Timeline

4 weeks

My Role

Product Designer

Collaborators

Frances MacKethan, Product Manager
Matthew Hamilton, Developer

After raising 1.5M in a Seed Funding round, I had the opportunity to help the startup understand their users, their pain-points, and their needs.

I was the main designer leading this project in user research, data analysis, qualitative data extraction, developing user flows, wire-framing, and finalizing designs. I worked with the product manager to prioritize solutions that met business and user needs and the developer to understand technical limitations to ensure implementation of features.

I have highlighted one of the rounds of research that exposed many pain-points for a subgroup of the Patron demographic, our subscribers. The final solutions are only a few of the features that were implemented across the Patron app and the Doer app.

the problem

One of the themes found in our research was Doer Performance. Our key takeaways that lead to this theme were:

There is a continuous pattern of Doers showing up late to the job for non-emergency reasons and Patrons find it difficult to deal with

Doers tend to use their phones on the job which causes a lag in job performance and efficiency

Doers clock-in/clock-out time vs. actual job activity time does not align which causes Patrons to feel they are overpaying

the goals

Patron Goal
Feel heard by providing instant feedback to our ToDooly team and Doers on the job about the job experience

Business Goal
Improve Doer performance and quality through rating Doer behavior (punctuality, job completion rate, and Patron reviews) to provide Patrons with a positive experience

Incentivize Doers to perform better on the job and reward them for doing so

the research

I conducted interviews with 10 Patrons who have been on our platform for longer than 3 months and have posted over 5 jobs. I asked them the questions below to find out what pain-points they face when it comes to their experience. I, then, organized my qualitative data through affinity mapping.

Overarching Question

What are some of the problems that returning Patrons of ToDooly are facing in their experiences with booking a job, Doers performing the job, and the job being charged?

Research Questions

What were the key factors that made you want to utilize ToDooly?
What has your experience with Doers coming to do tasks around the house been like?
Can you talk about your experience with giving directions to Doers and them performing the job?
What kinds of chores would you generally like help with around the house?

how it works

For Patrons

Patrons get to express their feedback and concerns about their job experience and each individual Doer's performance on the job immediately after the job was completed. We send out an email with job details and created a pop-up on the app to leave a review. We, also, responded to a highly requested feature which was adding a tip to the job which reduced efforts on the customer support team to do it manually.

For Doers

Hearing Patrons' concerns about Doers' performance presented a great opportunity to quantify the status and Doer performance quality at an individual level. As a Doer, a Patron review contributes to your Performance score which gives insight to your standing on the platform.

the results

Serving as a positive feedback loop, the performance scores encouraged Doers to be punctual and increase their quality of work which gave Patrons a positive experience!

The feedback given by Patrons allowed us to work with our Doers to perform better.

Doers enjoyed seeing their tips in their earnings soon after the job was completed.

Because there was an incentive on display to Doers it motivated them to pick up more jobs to better their score which increased job fulfillment as a direct rollout of both features.

todooly