Product Design Intern
Instawork is a VC backed startup in San Francisco. It allows hospitality businesses to post gigs when they need extra help and hospitality workers to fill those gigs and make extra money on a flexible schedule.
June 2019 - Sep 2019
User observations, user interviews, root cause analysis, sketching, wireframing, prototyping, user testing, programming changes
Product Manager, Product Designer, Head of Product, Engineering Intern, Engineering Team
Sketching, Figma, Adobe Illustrator, Adobe Photoshop, HTML, CSS
Bluejay Internal Tool
My major project while interning at Instawork was designing the internal tool that the Live Operations team used to make sure every gig an Instawork Professional completed went smoothly.
I set up interviews with some of Instawork's top Professionals to find out two major things: why Instawork is so impactful for them and what they think would make their Instawork experience better.
Instawork didn't have a marketing team when I joined as an intern, and I noticed some inconsistencies in the sales material, the website, and the app. I created brand guidelines to keep consistency.
Sales flyers? Conference posters? Office labels? You name it - I worked on it! I become the go to person for not just my direct manager but also for the Sales and Live Operations teams.
Bluejay Internal Tool
Since I was redesigning a tool for the Live Operations team, I knew I needed to fully immerse myself in their experience. I moved my desk to their work station and worked with their team for a full week - observing, chatting, asking questions, and essentially learning how they complete their jobs.
I noticed quickly that this tool didn't even begin to cover all that the Live Ops team had to do. In fact, it was just one of four web pages the team used to track, contact, and manage the professionals. For each task they completed, they had to switch between tabs to get information from each one.
Root Cause Analysis
This led me to question what information could feasibly be built into an updated version of the website. Was the problem that we were using too many different tools? Or was it that Intercom, the message storing system, didn't allow integration? Or were we not asking the users for the right information? It became clear that the issue was a mix of all of these questions, and that the problem was a lack of an easy way to see a professional on the map, find what gig they were going to, see their status, and contact them if needed.
Our root problems were 1) a confusing user journey and 2) a tool that didn't align with what the journey should be to maximize success.
Wireframes and Prototypes
Everyone always says, "make sure you take pictures of all your work for your portfolio!" but unfortunately, I only saved photos of the finished product, and I can no longer my company account. I still felt it is important to include wireframing as a key piece of my design process. For this project, I did a word wireframe first - no images, no content, no pages, just words with arrows pointing to what should be included and what should connect to what.
Next, I created sketches to help myself understand where different features should go. I tested these paper prototypes with the Live Ops team to get feedback on this super low-fi mockup. I then moved to Figma to create a very first draft of the digital design. I created several iterations of the base page as well as any "stages" (error message, not checked in, user profile, etc) and worked closely with the software engineer to slowly bring my design to life. We tested the working site with the Live Ops team, and, after multiple round of feedback and redesign, they loved their finished product!
The goal of creating these spotlights was to highlight the amazing work that the Instawork Professionals were doing and to allow the Instawork team to feel more connected to the real users in the office. I found our top Instawork Pros and reached out to them to see if they would be willing to be featured. I set up interviews and photoshoots with them and traveled different areas in the Bay Area to meet. I loved this project because I got to hear some truly incredible stories and meet some incredible people, and Instawork now has some great wall art!