Airtasker

Airtasker is an online marketplace connecting people that need a job done (Posters) with people that can do the job (Taskers). Users describe the task and indicate a budget, community members then bid to complete the task. Airtasker was founded in 2012 by Australian entrepreneurs Tim Fung and Jonathan Lui in Sydney.

Team

Damien Terwagne

Ming Luan

Jonnie Farrell

Design Sprint

In 2016, after hearing multiple success stories the Design Sprints approach from Google, we wanted to run our very own at Airtasker. A cross-functional team of product managers, engineers, designers, operations staff, and marketing personnel took part in a series of workshops to share their knowledge and brainstorm solutions to improve the Airtasker experience.

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Some images that took while the workshops were running. 

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During the first three days, we workshopped the definition of the long-term goal "Start at the end" and the voted on the three problems that we wanted to focus on. The company had never worked on such a wide project. Initially, we tried to follow the DS process but soon enough we decided to expand the timing of the project from an initial week to four weeks.  As expected, there were multiple prospectives and ideas to take into consideration and was very interesting to see that these differences started to converge by the end of the workshops.

LONG TERM Goal

Do a better job at “storytelling” & provide a more contextual experience

We defined 3 different HMWs to describe the three areas to focus on.

Discoverability was aiming to improve the experience for the Tasker in finding new work that better suits their skills. 

Tracking we wanted to improve the ease of managing tasks for Posters and Taskers.

Communication was about improving the communication between Taskers and Posters to better manage expectations before and during the completion of the task.

Discovery
Discoverability

HMW improve browse tasks for better discoverability for taskers

Track
Tracking

HMW help Posters and Taskers in tracking their tasks

Comms
Communication

HMW improve comms to better define the scope and select the right tasker

Communication

HMW improve comms to better define the scope and select the right tasker

Research and Concepting

At the beginning of this phase, the team spent a considerable amount of time going through competitors research, data analysis and existing pains points from qualitative research. 

We presented the research to the rest of the cross-functional team, kicking off the initial sketching phase directly with them. At the and, we voted on the most interesting solution and what we wanted to expand more.

After this phase, we run 3 weeks of designing/prototyping/testing loop were we worked on refining these ideas and to learning more about our strategy. It was great to be able to start by sketching the possible solution, to create high fidelity prototyping to test with real users in such a short period of time.

Discovery

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Some of the screens designed for the Discovery problem. 

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Tracking

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Communication

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Results

The feedback from the user-testings was very positive, and the business had decided to implement most of those ideas and suggestions into the product. Overall these changes have had a positive impact for the company enabling Airtasker to maintain its growth by consolidating Assign rate, completion rate and zero offer rate.