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Supp is an app that empowers hospitality professionals with the freedom to earn more income on their terms, find permanent work when it suits them, up-skill and attract higher pay rates.
In my role as a Product Designer for Supp, I managed and worked alongside a small team of designers. I leveraged Agile methodologies to drive product development and enhance user experience across multiple products. My responsibilities included conducting comprehensive UX research to discern user needs and preferences across various market segments. Utilizing Agile principles, I iteratively crafted low-fidelity prototypes and high-fidelity mockups, facilitating rapid feedback loops and seamless integration of user insights into the design process. Additionally, I collaborated closely with engineers and stakeholders, ensuring alignment and timely delivery of design solutions.
Process
My approach combined the Double Diamond process with Agile methodologies to discover, develop, and define design solutions for the features we were shipping to customers. For this case study, I will be exploring the process I used to develop Supp's new Onboarding Flow.
I began by conducting extensive user research to understand the needs, pain points, and behaviors of both hospitality workers and venues. This involved interviewing both sides of the marketplace, surveys, competitor analysis' and internal observations to gain empathy and insight into our users' experiences. I worked closely with our stakeholders to define clear design challenges and objectives based on the insights gathered. This involved identifying key pain points in the hospitality recruitment process and opportunities for improvement through user journey mapping and customer personas.
In our analysis of the original Onboarding Flow, a primary pain point we identified was the prolonged duration and inclusion of irrelevant questions. This resulted in excessive churn from both Managers and Workers.
Following Agile principles, I engaged in iterative ideation through UX flowcharts and Wireframing to explore potential solutions to the defined design challenges. This involved generating concepts relating to how we could successfully onboard users, and provide them a seamless transition into the app. Firstly, I developed them as lo-fi prototypes to gather feedback. These prototypes would then be presented to our stakeholders (and at times our users) to collaboratively validate a design solution. As the next step, I developed high-fidelity mockups and interactive prototypes ready for implementation. Working closely with our front-end and back-end developers, I ensured that the designs were feasible and aligned with technical constraints. Additionally, I led the design effort to create an inclusive onboarding flow that caters to users of all abilities. By integrating accessibility principles into the design, we aimed to ensure that every user can seamlessly navigate and engage with our platform right from the start.
Outcome
The redesigned onboarding flow for the Supp app successfully streamlined the user experience, resulting in a significant reduction in churn rate and increased user engagement. By simplifying the process and eliminating irrelevant questions, users now navigate through the onboarding flow swiftly and seamlessly, leading to a higher rate of successful registrations. The clear and intuitive design of the onboarding flow has improved user satisfaction and retention, contributing to the overall success of the Supp app in matching hospitality workers to venues.
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