Upwork is one of the biggest and most well-known platforms for freelance work. I was hired by Upwork Enterprise Solutions to work on the enterprise client onboarding and "bring your freelancer" feature.
• User research, prototyping, testing, UI design
• Desktop and mobile app design
• Understand the legal approval flows and bulk user applications
• Find out the bottlenecks in onboarding process
• Improve the onboarding completion rate
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.
Together with the team we simplified the complex feature by separating payroll and non-payroll customers. We made the “bring your freelancer” onboarding process transparent for clients and freelancers.
The onboarding completion rate increased by 24%.
The frequency of contacts to the support team dropped by 30%.
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