Upwork User Provisioning
B2B Marketplace • Application Platform Team • 2019
How I helped optimized the freelancer workflow to help freelancers understand Upwork Service Fees work.
Role: Sr. Product Designer
Category: Marketplace
Impact: Foundational Research
Background
Upwork is a unique marketplace in that it has gig work posed by smaller businesses, but also larger enterprises companies with bigger longer term projects. One of those companies was Microsoft. Microsoft wanted to be able to easily onboard Upwork freelancers onto Microsoft teams without the security hassle and our team set out to do just that. The purpose of us doing this was to help our biggest clients get even more work done because in getting more done, the more revenue Upwork can bring in.
Audit
For this project, I started with finding all of the touch points this feature would have on the marketplace from a B2B and B2C Freelancer and Client Perspective.
And beyond just the workflows, I also looked at other touch points like Upwork messenger, to get a holistic view of how we can support off boarding a freelancer from the Upwork platform onto MS Teams.
MS Teams also needed to be evaluated as well.
Concept
By auditing the existing user experience, my hypothesis was that the current UX makes service fees appear as if they’re always 20% across the entire platform at all times.
Pivots prompting research
We had to pivot due to unforeseen circumstances, and instead focused on how we could use the same concept to help clients off board freelancers onto their messaging tools.
Designs
The results
While this project did not ship, the efforts made not only on my behalf as a designer, but also from the product and engineering side as well helped inform the business as to what is and what is not possible, and the opportunities that exist within our own marketplace.
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