Wonolo Web

UX Designer Case Study: Optimizing Job Postings and Feedback

Project Overview

Client: Wonolo
Duration: Ongoing
Team: Product Manager, Engineers, Data Analysts, Customer Success Advocates, and myself
Objective: Improve the job posting, reviews, and feedback system for both job requesters (Requestors) and job seekers (Seekers).

The Challenge

We needed to enhance the overall experience for both Requestors and Seekers on our platform. The goal was to make job forms, ratings, and feedback more intuitive and user-friendly.

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Our Approach

Using the Design Thinking framework, we focused on empathizing with users, defining the core issues, ideating solutions, prototyping, and testing.

Discovery Phase: Understanding the Users

We discovered that users struggled with:

• Comprehending and interacting with the ratings system
• Completing lengthy job forms
• Connecting reviews with meaningful feedback

Define Phase: Identifying the Core Issues

We created personas and journey maps to identify specific pain points. It became clear that the issues with ratings and approvals were part of a larger systemic problem.

Ideation Phase: Brainstorming Solutions

We prioritized:

• Streamlining the job form
• Revamping the feedback process
• Enhancing the review system

Prototyping Phase: Developing Solutions

High-Fidelity Wireframes:We used high-fidelity wireframes to communicate our ideas effectively.

Key Features Developed:

• Simplified Job Forms: We consolidated and automated the job form, boosting completion speed by 60% and first-visit completion rate by 80%.
• Intuitive Ratings System: Introduced color-coded taxonomy for easier understanding.
• Refined Feedback Mechanisms: Made feedback more specific to Requestors’ issues with Seekers.

Testing Phase: Validating the Solutions

We conducted a diary study over 15 days with Requestors and Seekers, gathering raw feedback. The revised system was then beta-tested with a select group of clients.

Results

• User Satisfaction: The updated features received a 93% approval rating, with users finding the system clearer and more efficient.
• Improved Workflow: Notable increase in 5-star ratings and better workflow continuity.
• Valuable Insights: Data analysis provided deeper understanding of user behavior and preferences.

Conclusion

By addressing underlying issues and focusing on user-centric solutions, we enhanced platform usability and set the stage for future improvements. The positive feedback confirmed the effectiveness of our approach.

Next Steps

We plan to:

• Implement a comprehensive tagging and data tracking system to capture Seeker activities and feedback.
• Refine our matching algorithm to better align with client preferences.
• Facilitate seamless feedback loops between Seekers and clients, promoting transparency and responsiveness.

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Strategy & Prioritization

Recognizing the need for a phased approach, we collaborated with stakeholders to prioritize key areas for improvement.

Based on user data and business feedback, we decided to focus on streamlining the job form, revamping the feedback process, and enhancing the review system.

Research & Validation

To gain insights into user experiences and pain points, we conducted a diary study over 15 days, inviting Requestors and Seekers to provide raw feedback.

This process illuminated additional issues such as confusion regarding Seeker quality and the inability to provide meaningful feedback.

Moreover, it highlighted the disconnect between user expectations and system functionality, particularly in the punitive nature of the existing rating system.

Design And Implementation

Utilizing a newly established Design System, I spearheaded efforts to simplify and unify the user interface and design elements. The job form underwent significant consolidation and automation, resulting in a 60% increase in completion speed and an 80% increase in first-visit completion rate.

This streamlined approach enabled Requestors to articulate job descriptions clearly, setting accurate expectations for Seekers.For the ratings system, we introduced intuitive color-coded taxonomy to aid user comprehension.

Additionally, feedback mechanisms were refined to address specific issues encountered by Requestors with Seekers, laying the groundwork for future contextual feedback iterations.

Outcome & Impact

Upon releasing the updated features to a select group of Beta clients, we received overwhelmingly positive feedback, with a 93% approval rating ranging from Very Satisfied to Extremely Satisfied.

Clients appreciated the clarity and efficiency of the new system, reflected in a notable increase in 5-star ratings and improved workflow continuity.

Moreover, our data analysis revealed valuable insights into user behavior and preferences, reinforcing the importance of feedback over mere ratings.

Current Version

This is where the job form, ratings, and feedback are now (FYI... some of the images are small at the request of Wonolo)

Conclusions

By addressing underlying systemic issues and prioritizing user-centric solutions, we have not only enhanced the usability of our platform but also laid the groundwork for future iterations aimed at delivering a more tailored and impactful experience for both Requestors and Seekers.

Next Steps

Building upon this success, we are advancing towards implementing a comprehensive tagging and data tracking system.

This entails capturing Seeker activities and feedback to refine our algorithm for better matching with client preferences. Concurrently, product updates will facilitate seamless feedback loops between Seekers and clients, fostering a more transparent and responsive ecosystem.

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