Trust Marker

Help people with disabilities to find reliable and trusted support workers without experiencing unsuitable matches.

Overview

Hireup provide a platform to help clients ( people with disabilities ) to find support workers. On the flip side, support workers can find jobs on the platform and build up their career.

Generally speaking, as a client, finding a new support worker can be challenging. There is a lot try and learn experience before they can find a matching support worker who they can actually trust.

👨‍💻 Role

Product designer

❓ Problem

As a new client, I can’t find a trusted support worker easily without experiencing several bad matches.

🎯 Goal

Increase new activation rate between clients and workers, which helps

• clients to find a reliable and trusted support worker easily
• support workers to build up reputations and get more jobs
  
  

✨ Solution

Add more trustful and reliable signals about a support worker to help client make decision while choose between workers.

How do client value a new support worker?

We asked clients to sort current profile metrics by importance. Top 3 metrics are:

1. Availability
2. Support types
3. Bio and basic information

What new trust markers will client value?

We also asked clients to sort potential new trust markers by importance. Top 3 metrics are:

1. Availability calendar
2. Rating and reviews
3. Endorsement

Explore new profile features layout

We started to explore how ratings and other metrics can sit in the profile page.

How can a client rate a support worker?

We think it makes more sense to prompt client to rate a support worker right after the booking.

Define review journey

We want to capture client’s positive feedback on a support worker, which help a support worker to stand out and get appreciation.

On the flip side, we also want to provide constructive feedback so that support workers know what to improve for their next job.

1. Star rating

As user interacts with the star, system explain the rationale of each rating.

2. Capture both good and bad

For the negative part, we were trying to frame it softer.

3. Review and post

Publicly posting negative feedback towards a support worker is not idea. Most of client will refuse to use the feature. Therefore, instead of public only, we allow them to post anonymously.

Conduct user testing

We went ahead and tested the flow with 8 clients. And we learned that:

1. Most participants are wary of giving out a negative review publicly. Rather, they would contact Hireup instead.
2. Negative reviews show more credibility of the platform. And clients would spend more time reading them.

How might we let clients provide negative feedback but without hurting support worker’s profile…

Ratings pivot to recommendation

For a safer solution without hurting or discourage a support worker, we decided to change mental model to recommend a support worker if they did a great job.

Final thoughts

1. Use less complicated transitions for users with autism. They have difficulties of processing rapid changing information.Hence they can’t really process UI transitions, which makes them feel powerless and overwhelmed. In the user testing example, I need to guide them through interaction.

2. Be patient when interviewing people with disabilities. It’s difficult for people with autism to speak out loud of their opinions. They lack of confidence. Some of them can’t talk too well. It's also hard for them to get the exact questions. Sometimes, I need to repeat the question many times. But they ended up repeating similar answer without making sense.