Role: UX Designer & Service Design Consultant
Problem: Fragmented Visibility in Gig Workforce Management
GigCX provides tools for hiring and managing gig workers, but clients lacked actionable data to monitor real-time productivity, enforce location-based contracts, or anticipate staffing demands—key hurdles for time-sensitive campaigns.
Pain Points
HR managers wasted up to 3 hours daily manually auditing worker logs and cross-referencing worker information from variable sources.
Executives lacked insights to assess performance and compare operational costs.
Hiring campaigns often ended up with insufficient workers, due to inability to plan for sudden spikes in activity.
Research & Discovery
Stakeholder Workshops
Objective: Co-define dashboard requirements with cross-functional stakeholders through evidence-based prioritization.
Participants: 15 stakeholders across 3 cohorts.
Methods:
Survey
Sent Likert-scale questionnaires (1–
Journey Mapping
Mapped the Worker Hiring and Worker Monitoring processes using FigJam.
Affinity Diagramming
Clustered 58 pain points into 12 themes. Top 3 themes:
1
Compliance Risks
Unapproved worker locations
2
Reactive Issue Resolution
Delays addressing tech failures.
3
Forecasting Blindspots
No data to predict hiring needs.
Feature Prioritization
Used MoSCoW Matrix to vote on requirements:
| Feature | Must have | Should have | Could have | Won’t have |
|---|---|---|---|---|
| Location tracking | ✔ | |||
| Real-time alerts | ✔ | |||
| Hardware test | ✔ | |||
| Internet connection monitoring | ✔ | |||
| Reporting | ✔ |
12 Critical Features defined in a product requirements document (PRD).
Personas refined through role-specific feedback (e.g., executives rejected a “simplified view” as overly reductive).
User Interviews
Participants: 2 Executives, 8 HR managers and 15 gig workers (to understand both sides of the platform).“My internet drops sometimes, but I dont know how to report it without losing hours.”“I moved temporarily but didn’t realize it violated my contract.
Quantitative Analysis
Audit of Historical Data
Analyzed 6 months of worker logs (10,000+ entries) to identify patterns:
- 35% of campaign delays linked to internet speed drops.
- 20% of workers violated location clauses (often unintentionally).
- Idle time spikes occurred during specific hours (12–2 PM local time).
Competitive Analysis
Platforms : Upwork, Fiverr, Trello, Linked In, and internal tools used by clients.
Platforms were analyzed by segment (e.g. Job boards
Gaps Identified:
- No real-time location tracking for compliance.
- Critical issues buried in chat logs or emails.
- Historical data siloed by campaign (no cross-campaign trends).
Persona Development
Created 3 personas to guide design decisions:
- Operations Lead Olivia:
- Needs: Macro-level geographic insights to allocate resources.
- Frustration: “I can’t tell if we’re overstaffed in Canada and understaffed in the Philippines.”
- HR Manager Hasan:
- Needs: Alerts for critical issues; Quick filters to resolve worker issues.
- Quote: “I need to sort idle workers by reason and status.”
- Executive Elena:
- Needs: Predictive analytics for budget planning.
- Metric: “Show me hiring trends for the next quarter.”
Ideation & Prototyping
- Wireframes:
- Drafted 3 dashboard layouts in Figma, testing with clients for usability.
- Key Feedback: Users wanted to toggle between map (executive view) and table (manager view).
Annotation: The toggle feature (A) was added after users emphasized the need for both geographic and granular data views.
- Data Strategy:
- Prioritized 4 critical issues (internet speed, location changes, device failures, idle timeouts) based on client-reported pain points.
- Aggregated 6 months of historical data to forecast worker demand.
Development & Testing
Built interactive components for:
- Real-Time Worker Map: Flagged non-compliant workers (e.g., in red for unapproved regions).
- Critical Issue Feed: Live list of alerts with resolution buttons (e.g., “Contact Worker”).
- Historical Trend Analysis: Line chart comparing worker availability vs. campaign deadlines.
Usability Tests: Refined filters (date, country, job type) after observing users struggle with overloaded UI.
Solution: Unified Dashboard for Actionable Insights
Goal: Transform fragmented workflows into a unified dashboard that empowers clients to monitor, analyze, and act on workforce data in real time.
Key Features & Design Decisions
Real-Time Compliance Monitoring
Geo-Tagged Worker Map:
Visualized worker locations using Google GeoChart, flagging those in non-contract regions with red markers.
User Need Addressed: HR managers’ inability to track geographic compliance (raised in 100% of workshops).
Critical Issue Feed:
Live list of alerts (e.g., “Worker #022: Internet speed <1Mbps”) with one-click resolution options (Contact Worker, Pause Tasks).
Design Rationale: Reduced HR’s tool-switching by centralizing alerts (validated in usability tests).
Historical Trend Analysis
Customizable Line Charts:
Compared worker availability vs. campaign deadlines, filterable by date, country, and job type.
User Need Addressed: Executives’ request for predictive hiring insights (prioritized in MoSCoW workshops).
Issue Breakdown Dashboard:
Pie charts highlighted that 35% of delays stemmed from internet speed drops, prompting clients to upgrade worker stipends for better connectivity.
Equity-Driven Worker Experience
Anonymous Reporting:
Added a “Flag Issue” button for gig workers to log problems without affecting their ratings.
Impact: Post-launch surveys showed a 50% increase in issue reporting (reducing downtime).
Low-Bandwidth Mode:
Text-only alerts and simplified UI for workers in regions with unstable internet (requested by 87% of gig workers in India/Philippines).
Tools & Collaboration
- Figma Prototypes:
- Iterated on 3 dashboard layouts, testing with HR managers for task completion speed.
- Key Iteration: Switched from a tabbed interface to a single scrollable view after users missed critical alerts in hidden tabs.
Annotation: Users completed tasks 25% faster in the final scrollable layout (B).
- Google Charts:
- Selected for its flexibility in handling real-time data updates and compatibility with the client’s tech stack.
Impact: Measurable Outcomes
1. Operational Efficiency
- Issue Resolution Time:
- Reduced average HR response time from 2.1 hours to 49 minutes (63% faster) via real-time alerts and one-click resolution workflows.
- Measurement: Compared pre/post-launch Zendesk ticket resolution logs (n=1,382).
- Tool Consolidation:
- Eliminated 3.2 hours/week of manual data reconciliation by centralizing alerts, filters, and reports into one dashboard.
- Source: Post-launch user survey (n=8 HR managers).
2. Compliance & Risk Mitigation
- Geographic Violations:
- Reduced unauthorized worker relocations by 38% in 3 months through real-time map alerts and automated contract reminders.
- Measurement: Audit of Campaign C (20 workers) vs. historical Campaign A (120 workers).
- Critical Issue Resolution Rate:
- Increased same-day resolution of internet speed drops from 52% to 89% with prioritized alert tiers.
3. Equity & Worker Experience
- Issue Reporting:
- Worker-reported tech problems increased by 72% after introducing anonymous logging (pre-launch: 22% reported issues; post-launch: 38%).
- Source: 30-day post-launch worker survey (n=76).
- Accessibility Adoption:
- 64% of workers in low-bandwidth regions (India, Philippines) used the text-only UI mode, reducing task abandonment by 41%.
4. Strategic Decision-Making
- Predictive Hiring Accuracy:
- Clients using the dashboard’s historical trends for staffing reduced under/overstaffing by 28% (validated across 3 campaigns).
- Metric: Mean absolute error (MAE) of 6.8 workers vs. pre-dashboard MAE of 18.2.
User Feedback
- HR Manager (Tech Sector):“The map view helped us catch a relocation breach in real time—something that previously took 8 days to surface.”
- Gig Worker (Philippines):“I finally feel safe reporting internet outages. My income hasn’t dropped since the update.”