Ratings Gamification
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Ratings Gamification

Product

Orka Works Worker App

Timeline

3 Week

My Role

Product Designer

UX Designer

UI Designer

Toolstack

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Miro
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Notion
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Figma

Problem Space

🙍‍♂️
Problem: The performance of the workers on our platform started to go down. More workers were not showing up, not clocking in and cancelling shifts. There was no accountability and this was affecting trust in the platform.

Step 1 - Empathy

My goal during the empathise phase is to:

  1. Understand why this is a problem and how it is impacting the business
  2. What are the positive actions we want to encourage our workers to do on the platform
  3. What are the negative actions we want to disencourage our workers from doing on the platform
  4. How can we be fair but also make workers accountable
  5. How can we incentive our workers to maintain a high standard of good behaviour

We already had a basic rating system in place that would for example, take off 0.2 of a star if the client marked them as not showing up to the site. However it wasn't fully formed and there was no transparency around how it worked. Workers had nothing tangible to work towards and trying to explain losing 0.2 of a star was difficult.

I brainstormed a few ideas of how we could better gamify improving worker behavior on the platform and one of these ideas was the concept of converting ratings into points. That way it was easy to reward them with points for every positive action they did on the platform and take away points for every negative action they did on the platform, and their rating would reflect this.

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I then facilitated a whiteboarding session with various stakeholders to visualise what actions we want workers to do on the platform and what actions we don't want them to do. We also ideated on how we could incentivse workers

Step 2 - Define the problem

As a worker I need to be able to clearly see the what my current rating is

As a worker I need to know how to improve my rating

As worker I need to know what causes my rating to decrease

As a worker I want to know how my rating will help me to be accepted for more jobs

As a worker I want to be recognised for my good work

Early Hypothesis: If we made the rating system more transparent and gamified it for users, it would mean users could be accountable for themselves and the great workers will rise to the top and have more job opportunities. Those who perform badly and erode trust on the platform – which unfairly impacts everybody else – will be highlighted sooner and will not be given work.

Step 3 - Ideation

Crazy 8's

Ideas from a cross department Crazy-8s session I facilitated. We presented back our ideas and voted on our favourites which then got carried over to the next phase.
Ideas from a cross department Crazy-8s session I facilitated. We presented back our ideas and voted on our favourites which then got carried over to the next phase.

Competitor Research

I looked at a variety of apps that had some form of gamification or rating system and mapped them out on Miro. I noted what worked parts well and what didn't work so well to me after signing up as a user.

Step 4 - Rapid Prototyping

Handoff

Outcome

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Outcomes: We have built a dashboard where we expect the following metrics to change: Reduction in no show rate Reduction in cancellation rate Increase in on-time clock-ins

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