Hyre

Coding
UX / UI Design
Graphic Design

Overview

Hyre is a web based application focused on changing the way Event Staffing is handled. Acting as a two sided marketplace for hotels/event organizers and staff, the platform is looking to bring the event staffing industry into the 21st Century by allowing organizers to publish jobs on the site and allowing staff to pick the jobs they want.

Go to Website

Coding Tools

  • Haml
  • Sass
  • jQuery
  • Javascript
  • Github

Design Tools

  • Illustrator
  • Photoshop

My Role

  • UX / UI Designer
  • Graphic Designer
  • Animator

Completed

  • 2018

My Role

As the UX/UI Designer my focus was twofold:

1. Workout a simple but comprehensive onboard process for staff both in profile creation and shift pickup.

2. Develop a straight-forward simplistic process for event creation for organizers.

Given the high bar of entry into the hospitality staffing industry (serving alcohol requires a certificate or servers may need knowledge of certain serving styles) the onboarding process had to do a ton of the heavy lifting.

While I was the lead UX/UI designer for my team I did consult with other designers from other start-ups in order to gain their insight and feedback on what they felt were essential compnenets tot he design as well as to reciev feedback on current design interations.

Insights

Inorder to define the marketplace better I looked at what the current trends Hyre had experienced in its first few years of operation on both sides of the marketplace.

Staff

In speaking those in charge of onboarding staff, we determined the most important reasons for a staff wanted to work a shift was pay, location of venue, and event type. Staff obviously wanted to work shifts with good pay, but they also wanted to work in locations that were easily accessible though public transit since most were students. On top of that an interesting event such as an awards show would obviously garner more interest then a company benefit dinner.

On top of that there were some high barriers of entry that unfortunately would not be something we could circumvent. Most venues would be serving alcohol as such all possible servers and bartenders would need some sort of alcohol serving license. Additionally, certain work attire for black tie affairs would also be needed.

Organizers

Organizers were a bit easier in that the organizer side of the equation, on initial launch could be relatively streamlined. Based on talking with the sales team, what most organizers were looking for were decreased cost, simple event creation and a capable event staff along with automatic billing. While the business plan would look to take care of the cost reduction and automatic billing, my goal was to create a simple but fairly robust process for organizers to list create and list their events through our site.

Research

As a firm believer in seeing farther by standing on the shoulders of giants I figured the best place to start on how to bring the event staffing marketplace would be to look into other prominent digital market places. Three marketplaces I felt were good starting points were Airbnb, Breather, and Kijiji.

I choose to look at the Airbnb model because I felt that it resembled our marketplace in a few similar categories. Both sides of the marketplace were focused one 3 big compnenets that both Airbnb and Hyre both concnetrated on: price (or in Hyre's case pay), location, and experiences.

For Airbnb the price is a big deciding factor for travellers just as wage is a big deciding factor for staff, so I looked at how Airbnb presented their prices. For location, travellers want something close to where the action is and easy toreach through transit, or staff were similarin that alot where students without cars. Here I looked at how Airbnb helped people narrow down distances. Finally experiences, Airbnb has done lot to promote unique and fun experiences and while we wouldn't be able to create such lavish experiences, certian entertaining events would get alot much more attention then boring dinners.

Finally I ran through the hosting processon Airbnb to see how they went about streamlining their process to make posting a residenece as easy as possible and to see if there was any similariities in how we could breakdown the steps for have organizers.

I choose to look at the Breather togain some insight into how to take what Airbnb had done and move or user interface toward a more venue focused service. Breather is a marketplace much like Airbnb but instead of being a service where an individual can find a place to stay it is a service where companies can find conference rooms to work.

I wanted to see how they presented their venues, what typeof information was upfront and whathad to looked for.I also wanted to see if I could gain any insight from their filters to see if they had any categorization that we could also adopt.

Finally, I looked at Kijiji to help me get another look at possible routes to take in regards to how to handle the organizer side of the process for posting our event on our site. I focused again on the steps one would go through on posting something on Kijiji, specifically regarding form layout. I wanted another perspective on how to go about posting items, in case there were any parts I would want to use as inspiration for design.

Ultimately, given the number of fields required I opted for a more aesthetically pleasing step by step process rather then a long form to have filled out.

Design Phase

The design phase consisted of developing user flows and wireframing. Because the Hyre platform had been running for some time we had a fair bit of data to work with when creating new and redeveloped pages.

Our biggest take away was that both staff and users preferred the piece-meal approach rather than seeing a large form or page of information. Our staff side users found the onboarding information long and boring while our organizers felt daunted by the large event creation from.

Despite the extra clicks they were more likely to complete forms or digest the information in smaller sections provided the process did not go beyond 4-5 sections. This meant we would also need to read through any forms or information and work o cut out anything that could be deemed non-essential or could be held and displayed a later junction when it was more pertinent.

We also conducted some user interviews to try and discover some pain points currently on the site and what users would like to see adjusted, added or removed.

We then moved on to some quick wireframing to flesh out the overall look of the new site as well as what the user flow would look like in a fully realized web application.

The staff pages were the most involved. Included on the staff side were the ‘Shift Browser’ page (where staff could look up shifts), a Profile Page where all the user’s information was kept along with accompanying pages where users could upload more certifications, resumes, references, etc. We also had a accounting settings section where users could adjust the type of notifications they received, change passwords, and delete their account.

Aside from the ’Shift Browser’ the profile section was our most important page for staff as it showed their overall rating and position specific ratings. Based on our business model, staff received pay relative to the rating they received on a shift. These ratings were presented in aggregate to the users on their profile page so they could see how well they were performing and hopefully act as motivation to do better or continue with their excellent work.

We also had an orientation page with multiple videos on how to set and clear tables, how carry large trays, different types of serving styles and the like. The goal was going to be that users could watch these videos and train. They then would be given a 20-question test and if passed, could unlock different shift positions they could work.

The primary function of the organizers side was the event creation and event management. We concluded that most organizers were not overly focused on their profile management and settings. While we did have those pages included, we did not have as many extra pages with additional features.

The main pages on the organizer side were a list of events they had created; the event creation process itself and lastly the staff ratings pages. These pages were dedicated to events that had completed and organizers to rate staff based on their performance and to provide feedback if wanted. Since our business model was that staff get paid based on their performance, this was a key component of the process.

Onboarding

The onboarding process for Hyre had to be a bit more involved that other similar onboarding processes. Again, I looked at how Airbnb handled there onboarding process in order to get users information so that they could start looking to rent houses.

Our onboarding process was similar however had to be a bit more robust. While we did ask for the usual Name, phone number, picture, the high barrier to entry for being a server meant we had to ask a few more detailed questions upfront. These questions were asked in order to facilitate an easier follow-up call by one of our customer support associates. In order to make sure the person joining our platform was who they said they were we would conduct a follow-up call with them to verify their credentials.

Our onboarding steps were straight forward. We tried to employ a foot in the door technique which involved asking for the simple things first, picture, profile info, and then gradually increasing the ask such as uploading a food certification or reference.

Our last step was less of a burden on the users’ actions and ore of their time. Due to previous issues with our users behaving inappropriately on certain jobs certain client conditions we knew we needed to have some sort of orientation to our platform and the etiquette expected of our users on jobs. We ultimately decided to go with a video explaining what is expected on shifts by our users and how the platform worked.

Finally, after the onboarding process was complete and users could start seeing shifts and realizing the chance for income, we showed them one final step wherein they would have to insert their credit card. This was done to ensure that any last-minute cancellations would not result in and huge loss to the company and constituted a replacement fee.

We made sure to adequately describe this to our users to ensure them not undue charges would be made to their credit card outside of the agreed upon reasoning of late cancellation. We also gave the users the chance to replace themselves to the benefit of no fee.

Colors

Our primary colors were a turquoise green, white and light grey. Again we went with these colors to portray a clean and modern feel and felt the green not only provided great contrast but also help elicit feeling of energy and growth form our users. Additionally, we wanted our users to associate money with our platform and to see our company as a way in which they could generate income.

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Typography

We choose to go with Lato as our primary font as we felt is was a widely used font with over 9 billion downloads on Google fonts. We felt the font portrayed a modern stylized look that was both clean and friendly. We also felt it was versatile font with multiple font-weight and italic variations that we could use as for both headers and standard text.

Illustrations

The illustrations where made solely by me from scratch. We decided to go flat linear imagery accented with our company’s green in order to keep things simple and light. We wanted our users to know they weren't joining something that felt corporate but one that had some humour and youthfulness.

Final Thoughts

The final redesign of the onboarding process along with a refined staff and organizer website interface was intended to improve the ease of users and joining onto the site as well as to both sides of the website cleaner and more accessible. For onboarding we saw a 30% increase in staff onboarding and a severe drop off in the number of staff that dropped out of the process before completion.

The shift browser for the staff was the major overhaul of the site and with a more concise and familiar layout user navigation was more fluid and help inquires to our support staff went down considerably with regards on how our site worked and what was needed from the users to start working.

The implementation of steps into the event creation process not only helped us streamline the process but we saw a sizable increase in the amount of event posted as the new process made the organizers less burdened with creating events. We later implemented streamlined rating system for organizers to rate the staff based on performance, which directly back into helping weed out users that were not properly fulfilling the tasks required of them on the job. This greatly increased the quality of our user base and by extension organizer satisfaction.