Rethinking how work is done in a modern tech-enabled economy
UX Design - Mobile-Web Development
Posting was the single most used action on the platform during my time with Trustwork. A post is used to place requests, promote services, and can also track the progress or success of a requests (like a receipt). Unfortunately 92% of the posts that are not generated internally remain idle after creation. The posting flow had not been revisited since it first launched. I was tasked to research and redesign a posting flow that will yield more useful interactions thus increasing request fulfillment.
Outcome: The redesign of the posting flow increased external post interaction (on prototype testing) by 31% increasing the fulfillment of requests and user satisfaction.
Team: L. Talamas (UX) | T. Shiganori (Data scientist) | P. Klein (Researcher) | B. Kavuri (PM)
My role at Trustwork
User Experience designer and reasercher
The current workflow
Much like Craigslist a service provider or a potential customer express their request or available services by posting in the application with the hope to find someone to get a service request completed.
Post were the only way service requests could be communicated, and unfortunately many of them would be buried over time under new posts.
Collecting Data
We were able to test the current product and gather pain points with feedback from users that were required to use the application for property management.
The users that were interviewed were property managers, gardeners, general contractors, plumbers and home owners.
Data Analysis
Separated by we paired the pain points that were related from both ends of the transaction and selected the most troubling features in the current application.
Solution Requirements
Service Provider
Permanent Visibility of their offerings: Offerings, availability, rates, location, contact information etc.
Help clients explain better what they need: Collect specific information that will affect the outcome or duration of the job request.
Client
Easy to filter search results
Access to relevant information: Offerings, availability, rates, location, contact information etc.
Wireframe - Posting flow
New components:
Template - Permanent post template that can be used as an order form.
Service menu - Collection of templates.
Direction - Low-fidelity mockups
Summary
A permanent service offering post enabled service providers to make their offerings visible and available to potential customers with additional information such as estimates and project timelines to facilitate the dialogue with the customer. The service offering post also works as an order form that enables the customer to provide more specific information about the project to have a more accurate estimate and timeline
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