📞 Telco

Incubating a two-sided gig platform revolutionising customer service

Incubating a two-sided gig platform revolutionising customer service

Incubating a two-sided gig platform revolutionising customer service

call center uberisation phone mockups
call center uberisation phone mockups
call center uberisation phone mockups

Client

Confidential

Duration

3 months

Role

UX Designer

Services

Product market-fit, Social Testing, UX Design

Challenge

Facing workforce shortages and the challenge of aligning call centre schedules with customer demands, our telecommunications client needed an innovative solution to boost the efficiency of their customer service operations. Recognizing this opportunity, we proposed a two-sided platform that "uberized" customer service by recruiting freelancers as agents. This approach enabled remote, flexible, and autonomous work for agents, powered by a streamlined digital platform.

While the initial concept showed promise, it required validation to ensure its market desirability and a clear venture positioning. We focused on incubating the idea, crafting a robust product strategy, and preparing for the next phase of venture development.

Our key challenge was to define the target audience, prioritize core features, and design intuitive user flows. By aligning user needs with business goals, we created a strategic, user-centred foundation that positioned the product for a successful launch.

3  flat phone mockups
3  flat phone mockups
3  flat phone mockups
wireframs book shift calendar
wireframs book shift calendar
wireframs book shift calendar

The First Mission

The First Mission

The First Mission

Features Opportunities Mapping

Uncovering opportunities to digitalise the onboarding & hiring journey by conducting stakeholder interviews & running ideation sessions

hiring & onboarding journey map
hiring & onboarding journey map

(01)

As-is Hiring & Onboarding Journey Mapping

Our initial task was to thoroughly understand the existing hiring and onboarding journeys within the enterprise's internal systems. This involved mapping the current processes followed by recruiters and candidates. Collaborating closely with a pilot call centre of our client, we ran over 10 discussions with stakeholders within 2 weeks to map out the as-is journey. The final deliverable encompassed 47 steps across 3 different enterprise systems. This analysis also enabled us to define detailed profiles for future customer service agents, including their required skill sets and technical capabilities.

features opportunies ideation bank
features opportunies ideation bank
features opportunies ideation bank

(02)

Features Opportunities Ideation

Through in-depth process analysis, we identified essential non-negotiable HR and legal steps, requiring us to thoughtfully design around these constraints. Simultaneously, we conducted competitor research to uncover best practices for digitalizing applications, screening, and training processes.


Insights from interviews with recruiters highlighted key pain points, which guided our ideation of feature opportunities during collaborative workshop sessions. By addressing the challenges faced by both customer service agents and recruiters at various process stages, we developed a robust opportunity bank of 17 feature ideas, forming the foundation for future proposition development.

The Second Mission

The Second Mission

The Second Mission

Target Audience Identification

We began by identifying three potential target audiences that met our criteria for skillset, tech-savviness, and schedule flexibility: student workers, full-time gig workers, and homemakers—all groups with high potential for our service. To prioritize one for the initial MVP launch, we conducted live social media campaigns, simulating real-world conditions to gauge genuine customer interest and move beyond theoretical assumptions.

3 branding routes
3 branding routes

(01)

Branding

I developed a unique brand identity for each proposition to resonate with the target audience immediately. In just two days, I created foundational 3 brand guidelines, including a colour palette, graphic elements, and typography. Defining the right personality traits and tone of voice for each brand was crucial to forging an emotional connection with the audience. This approach ensured that the brand felt relatable and memorable, especially when crafting copy for social media assets.

in-market social testing assets
in-market social testing assets

(02)

In-market Social Testing

Our social testing had two primary objectives: to prioritize the most desirable target audience and to identify the most compelling brand hook. We carefully selected platforms, campaign durations, and acquisition funnels for each target group, with Indeed serving as the control channel across all three audiences to ensure rigorous testing. TikTok was chosen for students, Facebook and Upwork for full-time gig workers, and Instagram Stories and Mumsnet for homemakers. We launched six social media campaigns, featuring 27 visual assets that were repurposed into short videos. Each campaign drove traffic to a Google Form lead generation page to track sign-up rates.


To refine our GTM messaging, we conducted A/B testing to assess the key messaging and creatives resonating with the audience to optimise the conversion rate when launching at full scale. Each variant emphasized a distinct benefit of the service—such as flexibility, earning incentives, or the community aspect—allowing us to fine-tune our approach based on audience response.


The smoke test generated 1,400 leads within a week, with over 620 sign-ups. Notably, the Sidetable proposition targeted at students yielded the best results, attracting a high proportion of skilled workers who met our HR requirements.

The Third Mission

The Third Mission

The Third Mission

MVP User Journeys

Designing the core user flows of the new gig platform bringing to life prioritized features through user journey & low-fi wireframe

wirframes MVP call center uberisation
wirframes MVP call center uberisation
wirframes MVP call center uberisation
features prioritization
features prioritization

(01)

Features Prioritization

To shape the product's roadmap, we conducted qualitative user testing with potential customer service candidates alongside smoke testing. This helped us assess the desirability of various features, enabling us to prioritize the most critical functionalities for the MVP.

product architecture
product architecture

(02)

Information Architecture

To ensure seamless integration between the gig platform and the client’s legacy systems, an information architecture pinpointing key interaction touchpoints between the different systems was necessary. By limiting the depth to five Level-1  pages with clear, intuitive naming for the new gig platform, I ensured the structure was streamlined, findable, and easy to navigate for end-users.

MVP user journeys
MVP user journeys

(03)

MVP User Journeys

To illustrate the core features prioritized for the MVP, I designed 6 comprehensive user flows covering over 80 action steps. These flows mapped out key scenarios, such as hiring and onboarding, booking and starting shifts, managing personal account information, tracking performance metrics, and completing digital training. Exploring the happy path and potential edge cases, this exercice enable us to test and validate the new IA.

low-fi wireframes success screen
low-fi wireframes success screen

(04)

Low-Fi Wireframes

To establish a shared vision for the product's structure and functionality, I created 18 low-fidelity wireframes that aligned with the critical steps of the user journeys. These wireframes provided a foundational framework for the design and development teams, emphasizing core functionality and user-centric interactions essential to the MVP's success.

Outcomes

The MVP of the gig platform was developed in the following months, leveraging a white-label solution to accelerate time-to-market. To refine the product in a real-world setting, the platform was tested with a pilot call center. Simultaneously, candidates from the alpha community built during the testing phase were recruited to participate, providing valuable insights and feedback for optimization.

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