Workrise App North Star
TL;DR
While working as a product designer at Free Association, I was brought on to this project during discovery to work alongside a fellow designer and two product directors. Our client, a robust company in the energy sector, had a platform where skilled laborers get matched with jobs such as building malls, installing wind turbines and going on oil rigs across various trades.
Workrise aimed to replace this third-party platform with a native mobile, worker-centric experience, offering skilled labor contingency workers the support and benefits of a career.
PROBLEM
The workflow for workers to find work, manage assignments, and receive payments was convoluted and unreliable, causing frustration.
Workers encountered difficulties in securing consistent work, resulting in uncertainty regarding their income and job stability.
Clear pathways for skill development and career advancement were lacking, leaving workers feeling stagnant in their current roles.
Inadequate support resources for addressing workers’ concerns contributed to their frustration and diminished performance.
The process from initial job post screening to worker onboarding was lengthy and cumbersome.
GOALS
Solve problems workers worry about in their current career stage through improved workflows and feature innovation with a focus on:
Consistent work
Reliable payments
Strong relationships
Opportunities to level up
MY ROLE
UXR & Discovery
Content Architecture
UI / Visual Design
User Testing
Prototyping
Documentation
PLATFORM/S
iOS
Kept Top-of-Mind
Current user journey had numerous failure points.
User base wasn’t tech savvy (e.g., timesheet submission was analog).
Taxonomy, as well as adapting the user experience to meet the needs of Workrise’s native Spanish-speaking user base, was key for internationalization.
Users required a clear understanding of any action they were directed to take. Research indicated apprehension about the outcome of tapping on a CTA, particularly regarding accepting and declining assignments.
Opportunities
Establishing dependable relationships among workers fosters loyalty and instills a sense of security. By prioritizing worker well-being and delivering excellent service, Workrise can enhance client relations and drive sustainable growth for the company.
How Might We:
Define the app’s voice and approach to drive engagement and increase brand exposure?
Organize the IA to align with Workrise's goal of turning skilled trades into fulfilling careers?
Reframe work as an 'assignment model' rather than simply a job or gig?
Incentivize workers by surfacing avenues to achieve career goals, access training opportunities, and create a public profile?
Content Architecture
After numerous client team workshops and feedback sessions, the 'Coach to the All-Stars' model emerged as the chosen approach that best aligned with Workrise's aspirational product positioning. We set to work defining the content architecture for the app through this lens.
Feature Set Highlights
PC CONNECT
PC Connect functions as an AI assistant, easing the load on program coordinators inundated with calls. It facilitates efficient communication, provides support around the clock and seamlessly connects workers with their assigned program coordinator when needed.
SINGLE FOCUS DASHBOARD
A single action item dashboard with supplementary tasks in a carousel pattern allows workers to prioritize their main job-to-be-done. It includes a clock-in and out feature, streamlining time tracking and replacing manual methods. Offline mode enables access to essential features in areas without cell phone service on the job site.
Final Designs
