Challenges:
• BYO freelancers did not understand why their client was inviting them to join Upwork, nor did they understand the process of onboarding, becoming part of a Talent Cloud, or its benefits
• BYO freelancers were receiving irrelevant emails and messaging meant for Marketplace freelancers, which confused them and made Upwork seem untrustworthy
• BYO freelancers did not know how to get help
• BYO freelancers did not understand why their client was inviting them to join Upwork, nor did they understand the process of onboarding, becoming part of a Talent Cloud, or its benefits
• BYO freelancers were receiving irrelevant emails and messaging meant for Marketplace freelancers, which confused them and made Upwork seem untrustworthy
• BYO freelancers did not know how to get help
Design Goals:
• Simplify process by introducing step-by-step flow
• Communicate benefits of joining Upwork and working with enterprise clients
• Create relevant messaging tailored for BYO freelancers, and suppress Marketplace communications
• Provide clear explanation of how it works, required tasks, and help as needed
• Simplify process by introducing step-by-step flow
• Communicate benefits of joining Upwork and working with enterprise clients
• Create relevant messaging tailored for BYO freelancers, and suppress Marketplace communications
• Provide clear explanation of how it works, required tasks, and help as needed
My Contribution:
• Conducted end-to-end audit of freelancer experience, identifying opportunities for improvement
• Designed the improved BYO freelancer onboarding experience
• Worked with Research to define user studies, test, and retest our designs
• Collaborated with Product Marketing and Legal to refine copy/messaging
• Worked with Visual Design to align designs with current style guide/patterns
• Communicated research results and designs with key stakeholders
• Tested page design in dev environment, filed bugs and delivered punch list of items to be fixed
• Conducted end-to-end audit of freelancer experience, identifying opportunities for improvement
• Designed the improved BYO freelancer onboarding experience
• Worked with Research to define user studies, test, and retest our designs
• Collaborated with Product Marketing and Legal to refine copy/messaging
• Worked with Visual Design to align designs with current style guide/patterns
• Communicated research results and designs with key stakeholders
• Tested page design in dev environment, filed bugs and delivered punch list of items to be fixed
Key Results:
• Improved BYO freelancer experience to onboard freelancers faster
• Reduced number of client complaints
• Improved BYO freelancer experience to onboard freelancers faster
• Reduced number of client complaints
Date: October 2016
Role: Lead UX Designer
Role: Lead UX Designer
Flows - Existing & New
