Challenges With Prior Experience:
• PSM communication was done all off-platform (Skype, email, phone), low response rates, and no tracking
• Manual offline process of PSMs emailing clients was time-consuming and ineffective
• Clients didn't know what the PSM program was or the benefit/value of Talent Services
• Clients didn't know the PSMs, so they did not trust them
• PSM communication was done all off-platform (Skype, email, phone), low response rates, and no tracking
• Manual offline process of PSMs emailing clients was time-consuming and ineffective
• Clients didn't know what the PSM program was or the benefit/value of Talent Services
• Clients didn't know the PSMs, so they did not trust them
Design Goals:
• Establish and build trust in PSMs (and reduce client confusion) by credentializing them consistently throughout the flow as official Upwork representatives
• Clearly communicate value/benefits of PSM program by providing specific examples of things they can help with
• Increase clients’ engagement with PSMs through improved accessibility to PSMs (leveraged "Dash", in-product messaging system with a real human touch to provide real-time assistance)
• Increase the efficiency of PSMs and recruiters
• Establish and build trust in PSMs (and reduce client confusion) by credentializing them consistently throughout the flow as official Upwork representatives
• Clearly communicate value/benefits of PSM program by providing specific examples of things they can help with
• Increase clients’ engagement with PSMs through improved accessibility to PSMs (leveraged "Dash", in-product messaging system with a real human touch to provide real-time assistance)
• Increase the efficiency of PSMs and recruiters
My Contribution:
• Conducted qualitative internal interviews with PSMs, talent agents, and Operations to understand prior processes/challenges of PSM communication
• Designed new in-product experience for client engagement with PSMs (iterating, refining, and delivering final designs)
• Worked with our lead researcher to define research plan, conduct usability tests, and synthesize results
• Defined copy/messaging in partnership with Talent Services, Product Marketing, and Legal
• Collaborated with Visual Design to ensure alignment with current style guide/patterns
• Tested flows in dev environment, filed bugs and delivered punch list of items to be fixed
• Conducted qualitative internal interviews with PSMs, talent agents, and Operations to understand prior processes/challenges of PSM communication
• Designed new in-product experience for client engagement with PSMs (iterating, refining, and delivering final designs)
• Worked with our lead researcher to define research plan, conduct usability tests, and synthesize results
• Defined copy/messaging in partnership with Talent Services, Product Marketing, and Legal
• Collaborated with Visual Design to ensure alignment with current style guide/patterns
• Tested flows in dev environment, filed bugs and delivered punch list of items to be fixed
Key Results:
• 6x higher PSM engagement per client and increased fill rate +8% (compared to prior out-of-product experience)
• Positive client feedback from those who engaged with PSM (e.g., 76% of clients felt more confident about their hire after partnering with their PSM, 40% said the PSM answered their questions and found their services valuable)
• 6x higher PSM engagement per client and increased fill rate +8% (compared to prior out-of-product experience)
• Positive client feedback from those who engaged with PSM (e.g., 76% of clients felt more confident about their hire after partnering with their PSM, 40% said the PSM answered their questions and found their services valuable)
Date: February 2017
Role: Lead UX Designer
Role: Lead UX Designer
Flows - Existing & New
Screenshot of Team Builder Problem Statements in Miro
