Patterns are reusable evidence-based solutions to common service design problems.
Journey stages in order: Something goes wrong in a tenant's home. Research. Pre-service information. User authentication. Self-diagnosis of the problem. Book appointment. Appointment reminder. Repair. Feedback and QA.
Above is a high level map of a general repair service that we have observed across the sector.
Each pattern relates to a step in the journey.
Here are all the repair patterns we have so far.
Tell people what repairs they are responsible for