My approach is always rooted in the customer experience. I wanted to bring this expertise to the GigUp team and learn how it would work for the gig economy. I felt it was important to take a team approach to design and in near real time create a group mindset around our customers.
The approach turned out to be very successful as it really brought the team together and did not isolate design to just me. Having a developer correct me because they interpreted a customer data point differently, was a win for me and the app.
GigUp | Voice of the Customer
Having never worked an on-demand job before, I felt it best to go through the sign-up processes. I signed up for Rover, Insta-cart and Handy. This gave me a baseline of how a sign-up process would go post discovery.
From here, we established a loop on how we would integrate the voice of the customer into our processes.
I then worked with my Product Owner to crunch some user data from Heap and create a current state map to generate the big questions about our experience we would want to answer. A design studio (ideation session) with the team helped to formulate more hypotheses and narrow our focus.
GigUp | Journey Map
Because of the speed in which we were moving – I created this post-it journey map for the team to see and use as the interviews unfolded. The thing I love about this real time journey board is how it shows the process and then takes quotes from the users to back up the observation. This is key to distributing the voice of the customer. I found that when I present a theme along with direct evidence and examples, the stakeholders tend to be more open minded to the issues and put their own biases aside.
GigUp | Story Mapping
One of my favorite parts of the entire GigUp experience was the story mapping and design studios. As a team (PO, UX, Devs) we would walk through a job to be done and break each section down to the activities and tasks that a user would be doing. This process offered a lot of philosophical debates and discussion but in the end, we were all working off the focal point of the customer, leading to really healthy, design inspiring, conversations.
The design studios were awesome because it was like having a full team of creatives, rather than the team just telling the designer (me) to go make it look pretty. Everyone was bought in because we all had an equal voice. I shared leading the team through some of these studios and also learned a lot from the developers when they shared in leading the sessions.