Experience by Design — Rebuild GharSe's Two-Sided Marketplace

A four-round, advanced services-marketing and digital-platform simulation set inside GharSe, a four-year-old Indian home-services marketplace headquartered in Bengaluru that connects 1.9M households with 48,000 vetted professionals across six cities (540,000 bookings/month, ₹850 average order value, 18% take rate, ~₹5,500 crore run-rate GMV). Over one quarter consumer NPS has fallen from 46 to 31, match-success from 88% to 79%, repeat-usage from 62% to 54%, and — most alarming — monthly churn of top-rated professionals has doubled from 4% to 8% while rival UrbanReady dangles ₹45,000 earnings guarantees and two viral posts (a no-show and a safety complaint) knocked 9 points off trust. The board gives the CX team one quarter, ₹9 crore and 6 engineering sprints to reverse all of it, or it cuts the budget 40% and pauses two city launches. Playing the CX Manager you (1) map the multi-actor journey and diagnose where value is leaking and FOR WHOM — your own T+7 payout delay and slow resolution, not a price war with UrbanReady; (2) build a costed touchpoint-investment portfolio under the hard ₹9 crore / 6 sprint cap that must protect supply, not just polish the consumer funnel; (3) tune the matching algorithm (speed vs quality vs supply-fairness vs price) and engineer ONE targeted trust mechanism rather than stacking every mechanism into trust theater; and (4) read the mixed end-of-quarter results and pick a single rebalancing move — a pro-earnings floor or a consumer-trust booster — while handling the viral incidents with a fast, visible recovery and defending a genuine two-sided trajectory to the board. The math rewards value co-creation across consumers, professionals and platform infrastructure and punishes the five classic errors — consumer-only optimization, speed-at-all-costs matching, trust theater, neglecting service recovery, and chasing the competitor instead of fixing your own diagnosed leaks. Final KPIs track Consumer NPS, Match-Success Rate, Repeat-Usage Rate and Supply Health, against the ₹9 crore budget and 6-sprint capacity caps.