Challenges:
• Freelancers lacked awareness of Upwork Enterprise and the benefits of working with an enterprise client (no distinction between Marketplace and Enterprise jobs = no excitement or motivation for freelancers to apply)
• No explanation of freelancer Talent Clouds, so freelancers did not see the value of being included in them
• Freelancers were confused by the enterprise onboarding process, which led to increased support from clients and delays to contract start times
• Freelancers lacked awareness of Upwork Enterprise and the benefits of working with an enterprise client (no distinction between Marketplace and Enterprise jobs = no excitement or motivation for freelancers to apply)
• No explanation of freelancer Talent Clouds, so freelancers did not see the value of being included in them
• Freelancers were confused by the enterprise onboarding process, which led to increased support from clients and delays to contract start times
Design Goals:
• Simplify the onboarding experience for freelancers
• Get freelancers excited about working with enterprise clients
• Provide transparency and support throughout the flow
• Simplify the onboarding experience for freelancers
• Get freelancers excited about working with enterprise clients
• Provide transparency and support throughout the flow
My Contribution:
• Conducted end-to-end audit of freelancer experience, identifying opportunities for improvement
• Designed the improved Marketplace freelancer onboarding experience (iterating, refining, and delivering final designs)
• Worked with Research to define user studies, test, and retest 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 onboarding flows 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 Marketplace freelancer onboarding experience (iterating, refining, and delivering final designs)
• Worked with Research to define user studies, test, and retest 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 onboarding flows in dev environment, filed bugs and delivered punch list of items to be fixed
Key Result:
• Reduced friction in the onboarding process led to a 30% decrease in freelancer onboarding time
• Reduced friction in the onboarding process led to a 30% decrease in freelancer onboarding time
Date: October 2016
Role: Lead UX Designer
Role: Lead UX Designer
Flows - Existing & New
Audit Process on Paper
