Prototyping · Collaborative problem solving · B2B2C
Profitability via Productivity
Increased gig-worker productivity by 46% and internal efficiencies by 5x leading to profitability in a new region for Premise's first data product.
My Role
I led the design process from synthesizing research insights to implementing solutions
Between September 2023 and June 2024, I led workshops with a core team (listed below) and 15 additional stakeholders from Client Success, Operations, and Field Management.
5 Engineers
Engineering Team
The Challenge
The app experience was a primary reason gig-worker churn exceeded 50%
Audits per day
Our gig-workers were auditing 8.2 stores per day, but to be profitable in Mexico, we needed to increase this to over 13.
This was the before experience. The linear survey flow forced them to walk around a store countless times to collect the data from Premise's mental model.
The Problem
After interviewing a dozen gig-workers we learned
- • Without store pins on their map, they wasted time searching far distances within their assigned zone.
- • The 150-question linear survey forced awkward timing—they couldn't ask the shopkeeper all their questions at once, but had to wait for each one to appear in the fixed order.
- • The survey's fixed order didn't match how products were arranged in stores, forcing them to repeatedly walk through the same aisles.
How might we help gig-workers collect more efficiently?
The App Redesign
Introducing a new Collection Experience
The improved task experience matches the mental model of the auditor and the store, allowing for a less cumbersome interaction with the shopkeeper and a very efficient way to collect product data in time and space.
Know where to go
See stores on their map so they can start their day headed in the right direction.
Walk through the store once
Dynamic filtering lets auditors easily enter the products they find, and we will simply know the Brands and Categories they belong to.
Choose your adventure
By introducing sections, gig-workers could engage with the shopkeeper at appropriate times and perform the audit in their preferred order.
Checkmark animation by Tom Gan
Premise Internal Workflows
Streamlined tooling for the Premise ops team
Data model management
Easy to manage the source of truth for products and choose what to measure each month for subscribed customers.
A new form builder
Flexible enough to create the best user experience with the ability to hook up to a data API and a powerful system for creating conditional logic.
The Impact
increase in worker productivity
time saved spent auditing stores
time saved finding stores to audit
increase in audits accepted
increase in gig-workers retained
Design Process
User journey mapping helped identify pain points and opportunities
Mapping success metrics to ensure measurable outcomes
Want to see more?
Get in touch with me to see my in-depth case studies.