Executive Summary

Snag Work is Uber for shift work. It enables workers to find relevant temporary gigs and allows business owners and managers to quickly hire quality talent.

My role on the team was end-to-end product design. Partnering with the product manager and key engineers, I was responsible for UX/UI design: interviewing workers and business owners, interaction design, visual design work, and working closely with developers on implementation.

We measured success for Snag Work with a) customer (shift worker and business owner) satisfaction as well as b) organic growth. Every product decision would help us grow both customer satisfaction, growth, and retention.

Process

People Problem & User Research

Our goal was to create a world-class product that enables workers to find relevant temporary gigs and allows business owners and managers to hire quality talent fast. Together with user researchers, we conducted a 2-week video diary study with 24 jobseekers across the U.S. This research led us to create three personas that represent the core users we are serving. Key insight: shift workers do need more work, and they are ready for taking hourly shifts if it creates more income for them.

Achieving this goal was only possible if we took our customers very seriously, and run dozens of rounds of interviews with both shift worker and business owners/hiring managers.

Each interview and discovery session would result in a discovery card, featuring key insights and opportunities drawn from a conversation.

Understanding User Journey and Key Tasks

Exploring Options and Designing Mobile First

Good design solutions come from a blend of thorough exploration and tireless execution. Exploring multiple design options was essential to bringing the most compelling design ideas to execution.

By putting our mobile users first, we’ve been able to start thinking about large problems with small screen experience in mind. This approach allows us to build the design in a responsive way and lay a foundation for native iOS and Android apps.

Visuals

What Could Have Been Done Differently

A few things that could be done differently:

• Shorter design sprints (1 week instead of 2-3 weeks)
• More interviews with sales and onboarding teams (not only with business owners and shift workers)
• More frequent retrospectives to ensure quality communication across teams

Reaching Goals

Snag Work is currently in production, being released to targeted markets (Richmond, VA, North Virginia, D.C.). While it’s too early to talk about direct results and numbers, the preliminary feedback from the shift workers and business owners was very positive: they saw tremendous improvement in design, and are excited to see the product live.