Increasing the order value

RESEARCH

I've gathered insights from:

• A survey with freelancers

• Support team

• Data team

Main insights

• Clients found different workaround to request takes

• ~0.66% of projects had request for takes

• Freelancers did not earn if they did not raise a flag

• A pay raise of 10% to 50% was expected by freelancers when tasks were requested

• 2 or 3 takes was the most frequent request

• 8 takes was the maximum a client requested

• No takes created more back-and-forth of revisions

DESIGN EXPLORATION

3 proposed solutions

My task was to create 3 alternatives of a user-friendly interface, each one with a trade-off.

I presented them to stakeholders and developers from my squad and the other one that could be impacted.

We discussed for a while the possibilities of the project and I listened carefully to their feedback and suggestions.

Basically, the best solution for the user experience, had a difficult implementation and would impact another squad.

I provided examples and explanations for why certain design decisions, and highlighted the best option for users.

The developers started to explored how to simplify the implementation, as we had a really tide deadline.

As a result of those efforts, and the team collaboration, at that meeting we were able found together an alternative that would service business and users.

RESULTS

Business and user impact

😍 Freelancers and ops

• Freelancers were getting paid for the takes

• We had less operational burden

➕ Projects

• 53% increase of projects with takes
  compared to initial analysis

💰 Value increase

• 37% increase in average order value of a voice-over compared to projects without takes

“So, I’ve been looking into the projects. Clients seem to grasp the functionality pretty good!
Both New and Ongoing clients seem to be using the functionality without any issues."

- CX coordinator

“Thank you. This is what we needed!” - A Freelancer

“This will be a big time saver, thank you for the feature.” - A client

REFLECTION

My learnings

🤝 Collaborate with developers and stakeholders early and often

🚀 Embrace constrains to find the most creative solution

Shoutouts & Credits

• Marina UX Designer/Researcher: support the design process, and research.

• Data & pricing team: defined the pricing, find and analyzed data, and created the dashboards to analyze the results.

• Rodrigo CRM Specialist: for writing and sending announcement email to clients and freelancers.