Creating fair shift finding dynamics
Cooks lie about experience in order to get accepted. Already a few times this summer that a cook, who is payed around 30 euros per hour, could not even cut a cucumber – Client in NL
Client
Temper
Industry
Digital product
Service
UX Strategy
Product Design
Workshop Facilitation
1/5 Discovery
Finding shifts & matching workers with clients, are key platform dynamics that are suffering critical imbalance.
Temper’s business model puts a ton of legal restrictions. Temper cannot recommend jobs, prioritize jobs, or prioritize applicants.
Challenges:
80% of shifts filled by 20% of users
94% of new Flex workers found it extremely difficult to land their first shift
Churn has reached 60%
60% of clients are dissatisfied of low quality workers
Outcomes:
Improve the shift matching accuracy by 10% to better balance supply and demand in the marketplace, enhancing both worker and client satisfaction.
2/5 Foundations
We kicked off the Quarter with a cross squad Design sprint, generating +30 potential solutions.
We brought everyone up to speed on the current state, and I kicked-off facilitation for a group of 18 Engineers, Analysts, Researchers…
Looking at sentiment : We also discussed the key attributes that defined a high-quality Flex worker (FF)
… This Friday I have seven, seven different shifts and then I get rejected by six and maybe one is the one. Yeah. So it's really just like shooting a shotgun and seeing which bullet hits. – Flex worker
Diving into data: Analysis of vast array of metrics:
Average quality score
Application frequency / success rates
Skill/Attitude preference
Avg N of applications per worker per week
Work experience misfit rate…
3/5 Design & Delivery
We launched 8 experiments per quarter, with 4 iterations, on 3 platforms
Experiments were planned across 2 main flows: Finding a shift, and applying to a shift. Here are a few…
Shift tags: Incorporated tags on the homepage that helped steer Flex workers towards the right shift that suit them.
First A/B test
A. Skill matching on job pages: Show Flex workers if their skills match the skills required by the client, influencing their decision to apply.
B. Skill matching on application pages: We also tried it on the application page which lead to 12% higher drop-off rate, passing the test.
Saved search multivariate test: Enable Flex workers to Save their different search filters and automatically load them when needed.
Enhanced filters: Incorporation of new filters (such as availability and Flexpool participation) to improve the accuracy of job matching.
Video application: Offers Flex workers the ability to record a video with a few pre-defined questions to give clients a glimpse of
4/5 Impact
While making noticeable impact, we identified a plateau in success rates for new Flex workers.
I am now collaborating with Product marketing to target compelling profiles, and the activation squad to push more education and skill validation while onboarding.
+7% in quality scoretarget to reach 12%
47% adoption ratefor Shift tag filters
+12% success ratecloser to fair distribution
5/5 Next steps & Lessons learned
We set a new strategy for Finding & Matching, focusing on quality, and experienced Flex Workers.
And along the way, I learned a lot..
Not all challenges can be solved,
Sometimes, even if we try, a solution can’t be found, and that’s okay. Dealing with compromise is one way to continue, but the right solutions requires sacrifice.
Momentum can never be ignored,
In a fast-paced environment, It’s very hard not to feel tired and sometimes disassociated.I have a responsibility ensuring momentum is maintained by designing more meaningful moments.
Breaking Temper’s plateau requires sacrifice,
Temper’s legal positioning in the labor market creates a set of boundaries that limit the platform’s growth. In order to grow, Temper has to consider strategic business model tweaks, or a complete shift.
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