Upwork is one of the biggest platforms for freelance work. I was hired by Upwork in 2021 to work on the enterprise solutions.
• User research, prototyping, testing, UI design
• Desktop and mobile app design
Simplified the complex feature by separating payroll and non-payroll customers.
Made the “bring your freelancer” onboarding process transparent for clients and freelancers.
Increased the onboarding completion rate by 24%.
Massive work was done to identify the flaws and uncertainties in the current implementation. That was achieved via series of interviews and remote user testing with both clients and freelancers.
Current user flows for payroll and non-payroll had to be thoroughly analyzed. Turned out that some steps could be removed and automated with data entered at the previous steps.
That allowed to simplify the onboarding process for both clients and freelancers.
Less questions asked, less contacts to the support team, and higher completion rate as the result.
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