<aside> 📢 As part of my role as Lead Product Designer, I am not only in charge of coaching, mentoring and managing the team of product designers but also identifying and designing improvements in our products, more specifically our marketplace for workers and care homes to fill shifts.
This case study shows how we identified an area to improve user retention, filling of shifts and reduce churn for workers.
</aside>
Strategy
Discovery
Research
UX/UI Design
Interaction Design
Design System
Handover
I was the Lead Product Designer and sole designer of the Flex squad, the squad within the product team in charge of the flexible marketplace solution, that includes both the worker app for which this project mostly was delivered for as well as the care home (B2C) web-app platform. The team is shaped by a product manager, a designer (me), one full-stack developer and two mobile developers, all working closely together to execute all the new features and improvements.
Due to the impact of COVID19 in our marketplace, the liquidity of shifts both available for workers and also the number of available workers for a set location became immeasurable and unpredictable, and while we knew the main reasons why shifts weren't being filled (low rates and lack of available users in that area), we tried to look at the bigger picture in order to offer tools and improvements in our product that could help both sides of the marketplace balance out.
The case study below describes the process I helped facilitate to improve the worker side of the marketplace, identifying an area of the major impact of our churn and the foundation of updating the experience of workers in regards to how they get paid for their work.
Identify, prioritise and scope areas of improvement of our product.
Gather information about the problem, define the goal, metrics and areas of improvement of the product to solve that problem.
Design concepts, wireframes and prototypes to test with users.
Present the solutions to real users and stakeholders and demonstrate that the solution solves the problem as well as it's feasible.
Work closely with developers to implement the final solution validated by users.
Monitor and keep track of the experience of the users with the solution and assess its effectiveness.