OnTech Pro
UI/UX Research
OnTech Pro is a gig-economy app that empowers electricians, smart home technicians, and delivery drivers to work on their own terms. With OnTech Pro, professionals can control their schedules, choose their work locations, and get paid instantly.
As the Product Manager for this project, I played a pivotal role in bringing the vision of OnTech Pro to life. Collaborating closely with the research team from the earliest stages, I ensured that the application not only functioned seamlessly but also captured the essence of the meticulously crafted designs. My primary focus was translating design concepts into fully functional components, creating responsive layouts, interactive elements, and data visualizations to provide a smooth and intuitive user experience.
By aligning the development process with user insights gathered during the initial discovery and research phase, I ensured the final product addressed user needs effectively. My commitment to detail ensured that the components met high standards of performance and accessibility. Engaging in user testing, I refined components based on feedback, enhancing the overall usability and functionality of the application. My role was instrumental in bridging the gap between design and functionality, resulting in an application that captured the creative vision and provided a seamless, enjoyable user experience with OnTech Pro.
The Challenge
Installing entire product lines.
More installations = more products sold. However, certain products require specialized skills and certifications so they can be installed safely. OnTech currently has several areas where they can service electrical work orders, but this skillset is relatively limited in the existing workforce.
Product delivery.
We want to make sure we’re making proper use of our technician’s skills. It doesn’t make sense to send a certified electrician with years of experience to simply deliver a product. These jobs can be done by those with fewer technical skills.
Hiring is hard. Retaining is harder.
People, including a lot of skilled technicians, want more flexibility in their employment. This could be an opportunity to provide win-win relationships with technicians around the country.
The Process
Our team was approached by the OnTech team in the very early stages of the project. The business had a general idea of what the app should do but looked to us to answer a lot of the how and why questions. We worked closely with the business stakeholders in an agile process of research and iteration throughout the project.
Research
Who is The Audience?
OnTech knew there was a business driver for the product but relied on us to define the audience and gauge demand. Our team began to conduct surveys of people with gig worker experience to help craft personas. We used this in conjunction with demographics for OnTech’s employed technicians.
Surveys
In our initial exploration process, we were interested in examining the background, priorities and motivations of gig workers within the United States. We surveyed 150 gig workers with a 15-question survey consisting of multiple choice questions, satisfaction rating, true/false and open-ended questions.
Key takeaways:68% rated ability to choose working hours 4/5 in level of importance.
90% answered ‘True’ when asked if gig work provided a quick and effective way of gaining experience.
80% rated Independence in work life as a 4/5 in level of importance.
User Persona
James Smith - The go getter
James is a 36 years old Chicago resident. He works a full-time job in addition to driving for Doordash and makes around $60,000 / year. His hustle attitude is always on and he loves to learn and try new things. Working gig jobs gives him the freedom and flexibility to be his own boss.
Defining the Product
Stakeholder Interviews
In order to distill the wide range of ideas and input from the business leaders we began conducting stakeholder interviews. This set a good baseline for our team and the OnTech business to better understand what we were working toward. As the product roadmap and list of features became more defined we were able to better manage expectations and give smarter timelines for deliverables.
Competitive Analysis
Another key research component in the early stages was a detailed competitive analysis. We reviewed seven indirect and direct competitors to assess their strengths and weaknesses and identify strategic opportunities.
Mapping the Experience
Next we began examining current product flows while working through and identifying optimized paths. We defined our ideal experience and then began creating wireframes to validate. This simplified flow helped us filter down the core pages needed for users to find, sign up for, and complete jobs.
Information Architecture
Metadata structure and sorting was a large part of building logical and easy-to-digest information for users. Job details like time, location and payment would be pulled from data sets and inserted on a single card containing all job information. We used surveys, card sorting, usability and A/B tests to bring a sensible hierarchy to vital information through the eyes of the user.
Usability Testing
Our team implemented regular usability testing to quickly iterate on wireframes. The consistent feedback allowed us to make rapid changes that were validated by actual users. This would give our layouts a solid foundation of patterns to build upon for new features.
Interface
Campfire Integration
As a part of Dish Network's house of brands, OnTech uses the enterprise’s design system, Campfire, for websites and digital products. Our team used core principles of the Campfire design system as building blocks to fit the alternate labor experience. By using things like typographic scale, interaction color and some highly functional components, we were able to modify more expressive pieces to craft a unique product.
Building the Story
While building the interface for OnTech Pro, I explored branding and how this experience could be brought to life for the user. Thinking back to our personas, the marketing for this app would have to be powerful, motivating, and approachable. Bold, encouraging text with inspiring imagery would lay a blueprint for a go-getter to sign up and get started owning their work.
