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Build an Online Service Marketplace Platform: Inspired by AV Hero

By September 5, 2023December 12th, 2023Software Development
Av hero feature

In summary, on-demand service platforms have transformed various industries by providing consumers with immediate access to a wide range of services. They offer convenience, flexibility, and personalization, but they also face challenges related to regulation and worker rights. As technology continues to evolve, the on-demand economy is expected to further disrupt traditional service delivery models.

The Emergence and Growth of Online Service Marketplace Platforms: An Overview

The digital era has witnessed a remarkable transformation in the way we access and utilize services. Online service marketplace platforms have emerged as a powerful force, revolutionizing traditional service industries and connecting service providers with customers in an unprecedented manner. In this article, we will explore the emergence, growth, and impact of on-demand service platforms, focusing on AV Hero as a prominent example.

The Evolution of Online Service Marketplaces

Online service marketplaces have come a long way, from simple online directories to sophisticated platforms that cater to a wide range of services. Initially, Craigslist and Gumtree provided a bare online space for individuals to advertise services or find local service providers. However, the landscape changed with the advent of dedicated platforms such as Upwork, Fiverr, TaskRabbit, and Thumbtack. These platforms introduced advanced features, streamlined processes, and secure payment systems, revolutionizing the service industry.

Benefits for Service Providers

Online service marketplaces have opened up unprecedented opportunities for service providers. Freelancers, consultants, and small businesses can now access a global customer base, transcending geographical barriers. These platforms allow service providers to showcase their skills, build a professional reputation through ratings and reviews, and secure a steady work stream. Moreover, the platforms handle administrative tasks like invoicing and payment processing, enabling service providers to focus on delivering high-quality services.

Advantages for Customers

Customers, too, have greatly benefited from on-demand service platforms. These platforms offer a vast pool of service providers, making finding the right match for specific needs and budgets easier. Customers can review profiles, portfolios, and ratings of service providers, ensuring informed decision-making. The platforms often provide secure payment systems, dispute resolution mechanisms, and customer support, enhancing trust and reliability in the service hiring process.

Economic Impact

The growth of online service marketplaces has profoundly impacted the global economy. It has fueled the gig economy, offering flexible work arrangements and creating individual income opportunities. Small businesses and startups can access specialized talent without extensive hiring processes. The increased efficiency and accessibility of services have also stimulated entrepreneurship and innovation, driving economic growth and market competition.

Future Trends

Looking ahead, several trends are shaping the future of online service marketplaces. AI-powered matching algorithms and machine learning are improving the accuracy of service provider recommendations, enhancing the user experience. Niche marketplaces catering to specific industries or services are gaining popularity, catering to unique customer demands. Additionally, blockchain technology can enhance trust, security, and transparency in transactions within these on-demand service platforms.

AV Hero case study

Online service marketplace platforms like AV Hero have transformed the way services are sought, provided, and consumed. AV Hero has established itself as a leading audiovisual service marketplace, connecting talented professionals with customers needing their expertise. These platforms benefit both service providers and customers, offering convenience, efficiency, and a global reach. With their impact on the economy and the continuous advancement of technology, on-demand service platforms like AV Hero are set to play a crucial role in shaping the future of work and transforming traditional service industries.

Introduction to AV Hero and its unique proposition in the market

The rise of on-demand service platforms has revolutionized the way consumers access services and products. Fueled by technological advancements and changing consumer preferences for convenience and instant gratification, these platforms have diversified to cover numerous categories, from transportation to healthcare. They’ve created flexible work opportunities within the gig economy and leveraged data for personalization. However, they also face regulatory challenges. The COVID-19 pandemic further accelerated their adoption, making on demand services an integral part of modern life, with continued disruptive potential across various industries.

1. The Dual User Experience

1.1 Exploring tailored interfaces for both customers and HEROes

Customer: The creation of this user interface is specifically designed to cater to the needs, preferences, and requirements of individuals who are seeking services in Audio, Video, Control or Any Others through this platform.
The customer interface is created such that the customers can create an account that is either for Residential or Business. They can create a booking requesting for any services and based on the distance or preference they will get a Hero assigned to do the services. Once the Service is completed, the user pays by credit card added before creating a booking.

In addition to this, the customer has an ability to mark any hero as their favorite and rate a booking from 5 Stars, where they get suggested for the Hero to do the service. Also the customers have a privilege that if they get their account CC checked, then the Superadmin pays for their services.

Hero: The creation of this user interface indicates the development of interfaces that are tailored to their unique requirements and tasks, ensuring they have efficient tools and interactions to fulfill their roles for the users seeking services in Audio, Video, Control or Others through this platform.

The Hero interface is created such that the Hero can create an account with their basic details. They then attend an Assessment that will be personally checked by the Superadmin and they assign the experience level for the Hero accordingly. There are three levels of Experience, they are Beginner, Intermediate and Expert: These then play a vital role in getting a service for the Hero.

Once the hero passes the assessment, they will have a Background Check done and finally a Hero code is assigned to them making them eligible to take up any Job. But in case the Hero fails they need to wait for 3 months to attend the Assessment once again.

The Hero with Expert gets the first preference and while the Beginner gets the last preference. In case there is a Preferred Hero (Favorite), they get notified about it first. Once the Service is completed, the amount is sent directly to the Hero’s Bank account.

Av hero feature online services

1.2 Benefits of a dual user-centric design in enhancing user experience
A dual user-centric design approach, catering to the needs of both customers and service providers (HEROes), enhances user experience by improving usability, communication, trust, and efficiency. It fosters personalized interactions, encourages user engagement, and establishes a feedback loop for continuous improvement. Ultimately, such a design not only ensures customer satisfaction and loyalty but also attracts and retains quality service providers, contributing to the long-term success and growth of the platform.

2. Dynamic Service Matching: The Heart of AV Hero

2.1 Real-time notification system
When a user creates a booking they can create an ASAP or Future Booking.

When a user creates a new booking, from the time they create till the booking is either closed, canceled or expired the hero, customer and superadmin gets notified via the site and emails. The Heroes are also notified about a new Job via SMS as well.

Refer to the Booking Flow:
Booking Flow without CC BY PASS: Booking flow – w/o CC By Pass
Booking Flow with CC BY PASS: Booking flow – with CC By Pass

2.2 Notification system for the system

The hero, customer and superadmin get notification through email. The heroes additionally get notified by SMS as well.
Each customer is notified via email under the following conditions:

  • When a customer creates an account
  • When a customer creates a new booking
  • When the status of the booking is updated
  • When the booking is completed
  • When the customer credit card expires
  • When booking expires
  • When the booking is canceled
  • Reminder for future booking
  • If a Booking is rescheduled
  • When a booking is not accepted by any hero
  • When a booking is made with a preferred hero
  • When a payment is completed
  • When a booking is contested
  • When a booking is reposted

Each Superadmin is notified via email under the following conditions:

  • When a customer creates a new booking
  • When the status of the booking is updated
  • When the booking is completed
  • When booking expires
  • When the booking is canceled
  • Reminder for future booking
  • If a Booking is rescheduled
  • When a booking is not accepted by any hero
  • When a booking is made with a preferred hero
  • When a booking is contested
  • When a booking is unresolved
  • When Hero completes assessment

Each Hero is notified via email under the following conditions:

  • When a hero creates an account
  • When a hero submits an assessment
  • When a Hero passes / fails the assessment
  • When a Hero needs to take the background check
  • Reminder to take up the assessment again, if they failed previously
  • When a new booking is created, based on location and experience
  • When the status of the booking is updated
  • When the booking is completed
  • Reminder for future booking
  • If a booking is rescheduled
  • When a booking is made with a preferred hero
  • When a booking is canceled, contested or reposted
  • When a payout is completed


2.3 The advantages of connecting customers with nearby HEROes efficiently

Connecting customers with nearby HEROes efficiently offers several significant advantages:

  • Faster Response Times: Efficient connections reduce the time it takes for customers to receive services. HEROes can respond quickly to nearby requests, resulting in shorter waiting times and improved customer satisfaction.
  • Improved Convenience: Customers benefit from the convenience of on-demand services when they can access nearby HEROes promptly. This convenience leads to higher utilization of services and increased customer loyalty.
  • Enhanced Trust and Safety: Knowing that a nearby HERO is available creates a sense of security for customers. In emergency situations or urgent service needs, this trust in prompt assistance is crucial.
  • Optimized Resource Utilization: Efficient connections minimize idle time for HEROes, allowing them to stay busy and maximize their earnings. This results in more productive use of resources and a higher return on investment for HEROes.
  • Reduced Environmental Impact: Shorter travel distances for HEROes contribute to reduced carbon emissions and environmental impact, aligning with sustainability goals and attracting environmentally conscious customers.
  • Improved Service Quality: HEROes can provide better service when they are in close proximity to customers. They can arrive quickly and efficiently address customer needs, leading to higher-quality service delivery.
  • Enhanced Customer Experience: Quick, efficient connections contribute to an overall positive customer experience. Happy customers are more likely to become repeat customers and recommend the service to others.
  • Data-Driven Insights: An efficient system can collect valuable data on customer behavior, service provider performance, and demand patterns. This data can be used for further optimization and strategic decision-making.

2.4 Discussion on the flexibility of scheduling: ASAP VS Future bookings

The flexibility of scheduling, whether through ASAP (As Soon As Possible) or Future bookings, offers distinct advantages and considerations, catering to different user needs and service scenarios:

ASAP Bookings:

  • Immediate Gratification: ASAP bookings are ideal for customers who require rapid service. It’s particularly beneficial for urgent situations, such as fixing a plumbing leak or hailing a ride in minutes.
  • Spontaneity: They accommodate spontaneous decisions and impromptu needs. Customers don’t need to plan far in advance, making it convenient for unpredictable situations.
  • Real-time Availability: HEROes can quickly respond to ASAP requests if they’re available. This can be advantageous for service providers seeking to fill gaps in their schedules.
  • Variable Demand: HERO availability for ASAP bookings can vary throughout the day, depending on the location and time. This can be challenging if immediate service isn’t readily accessible.

Future Bookings:

  • Planning and Convenience: Future bookings allow customers to plan services in advance, making them suitable for appointments, events, or routine maintenance tasks. This offers convenience and ensures a guaranteed time slot.
  • Predictable Scheduling: HEROes can manage their schedules more effectively with future bookings, allocating time for specific appointments. This can lead to better time management and reduced downtime.
  • Balanced Demand: Future bookings distribute demand more evenly throughout the day, which can help HEROes optimize their workflow and earnings. This balance benefits both customers and service providers.
  • Specialized Services: Some services, like consultations or event planning, necessitate advanced scheduling to ensure the availability of specialized HEROes or resources.


  • Flexibility: The ideal choice between ASAP and Future bookings depends on the nature of the service and user preferences. Offering both options allows users to select what suits them best.
  • HERO Availability: Balancing HERO availability for ASAP and Future bookings can be challenging. Service providers may need incentives or tools to manage their schedules effectively.
  • User Expectations: Managing user expectations is crucial. Customers opting for ASAP bookings should understand that immediate availability is subject to HERO availability, while Future bookings offer a guaranteed time slot.
  • Optimization: Utilizing data analytics can help optimize scheduling by identifying peak demand hours, allowing for better allocation of resources and adjusting pricing strategies if necessary.
  • Communication: Clear communication channels, notifications, and reminders for both ASAP and Future bookings are essential to ensure a seamless experience for users and HEROes.

Thus flexibility of scheduling, whether through ASAP or Future bookings, caters to a wide range of user needs. Offering both options and managing them effectively can help create a well-rounded service platform that accommodates urgent requests and planned appointments, ultimately enhancing user satisfaction and HERO efficiency.

3. Safety, Trust, and Reliability

3.1 Onboarding process for HEROes: assessments and background checks

When a user Signs up to become a hero the go through the following flow to qualify as a AV Hero

  • Signup for the Hero requires First name, last name, phone, email, and password. (allows Sign Up through Facebook and Google account as well)
  • Once the sign up is completed the Hero needs to be verified with the verification code sent to the provided number
  • After the Hero is verified successfully, the hero needs to take an assessment.
  • The Assessment comprises a set of 20 questions that are configurable questions from the admin. The Hero needs to answer all of these and the admin will curate the answers Manually.
  • Based on this, the Admin approves a Hero then as Passed or Failed.
  • If the Hero qualifies the assessment and gets passed, they are then assigned the experience level. There are there experience levels:
  •  Expert (First preference while getting notified for a bookings)
  • Intermediate (Next preference while getting notified for a bookings)
  • Beginner (Last preference while getting notified for a bookings)
  • The Superadmin then does a Background Check using a third party application. Where the Hero is sent a Background Check form via email and then they are carefully examined and Approved / Declined
  • For any User to be qualified as Hero they must have to be Passed in the Assessment and get the Background Check Approved.
    If the Hero is qualified the Hero will be allowed to access the app and can view the Dashboard.
  • If the admin doesn’t approve the Hero after validating the assessment he is allowed to login but after which nothing is accessible meaning the Hero is not qualified.
  • They are only allowed to take up the assessment after 3 months. They are notified requesting to come back in the future and a reminder email is sent after 3 months when they can take up the test again.
  • Cycle through different assessments, the super admin will provide the ability for the user to attend up to 3 assessments and the system would automatically choose 20 choices.

3.2 Importance of building trust in on-demand service platforms

Building trust is paramount in on-demand service platforms for several compelling reasons:

  • User Confidence: Trust instills confidence in users. When customers trust the platform, they are more likely to use it frequently and recommend it to others. Likewise, service providers (HEROes) who trust the platform are more inclined to continue offering their services.
  • Safety and Security: Trust ensures the safety and security of all participants. Customers trust that their personal and financial information is secure, while HEROes trust that they will receive payment for their services.
  • Reliability: Trust is closely tied to reliability. Users expect the platform to consistently deliver the services they request, on time and as promised. When this trust is maintained, users are more likely to return.
  • Transparency: Transparent business practices, including clear pricing, terms of service, and communication, build trust. Users need to understand how the platform operates and what they can expect.
  • Conflict Resolution: Trust is essential in resolving conflicts and disputes. When issues arise, users trust that the platform will impartially investigate and provide a fair resolution. This trust is crucial for dispute resolution mechanisms to work effectively.
  • Repeat Business: Trust leads to customer loyalty. Satisfied customers who trust the platform are more likely to return for future services, contributing to the platform’s long-term success.
  • Attracting Quality Service Providers: HEROes are more likely to offer their services on platforms they trust. This leads to a more diverse and skilled pool of service providers, ultimately benefiting customers.
  • Data Privacy: Trust is essential when handling user data. Customers trust that their data will be handled responsibly and ethically, in accordance with privacy regulations.
  • Marketplace Integrity: Trust maintains the integrity of the marketplace. When users trust that the platform is free from fraud and scams, they are more willing to transact within the ecosystem.
  • Positive Reputation: A trustworthy platform develops a positive reputation in the market. This reputation can attract more users, partners, and investors, fostering growth and sustainability.

3.3 A look into AV Hero’s efficient dispute resolution system

AV Hero has unique ways of dispute resolution. The users are provided with options to convey any inconvenience they have faced during a service. They consider the inconvenience from both the Hero and Customer side. Few ways of conveying inconvenience to the superadmin are:

  • Contested Booking: Once a booking has been marked completed by the hero the customer has to approve it and proceed with the payment but if they are not satisfied with the time given by the Hero they can contest a booking and adjust the time and submit it for approval. The superadmin then checks and decides if it is valid or not.
  • Unresolved booking: Once the service is completed, if the hero is unable to resolve the customer issue, they can mark it as unresolve for which further steps are taken by the super admin until the issue is marked resolved.
  • Booking Cancellation: If a Booking is canceled depending on who canceled and the reason it was canceled. A booking can be canceled by both Hero and Customer but the superadmin determines if the hero will be paid or not based on the conditions of cancellation, ensuring the hero fairly gets what it deserves. Any booking can be canceled only when the superadmin approves it.
  • Contact: For any other queries or inconvenience, the users can reach out to the superadmin using the contact form in the footer of the site The superadmin gets an email and makes sure that no query goes unanswered.

4. Admin Oversight and Analytics: Behind the Scenes:

4.1 The role of supadmin oversight in ensuring smooth platform operations

AV Hero Has an Admin site where all the superadmin manages all the users and bookings along with their associated modules.

4.1.1 Services: AV Hero Has an Admin site where all the superadmin manages all the users and bookings along with their associated modules.

4.1.2 Assessment: This is to display the assessment questions the admin has added that will be asked to the heroes to find the capability and knowledge they have on the services to determine if the user qualifies to be an AV Hero.

4.1.3 Customers:

  • This is to show all the existing Customers in the database.
  • The database consists of the Customer Name, email, company, phone number, cc by pass status, role, joining date and Active status.
  • THe Customer name shows the Customer details
  • On Clicking the edit we can edit Customer details
  • On clicking booking we can see all bookings related to that Customer

4.1.4 Heroes:

  • This is to show all the existing Heroes in the database.
  • The database consists of the Hero Name, email, company, phone number, cc status, role, joining date and Active status.
  • The Hero name shows the Hero details.
  • The “Experiences” button helps us see the hero’s experiences.
  • The “Tests” button helps us see the hero assessment.

4.1.5 Bookings:

  • This is to show all the existing Bookings in the database.
  • The database consists of the Booking id, Customer Name, Hero Name, Company Name, Location, Scheduled at, status, CC Bypass status and Booking type.
  • The customer/Hero name shows their details and the booking id will show the booking details.
  • The History shows the booking history.

4.1.6 Contested Bookings:

  • This is to show all existing Contested Bookings in the database.
  • A contested booking is when the user marks the booking asn contested and it is approved by the superadmin.
  • The database consists of the Booking id, Minimum work done by the hero, minimum Contested, Notes, Hero CF, Customer CF, Minimum time approved and Total CF to be paid.
  • The booking id gets the booking details.

4.1.7 Action Items:

  • This is to show all the pending tables in the database.
  • The tables in this tab are: Accounts Receivable, Assess Heros, Unresolved Bookings, Resolve Contested Bookings and Approved Canceled Bookings.

4.1.8 Flagged Users:

  • This is to show the list of all heroes with negative ratings.
  • It consists of the name, rating, active status and Bookings.
  • It allows the superadmin to track down the inefficienct heroes and help improve user satisfaction.

4.1.9 FAQs:
This is to show the list of Frequently Asked Questions with their Answers, their active status and edit and delete option.

4.1.10 App Settings:
This is where the superadmin sets the defaults for the Hourly Rate in Dollar, Service Fee in Dollar, ASAP Booking Time in minutes, Search Radius in miles and reasons for the Hero and Client cancellation.

4.1.11 Add Credit Card
This is where the Credit Card Details of the superadmin are added which is used for the payment of users who are marked as CC by Pass.

4.2 The power of analytics in driving platform improvements and understanding user behavior

The DashBoard shows the overall update of the activities in the user website both Hero and Customer interface. Here the superadmin can see the charts for the User Role and Services. It has the User Count, Booking Count, Payment count and Expired booking. It has Bar charts for the Bookings, Users Added Daily, Expired Bookings and Payments Count.

5. Comparative Analysis: AV Hero vs. Other Platforms

5.1 Comparison of AVHero with other popular on-demand service platforms

AVHero, as an on-demand service platform specializing in connecting customers with Audio-Visual (AV) professionals that can be compared to other popular on-demand service platforms in terms of various key factors such as:

Service Specialization: AVHero focuses specifically on AV-related services, such as sound system setup, video production, Control systems and live streaming, where other platforms like TaskRabbit or Thumbtack offer a broader range of services, from home repairs to personal assistance.

Provider Verification: AVHero may require specific qualifications or certifications for its AV professionals to ensure quality service in their niche. In contrast, broader platforms may have a wider variety of service providers with varying levels of expertise.

Service Coverage: AVHero’s service coverage may be limited to specific regions or cities, while larger platforms often operate in numerous locations, providing services to a more extensive and diverse customer base.

Pricing Structure: AVHero may have a pricing structure tailored to AV services, potentially with different pricing models and rates compared to general service platforms. Users may find more standardized pricing on larger platforms.

User Experience: User experience on AVHero may be more focused on AV-related needs, with specialized features and tools. Broader platforms typically offer more generalized user experiences across various service categories making the application unique.

Customer Support: AVHero may provide specialized customer support for AV-related inquiries and issues, while larger platforms may offer more general customer support for a wide range of service categories.

Reviews and Ratings: Reviews and ratings on AVHero may be more specific to AV services, offering users insights into a provider’s expertise in that field. Larger platforms may provide more generalized reviews, which can be less service-specific.

Competition: AVHero may face less competition in its niche, potentially leading to a more focused and less saturated marketplace. Broader platforms often have more intense competition among service providers.

5.2 Highlighting the unique features and advantages of AV Hero.
The unique features and advantages of AV Hero are:

  1. CC By Pass: If the superadmin marks a customer as “CC By Pass”, all further bookings done by the customer are paid by the superadmin.
  2. Contested Booking: If the customer is unsatisfied with the work hours of a hero they can contest a booking and adjust hours which is finally approved by the superadmin.
  3. Assessment based Selection: Any Hero is selected based on the assessment and background check and are accordingly given the experience level they qualify for.
  4. Constant Contact API: All users that created an account are added here to keep a track of the number of users in the site. This integration allows more effective and targeted email marketing campaigns while maintaining compliance with email marketing regulations.


6.1 Reflecting on the potential impact of AV Hero in the on-demand service industry

AV Hero, as a specialized on-demand service platform focusing on connecting customers with Audio-Visual (AV) professionals, has the potential to make a significant impact in the on-demand service industry. Here are some reflections on its potential impact:

  • Niche Specialization: By narrowing its focus to the AV industry, AV Hero can excel in providing highly specialized services. This specialization ensures that customers receive high-quality AV services from experienced professionals who are experts in their field. It can become the go-to platform for anyone seeking AV-related assistance.
  • Meeting a Growing Demand: The demand for AV services has been steadily increasing, driven by factors like the rise of remote work, virtual events, and the need for high-quality audio and video content. AV Hero is well-positioned to tap into this growing market and address the specific needs of customers and businesses.
  • Quality Assurance: AV Hero can establish stringent verification processes for its providers, ensuring that only qualified and certified AV professionals are part of its network. This commitment to quality can build trust among users and set AV Hero apart from competitors.
  • Specialized Features: AV Hero can develop specialized features and tools tailored to the AV industry. This could include advanced equipment rental options, real-time streaming capabilities, or integrated audio-video editing tools, enhancing the overall user experience.
  • Educational Resources: AV Hero has the potential to offer educational resources and guides related to AV technology and best practices. This can help both customers and service providers stay informed about the latest trends and advancements in the AV field.
  • Geographic Expansion: As the demand for AV services is not limited to a specific region, AV Hero can strategically expand its services to reach a broader geographic audience, becoming a global platform for AV solutions.
  • Collaborations and Partnerships: Collaborating with AV equipment manufacturers, event organizers, and content creators can help AV Hero offer bundled services and create synergies within the AV industry.
  • Market Differentiation: In a crowded on-demand service industry, AV Hero’s niche specialization can set it apart from general service platforms. Users seeking AV services may prefer a platform that caters specifically to their needs.
  • Industry Recognition: Over time, AV Hero can gain recognition and credibility within the AV industry, making it a trusted resource for professionals and businesses seeking AV solutions.
  • Challenges to Address: AV Hero may also face challenges such as competition from established platforms, the need for robust marketing strategies, and ensuring a consistent supply of qualified AV professionals in various locations.

In conclusion, AV Hero has the potential to make a substantial impact in the on-demand service industry by focusing on the specialized needs of the AV sector. Its success will depend on its ability to provide high-quality, reliable AV services, build trust among users, and adapt to the evolving demands of the AV industry.

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Raj Sanghvi

Raj Sanghvi is a technologist and founder of BitCot, a full-service award-winning software development company. With over 15 years of innovative coding experience creating complex technology solutions for businesses like IBM, Sony, Nissan, Micron, Dicks Sporting Goods, HDSupply, Bombardier and more, Sanghvi helps build for both major brands and entrepreneurs to launch their own technologies platforms. Visit Raj Sanghvi on LinkedIn and follow him on Twitter. View Full Bio

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