Case Study Upwork

Upwork.

Upwork is one of the biggest platforms for freelance work. I was hired by Upwork in 2021 to redesign the set of features for enterprise solutions.

My role

• User research, prototyping, testing, UI design

• Desktop and mobile app design

Results

Simplified the complex feature by separating payroll and non-payroll customers.

Made “bring your freelancer” onboarding process transparent for both parties with clear statuses and actions on every step

Payroll vs Non-Payroll

At start, it was necessary to identify the differences and similarities between onboarding Payroll and non-Payroll freelancers. The onboarding setup looked absolutely different for these two groups. A considerable amount of users churned as they had to learn two processes. That required rethinking and optimization.

Massive work was done to identify the flaws and uncertainties in the current implementation. For that purpose there was a full UX redesign process made within the team.

That allowed to improve the onboarding process for both clients and freelancers. Less questions asked, less contacts to the support team.

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