch: AC + RO water purifier. Next: geyser + washing machine. Then: refrigerator + chimney + microwave. Later: home systems. These are intended stages, not currently available services.
Klockit logo, identity and service proposition · Open for detail
Original Klockit brand lockup · proactive home care · Open for detail
10 / HOW THE CARE LOOP WORKS
Application interface design and user journey · Six connected steps turn an appliance record into an ongoing care relationship. Explore each proposed step below.
01 / Register
Scan the invoice or sticker. Klockit builds an Appliance Passport.
Phone screen · Register
Individual export to be added · original six-screen artefact follows below.
Original six-screen application concept · Open for detail. Interface promises are proposed service behaviour, not operating guarantees.
The feature system
Foresight
Appliance Passport, care calendar, one-tap check-ins.
Launch · Early-warning score: Next
Trust
Verified technicians, proof-of-work report, published rate card, 90-day work warranty.
Launch · Intended service features
Convenience
Two-minute setup, auto-scheduled visits, WhatsApp first.
Launch · Care Circle: Next
The hardware ladder
L0 · Appliance record / L1 · Context: season, heat and water hardness / L2 · WhatsApp or voice check-ins / L3 · Connected appliances / L4 · Optional clip-on sensor. The pilot is designed to run on L0 to L2.
The feedback loop
Step 6 feeds step 2: every visit is intended to make the next alert more accurate. This is a design hypothesis, not a measured outcome.
Register · original service-loop concept excerpt · Open for detail
Rohan and Aditi · original application user-journey excerpt · Open for detail
11 / BLUEPRINTING THE SERVICE
Consultation, Diagnosis, Care, Sustain. Preventive care is the primary path. Reactive entry joins the same longer-term care relationship after diagnosis.
Service blueprint
The supplied blueprint excerpt connects frontstage touchpoints with backstage work, support systems and failure points. The image is an original excerpt, not a complete export; open it for detail.
Klockit service blueprint · full-size · complete export to be added
Two entry paths, one relationship · original service journey · Open for detail
Service blueprint · original supplied excerpt · Open for detail
12 / GROWTH PLAN
Home Systems
Home Upkeep
Home Appliances
Essential
₹[2,999]/year
Illustrative · to be replaced with real data
Care Circle
₹[5,499]/year
Illustrative · to be replaced with real data
[plan name]
₹[4,999]/year
Illustrative · to be replaced with real data
Market opportunity · assumptions
TAM: ₹2.9 lakh crore. SAM: ₹1.0 lakh crore, 53 million households. SOM: ₹20–25 crore. Underlying assumptions and source document remain unverified.
Comparison anchor · to verify
Croma ZipCare’s one-year AC AMC: ₹2,499 list price, or ₹1,999 on offer. Draft comparison only; current source and offer terms need confirmation.
Each phase has to prove something before the next begins.
0 / Prove it
Months 0–6 · 1 city · 1,000 households. AC and RO only.
Gate: [threshold] · Illustrative · to be replaced with real data
1 / Densify
Months 6–18 · 3 cities · 15,000 households.
Gate: [threshold] · Illustrative · to be replaced with real data
2 / Widen
Months 18–36 · Up to 8 cities · 100,000 households.
Gate: [threshold] · Illustrative · to be replaced with real data
3 / Platform
Month 36 onward · Expand the platform model.
Gate: [threshold] · Illustrative · to be replaced with real data
North Star · Surprise-free households
The share of covered households that get through the year without an unplanned appliance failure. Supporting measures: CAC, Renewal, LTV and payback, Margin. No performance data yet. This is what the pilot will measure, not results.
Acquisition: How do the households find us?
Activation: How do they experience value?
Retention: How do they stay with us?
Revenue: How do we make money?
Engagement: How do we make money?
Referrals: How do we make money?
Product Metrics
13 / GO-TO-MARKET STRATEGY
Start small: a landing-page and price test, then a waitlist, then a hand-held concierge setup in one city. AC and RO only.
Gift loop
Care Circle bought → parents’ home runs smoothly → Aditi recommends → a friend buys.
Proposed acquisition loop
Point-of-sale loop
Appliance sold → Passport pre-filled → plan attached → renewal in year two.
Retail and OEM attach comes in phase 2
Density loop
More homes in a society → shorter routes → better slots and lower cost → more homes.
RWA WhatsApp groups carry the word
Data loop
More visits → better risk model → fewer false alarms → more trust.
Proposed learning loop
Marketing / landing page / onboarding collateral · original home-care campaign to be added
Stakeholder ecosystem · demand, supply and channels · Open for detail
SCALING UP
Month 6: 1 city, 1,000 households. Month 12: 3 cities, 6,000. Month 18: 3 cities, 15,000. Month 24: 5 cities, 35,000. Month 36: 8 cities, 100,000. All figures are placeholder targets, not forecasts.
Illustrative · to be replaced with real data
Alerts that cry wolf
Why it matters: [fill from source document] / How we reduce it: [fill from source document] / Early signal: [fill from source document]
Risk to validate
Technician quality and leakage
Why it matters: [fill from source document] / How we reduce it: [fill from source document] / Early signal: [fill from source document]
Risk to validate
Households won’t pay for prevention
Why it matters: [fill from source document] / How we reduce it: [fill from source document] / Early signal: [fill from source document]
Risk to validate
Five validation questions
Will households pay upfront for prevention? Does a one-tap check-in give a usable signal? Can a remote caretaker set up care for parents without friction? Does proof of work change trust in the visit? Do technician economics work? Success thresholds: [threshold].
Four growth phases · original placeholder targets · Open for detail
15 / THE FUTURE OF KLOCKIT
Illustrative · to be replaced with real data
FUTURE DIRECTIONS · NOT CURRENT FEATURES
A home that’s cared for, without the mental load.
Households don’t want to manage care. Klockit notices it, proves it and handles it.
More appliances
AC and RO → geyser and washing machine → refrigerator, chimney and microwave → home systems.
Today to later
Smarter noticing
Rule-based alerts → learned alerts → connected appliances → optional Klock Pulse sensor → repair-or-replace advice.
Future direction
Service to platform
Household service → white-label for OEMs and retailers → insured cover through partners → a second revenue line.
Future direction
Intended impact · not measured
Fewer surprise failures [__] · Less wasted energy [__] · Fewer appliances replaced [__].
Learnings
Designing the trigger matters as much as designing the visit. Foresight, proof and low-effort coordination need to work as one service, not as isolated features. Starting with AC and RO keeps the concept focused enough to test. A complete blueprint makes operational dependencies visible; it does not prove that households will pay or that technician economics work.
Design reflection · synthesised from the proposed service. Validation and pilot outcomes remain to be documented.