Creating a Linkedin for domestic helpers
Modernising overseas employment for workers from Indonesia, Phillipines, Bangladesh and Thailand.
Role :
Lead UX Designer
Duration :
Jan 2024 - August 2024
Responsibilities:
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Understanding the requirement and creating logic workflows, wireframes, design system
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Creating development plan for frontend screens
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Testing
This is a super vast project and hence I’ve realised the best way to compile it is through a story.
Problem Statement
A story without a plot is not a story. Here’s Ours :
Traditionally employment agencies were charging workers from Indonesia, Philippines, Thailand extremely high amounts to find jobs in Hong Kong. Almost upto HK$19,394.
To solve this unfair practice, Overseas Employment Center (OEC) conceived of Maid Match. A business model where workers are charged NO FEES to find jobs in Hong Kong. Instead a higher fee is levied from the employer and most middle men are cut out by allowing workers to directly contact employers through their app.
Stakeholders
Introducing the main characters ...
Jane the employer
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A Marketing Agent living in Hong Kong with her family, looking to hire a domestic helper
Angelissa the domestic helper
Living in phillipines, eagerly looking for a job in Hong Kong
Miranda the agent
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A customer service agent of overseas group that helps clients find domestic help
Team Members
And now the side characters
Sameeksha (Me)
Lead UX designer
Mike
The Product Owner
Belle
Onsite agent in Phillipines
Dora
Onsite agent in Hong Kong
a little bit of the backstory ...
Problem Statement
OEC had already created an app that helps match workers with employers through a tinder like system. They now needed to switch from excel and create a platform that maintains a record of all employers and workers signing up on MaidMatch, create contracts for workers that have found a job, keep a track of the status of their contracts, help the workers with immigration, insurance, visa, deployment once they find a job.
General Process
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With the help of Mike, Belle and Dora I understood the current system and helped them design and test the Admin Panel. A rough sketch of the Admin Panel was already created, but was not of any value anymore cause a lot of the systems had changed since the time it was created.
but now they can skip the tedious steps and just download
What could take anywhere between weeks and months will not take more than 1 hour
As Jane, completes her onboarding by creating a Job Offer
Her job offer starts reflecting on the admin panel, for Miranda to verify.
And Angelissa creates a profile for herself, Joseph starts reviewing it on the admin panel
Optimizations
Miranda is coordinating with multiple employers, to make her life easy, and avoiding toggling through multiple tabs we created chat views
Chat Views
Customer service agents need to be in touch with multiple employers constantly to ensure their needs and requirements are fullfiled at all times. Chat views allows them to efficiently work by opening the employer/helper's account along with the message, suggest workers to them and edit their Job Offers in case required.
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In later stages, they are also required to fill multiple forms, chat views is an efficient way to ask the employer any doubts while editing the forms
Template Messages
Often an agent will have to send similar types of rejection messages or corrective messages to the worker, for this purpose we came up with template messages.Agents can save time and send the same template for similar scenarios
Part 1 : Profile verification and matching
Now that Jane and Angelissa have verified profiles
They can match with each other and schedule an interview
Optimizations
In the past, Miranda (CS) would often have to be a part of 3-4 meetings at the same time, as multiple employers would schedule interviews at the same time. To add order to the chaos we decided :
Meeting link will be assigned to any CS available at that time slot, prioritising Miranda. The CS would have to fill an interview report right after the interview, so that Miranda is aware of the status
Part 2 : Processing
Jane has decided to hire Angelissa.
Which is the green signal for Miranda to start processing Angelissa
Belle an onsite agent in Phillipines took me through the process to get a candidate from Phillipines to Hong Kong. While they had been using excel for this, there were several pain points that needed to be addressed. Here's some of them :
1. Delays caused as helper was not aware of the documents required
2. Coordination between team in Hong Kong and Philipines would be staggered due to language barriers
3. Filling repetitive information in multiple forms took a lot of time and often caused multiple errors
4. Duplication of tasks as teams in different countries were not aware of the steps completed by the other party
Optimizations
The processing panel shows all the steps that need to be completed. All stakeholders can view the status of each step and have access to change status for items that they are responsible for
Solves coordination between cross border teams and duplication of tasks
Here's a blueprint of how we put a bit of onus on workers to submit their documents in order to reduce delays
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Miranda creates a contract and changes the status to ready.
Miranda on Admin Panel
Automated Notification
Angelissa is sent an in-app message about next steps
Angelissa's Phone
Angelissa book's a medical appointment
Miranda can check at which stage the worker is, and accordingly take action in case there is a delay
Status reflects on Admin Panel
One day before scheduled check up, a reminder is sent to Angelissa
Automated Reminder Notification
After Visitation
Automated notification sent 2 days after visit
