Worker Onboarding Flow
Client
Temper
Industry
Digital Product
Service
Product Design
User Research
UX Strategy
1/5 Discovery
The lengthy and complex registration process for a compliant and legal Flex worker was a blocker.
A Flex worker is not registered before making sure they have a valid id, vat-id, and many more details.
Challenge:
21% drop-off before ID validation
43% drop-off before first application
We discovered that a Temper Flex Worker is not fully onboarded before completing their 3rd shift.
In addition…
55% of total users who complete registration do not fully onboard
80% of churned users do it due to a lack of platform understanding
Outcome:
Create a flexible, decentralised onboarding process that educates users at every step, ensuring they understand the responsibilities and benefits of using Temper.
2/5 Foundations
We anchored our UX vision on flexibility, decentralisation, and education.
Flexibility at first: We allow users to explore the platform before fully committing.
Decentralised Onboarding: Smaller, manageable onboarding steps make engaging experiences.
Continuous Education: Freelancing is complicated. it’s not only about working, but also understanding.
3/5 Delivery
We set a vision for the Onboarding experience and kicked off rounds of small experiments and big releases!
Maybe later was a big hit: The first experiment was particularly well-received, reducing drop-off before ID validation to 17%, and 19% drop-off before first application.
Flex your profile came next: The second necessary step was splitting the registration process into tangible bites. Complete profile, Flex your profile, and Check legalities
In parallel with Temper Trial: Users who have proven to be eligible to work were offered a chance to work and get paid for 1 shift before requiring a valid VAT ID.
Language came next: We made it easier to share language proficiencies, and clearer for the Client
Badges did not make it through: Although the tests were great on rewarding users with achievement badges, we decided to park the release due to technical complexity with the growing scope.
We enabled education on the go: We incorporated several communication touchpoints to inform and educate users on what it takes to be a Gig worker, and what is needed to start their journey.
4/5 Impact
I handed over to the new Activation team who continued iterating and making significant growth!
42% Increase in Completed Profiles: By mindfully reducing friction, we dramatically increased the number of users completing the registration process.
15% higher conversion: After the release of Maybe later and Complete your profile
Enhanced User Understanding: We ensured that users are better prepared for the responsibilities of being a freelancer.
5/5 Next steps
Action team is now pursuing capturing Flex workers’ skills and achievements to raise credibility
Skills & Certificates are being addedWe are partnering with hospitality training platforms, and doubled down on community
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