Directly

Building a system around a gig economy held a number of really interesting challenges. How do we build a system that aligns the incentives of our gig-workers with those of the company? Prevent gaming the system? Keep them engaged and prevent burnout/churn? Answering these questions started with building an initial pass at a UI and engaging with gig-workers via extensive user testing/interviews. As we continued iterating through the design-thinking process, we collected many learnings, some pre-emptive, and others we could only observe once our UI was in the wild. One example was the number of simple training tasks in a bundle. Users told us they would be comfortable doing upwards of 50 tasks in a group before getting paid. A few weeks after deploying this, our churn rate started to increase. We reduced our task count per bundle and incorporated various forms of gamification. We employed behavioral science concepts, such as the Zeigarnik Effect, to encourage task completion and reduce burnout. I also used motion design to create a more engaging experience for these users, all successfully bringing down our churn rate to under 20% each quarter. Building a multi-sided platform (end-user, Company Admin, gig-worker, internal operations team) was an invigorating challenge, and I am very proud of the experience we built that faced each user type.

Upon GA, our product was successful in creating 17 to 34% customer service cost savings for clients within the first 7 days of deployment. Our gamified gig-expert platform also achieved less than 20% churn rate per year. The repeatable systems I built shortened delivery cycles by 35%. Shifting to design-thinking-led reduced our re-work by 55%. I am proud to have worked with this team to build a virtual agent platform that dually provided significant business value while creating financial opportunity for thousands of people globally.