2021/2022
Everli
Background
Everli helps people achieve peace of mind, simplifying life when shopping for groceries, the customer's order is picked and delivered by a Shopper directly to their home. I'm currently part of the Operations team, which is responsible for the Shopper App, the app that the Shoppers receive the customers' orders and deliver their groceries.
I've had the challenge to redesign the Earnings & Balance section as my first project, as part of the Operations team, at Everli. The Earnings & Balance section serves as a vital interface, displaying the compensation accrued by the Shopper and outlining their anticipated weekly compensation.
Core problem
The existing system presented several challenges. It struggled to provide comprehensive and reliable visibility of earnings due to the varying number of bonuses and refunds, compounded by the disparity between assignment dates and bonus disbursement dates. Consequently, organising clear information on the Shopper's expected payment from Everli proved exceedingly difficult.
My role
I worked as a Senior Product Designer in collaboration with a Product Manager, Tech Lead and Operations team across Everli
Analyzing design research results and outputs (research findings, insights): Benchmark of what the competitors do and how
Facilitation: I've facilitated workshops with stakeholders (PM, Tech, Operations) to define the scope, set expectations and share inspiration
User journey creation: I've mapped and drafted the journey
Design: I've designed high-fidelity prototypes covering different flows
User test: Recruiting, conducting and organizing user test sessions with Shoppers
Content design follow-up: I worked with the UX Writer to provide clear content for Shoppers to understand the compensation information
Feedback: Aligning prototypes with development team and product manager and getting feedback
Prioritization: Since the feature was very complex, we decide to go with different releases according to their priority
Challenge
How might we redesign the Earnings & Balance section, displaying all the information (compensation, bonuses) in a clear way and avoid calls to Shopper Support?
Main hypothesis
Presenting earnings and bonuses clearly in the Shopper app will help reduce confusion and the need for Shoppers to contact support.
Goals
Reduce Support Inquiries: Minimize the number of calls and messages to Shopper Support by providing comprehensive and accessible earnings information within the app.
Support Shoppers of All Experience Levels: Ensure the new design accommodates both new and experienced Shoppers, offering necessary guidance for new users while avoiding information overload for veterans.
Increase Shopper Satisfaction and Trust: Build trust by making earnings and payment details transparent and easy to track, fostering a positive user experience and reducing frustration.
Facilitate Financial Planning: Provide Shoppers with tools to better manage and predict their cash flow, particularly focusing on daily rather than weekly tracking, based on user insights.
Approach
A little before my arrival at Everli, 5 in-depth interviews with Shopper from different regions in Italy and different levels of experience were done on Zoom. That allowed us to dive deep into shoppers Pain Points, Delight and Expectation.
With this research material, I've started the benchmark and then Wireframes that were shared with the main stakeholders.
Shoppers manage their cash flow daily rather than waiting for weekly balance updates. This finding highlighted the need to reorganize the balance information to align with daily financial habits.
💰 Lack of clear earnings information: Earnings, bonuses, and refunds were hard to understand, causing confusion.
🗓️ Bonuses didn’t align with order dates, making tracking difficult.
📊 Complex payment tracking and complicated organization made it hard to predict earnings and manage cash flow.
📞 Shoppers often call Support due to unclear information, causing frustration.
Process
Research - Workshop with stakeholders - Opportunities and priorities - User journey - Design exploration - User test - Feedback and design refinement - Handoff
Outcome
Earnings & balance page before
Earnings & Balance section of the Shopper app lacked complete and reliable visibility into earnings and their categorization for the specified period. The presence of multiple bonuses and refunds, combined with discrepancies between assignment dates and bonus dates, maked it challenging to clearly present how much Everli will pay the shopper and when.
Mapping information architecture
Wireframes
User test with 3 Shoppers: 1 new shopper (up to 20 orders), 1 intermediate shopper (20-100 orders) and 1 experienced shopper (+100 orders)
Screenshot of the results of the User test
As one of our hypothesis was that Shoppers would wait until Sunday, the day when Everli calculates the weekly balance, to pay themselves with the cash collected during the week.
After the user testing, we discovered that they take it by the end of the day and leave it in the "Everli wallet” which it’s shown as negative in their balance.With this discovery, it was easier to reorganize the information from the balance by day and not by the weekly management of cash flow.
Shoppers with less experience need more guidance and they often check the details of the balance.
Shoppers with more experience don’t check the detail of current balance or upcoming payments.
Shoppers who have worked with Everli for a long period of time know when they get paid and they have their own method to track the next payment – they take screenshots on Sunday evening and compare this amount on their bank account to make sure the total amount is correct.
The shoppers interviewed appreciated the design changes in the section, although the ones with more experience shared that there was exceeding information.
“For new shoppers, it’d be useful for them to understand how it works”.
After having worked on the first draft of the new UI, I started recruiting Shoppers for the User Test.
The aim of this User Test was to give the green light to our fresh design, ensuring it addressed the pain points and collecting valuable shopper feedback. Specifically, we were on the lookout for confirmation that we nailed the following pain points:
Clear Information Organization: Ensuring that the way information is organized is crystal clear.
Balance and Cash Flow Tracking: Verifying that the new design effectively addresses issues related to tracking balance and cash flow.
Solution
After working on the requirements for the new design were straightforward:
Positive Impact and Shopper Feedback: Seeking affirmation that the changes had a positive impact and garnered favorable feedback from shoppers.
Understanding the Information: Ensuring that shoppers found the information presented in the design easy to comprehend.
Appreciation and Easy Navigation: Striving for a design that not only gets a thumbs up but is also appreciated for its simplicity and ease of navigation
This is the first solution of the new Earnings & Balance section (2022):
Learnings
Cross-functional collaboration: Early engagement with the tech team ensured feasibility and smoother development.
Validation through testing: User tests uncovered unexpected behaviors (e.g., daily cash handling), highlighting the importance of continuous validation.
Design adaptability: Tailoring the experience to both novice and experienced Shoppers emphasized the need for flexible solutions.
Simplicity in complexity: Organizing complex financial data clearly reinforced the value of balancing transparency with usability.
Impact
Improved usability: Reorganizing balance information by day aligned with user behavior, reducing confusion.
Enhanced trust: Clearer earnings categorization empowered Shoppers to track payments confidently.
Support efficiency: Better clarity likely reduced Shopper Support inquiries.
Actionable insights: Understanding Shopper needs informed future iterations, including tailored onboarding and simplified interfaces.
Scalable improvements: A phased rollout allowed for immediate impact and iterative refinements.