Marketplace · Operations · Trust
A services marketplace connecting demand to verified providers
Product strategy and operating model for a two-sided services marketplace — supply onboarding, verification, matching, dispute resolution and the unit economics needed to scale credibly.
Product Strategist · Requirements Lead
- Industry
- Services & Marketplaces
- Project Type
- Marketplace Product
- Product Scope
- Web · Mobile · Operations · Trust
- Role
- Product Strategy · Requirements
In production·Full case study publishing soon. Preview below.
Request the long-form deck →The problem
What this project set out to solve
Service demand was fragmented across informal channels, with no consistent way to verify providers, manage disputes or measure quality. Trust — not technology — was the binding constraint.
Approach
How the work was structured
A pragmatic sequence — diagnosis through to build-ready specifications.
Two-sided diagnosis: where demand actually came from and what providers needed to commit.
Designing a verification and trust model: identity, skills, reviews, dispute resolution.
Defining the matching, scheduling and payment flows end-to-end.
Operating-model design: support, quality, ops headcount, escalation paths.
Unit economics and pricing of marketplace take-rates and provider incentives.
Phased launch model starting in one category and one city.
Scope
What was in scope
- Two-sided segmentation
- Verification & trust model
- Matching & scheduling
- Payments & take-rate
- Operating model & support
- Phased launch plan
Deliverables
What the client received
Demand & supply segmentation
Trust & verification model
Core marketplace flows
Payments & commercial model
Operating-model playbook
Launch roadmap
Engage
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