Referrals carry a certain level of trust and credibility. When potential gig-workers receive a recommendation from someone they know and trust, it instills confidence in the platform and the gig work opportunities available.
This can leaded to higher conversion rates and a stronger sense of community among gigers.
Leveraging the power of referrals had significantly reduced the costs associated with traditional TL/Ground lead generation and acquisition strategies. Instead of investing in expensive marketing campaigns or external recruitment efforts, the "Refer & Earn" feature harnesses the existing giger community to attract and curate new leads, resulting in major cost savings.
Referrals from existing gigers often resulted in higher quality leads. Since gigers have firsthand experience with the app and understand the requirements and expectations, they are more likely to refer individuals who are a good fit for the gig work and possess the necessary skills and commitment.
By incentivising existing gigers to refer their contacts, the "Refer & Earn" feature expanded the reach of the app to a wider network of potential gig-workers. This helped in attracting qualified leads who are already familiar with the platform through trusted recommendations.
Increased Reach
Trust and Credibility
Cost-effective Acquisition
Higher Quality Leads
RESULTS
Impact of Refer & Earn
iterations
There is always room for Iterations...
Digital Lead Routing for TL’S (Team Leaders)
App Design for seamless experience
LIVE
A section dedicated for Team Leaders in Gigforce App
So, As Solution we Introduced Leads in TL Workspace
🚀 Transformed the way Team leaders receive, curate and manage leads by implementing the in-app solution for the complete process from receiving leads to Joining or drop.
Preparation
Project Timeline & Process Followed
Week 1
Week 3
Week 2
Week 4
Week 5
Week 6
Week 7
Week 8
Week 9
Week 11
Week 10
Project Definition, Understanding the Problem & Understanding the Users (TL’s)
Ideation – Sketching & Low-Fidelity Prototyping
High-Fidelity Mockups & Prototypes
User Testing & Design Handoff
Understanding Gaps between current offering and goal
Project Definition
In this early design phase we aims to identify a problem the new product or feature must solve by defining goal/agenda with all stakeholders like Business, Sales, Operations, Product, Tech, etc. .
We (Design Team) and product team outlined the project’s scope, plan, deliverables, and delivery date.
Here, additionally we also had a detailed interview with Team Leaders, Scouts and AGM(Area Ground Managers) for better understanding and outlining the requirements and roadmap.
Overview
Gigforce is a staffing company, so TL’s (Team Leaders) plays a very important role in the journey of gigers. Initially TL’s journey at gigforce use to be very challenging and time demanding due to lack of management.
Initially Journey of TL:
Scout for Gigers on ground & various job portals or Leads given by Gig4ce.
Random explanation about gigforce and various clients payout structure.
Manage every lead on Excel, no proper segregation of contacted etc.
Tough to keep track of whom to contact back and not.
Fill selection form for joining and update excel.
To track for FDL(First day live) and update excel.
Followup for every step after selection & update excel/
Objective:
This project aim was to give TL’s more accurate Leads and manage them better, so that TL’s could save some time and focus on conversions than scouting.
Personas and Their Role in System
Demographics
Age: 32
Status: Married
Family: 5 members
Family Type: Joint
Background: ground jobs
Bio
An experienced team leader with a proven track record of high-performance and achieving organisational objectives. I have excellent leadership, communication, and interpersonal skills, and I'm able to motivate and inspire gigers to join any organisation. I'm committed to delivering results while fostering a positive attitude that encourages personal and professional bonding with gig-workers.
Core Needs
To spend less time scouting on ground
To better manage all gigers reporting
To have more accurate leads
Motivations
Amount of Money
Comfort
Convenience
Incentives
Personality
Introvert
Extrovert
Analytical
Creative
Smart
Hardworking
Passive
Active
Frustrations
Less selection as more time spent scouting
Too many payout stru. to remember
random leads assigned, more dropout rate
Tech
Excel
Laptop
Android
Social Media
Characters
#Passionate
#Practical
#Punctual
#Organized
#Hardworking
Most used Apps
TL (Team Leader)
Anubhav Sharma
I manage the lifecycle of a gig worker at Gigforce, from scouting and conversation to selection. I also receive leads from the central office, which I connect with and try to convert. However, most of the leads received from the central office are random and not genuine. My job is to communicate every detail that I receive from the central office to the gig workers, such as changes in work policies, payout, and timing, and I am also accountable to resolve their grievances & support them on ground.
In my daily routine most hectic task is to maintain excel sheets & whatsapp groups with list of all these gigers (Leads status sheet/group, Grievance sheet, Selection sheet/group, Payout sheet/group, etc.)
Ideation
Sketching & Low-Fidelity Prototyping
After primary research and stakeholders discussion, we had all the requirements from users as well as business. Now the next step was to find a solution that meets the needs of both. The path lead to Brainstorming- Ideating- Sketching- Paper wireframes and Low fidelity wireframes & prototyping.
Some Explorations:
Earlier we decided to have a separate section for New Leads, but later-on we clubbed it with the section on selections, where we already ask for the details of gigers like phone number, name, city, etc. and it make no sense having two sections for the same task.
MAPPING
Information Architecture
SOLUTION
Refined UX
I always look for ways to improve the user experience and streamline processes. When faced with the task of fitting leads into the TL Workspace, I initially anticipated a few challenges. However, as we defined our needs for the process of digital leads, we quickly realised that it was actually a relatively simple extension of the existing flow of the Selection form module used by TLs.
Our goal was to make the process of managing leads as easy and intuitive as possible for TLs. By building upon the familiar structure of the Selection form module, we were able to create a seamless experience that users could easily understand and navigate.
We began by identifying the key pieces of information that were necessary for TLs to effectively manage leads, such as contact information, lead source, and lead status. From there, we mapped out a flow that allowed users to easily input and track this information, while also providing them with the ability to customise the process to suit their specific needs.
By leveraging the existing framework of the Selection form module, we were able to minimise the learning curve for users and ensure a smooth transition to the new system. We also incorporated user feedback throughout the design process to further refine the experience and ensure that it met the needs of our target audience.
01
New Leads Chip
Easy and quick option to reach Leads section.
Decided to put this in quick action menu as this is one of the
frequent action of TL’s work-cycle.
Quick Action Menu
Containing every regular actions done by TL’s
for quick and effortless experience.
Total New Leads
Talking to TL’s we noted for them leads are mainly bifurcated into two categories i.e. All or some who are interested.
Giger Card
It contains only relevant info. required to make a decision for TL to either Call, mark Interested (on simple right swipe) or Drop (on left swipe).
Call button upfront to reduce friction as it is the most critical action required for Lead.
Add New Button Fixed
Add New Button Fixed in all tabs leading to add new leads or fill selection form.
02
Digital
03
Add New Form
This form is a way that enables two actions for TL’s i.e. either
to SAVE AS LEAD or fill SELECTION FORM.
Below are the scenarios...
1
2
3
4
5
6
TL fill Name
No option only Back as CTA
Save as Lead CTA gets activated
& can be saved as lead.
TL fill Number
TL Fill Name & Number
TL Select Business
Can be saved as Lead but Next CTA
stay disabled (can’t continue to fill
selection form)
TL Select Job Profile
Can be saved as Lead but Next CTA
stay disabled (can’t continue to fill
selection form)
TL Select Business &
Job Profile
Can be saved as Lead & Next CTA get
active and TL can continue to fill
selection form.
Newly added Lead
A auto-disappearing highlight of the newly added lead card as yellow to give TL a felling of gratitude that the Lead is added in the list.
We decided to add new lead at the end of list, as, TL’s communicated that leads added earlier are more important to contact otherwise it may be a potential drop .
A confetti is must...
05
04
Drop Flow –
Sketching & Low-Fidelity Prototyping
By combining the ease of left swipe gesture with a well-organised list of drop reasons, we created a streamlined drop flow that improved overall TL(Team Leader) experience. This approach simplifies the process of dropping gigers from Leads or Selection, reduces cognitive load, and empowers TL’s to make informed decisions. With a well-designed drop flow, TL’s appreciated the simplicity and efficiency of the interaction, ultimately leading to increased engagement and satisfaction.
02 days
Design Sprint
18+ hours
Collaborative Work
Why?
During giger interviews, it became
evident that a significant portion of
leads (75%) were being sourced through
internal referrals by Team Leaders (TLs). However, due to the absence of a referral module in our giger App, we were unable to track and effectively utilize this valuable source of leads.
Looking to our gigers understanding and also the requirements for our central team to generate Lead, We divided the Refer & Earn feature into two major scenarios for ease of our gigers. This division ensures that our gigers can easily participate in the referral program while also providing the necessary information to generate new leads effectively. By structuring the feature in this way, we aim to streamline the referral process and maximize the potential for lead generation.
NEW ADDITION
"Refer & Earn"
Feature for curating new leads for gig-workers
SOLUTION
UX and Decisions
Conclusion
I throughly enjoyed this Design Sprint
Overall, the "Refer & Earn" feature serves as a valuable tool to curate new leads for gig workers, expanding the talent pool, improving the quality of leads, enhancing onboarding processes, fostering trust, and reducing acquisition costs.
Let’s Connect
Feel free to reach out for collaborations or just a friendly hello
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