UX Design Lead
Design System
Usability Tasting
Puls
Rebuilding the technician recruitment funnel for a home services platform, turning a confusing process that lost candidates into a guided five-step journey.
Role
Solo UX Designer
Duration
Sep 2021 – Feb 2025
Product
AI Analytics Platform
#01
A funnel that leaked candidates
Too many steps, no status visibility, and slow background checks pushed good candidates toward other opportunities before they ever finished applying.
#02
Trust and accessibility gaps
Every candidate must be verified before entering a customer's home. At the same time, an English-only and confusing experience shut out strong technicians who needed guidance.
I interviewed 20+ technicians across the U.S. and audited how Uber and Wolt onboard their workforce. Among users who reached advanced stages: uncertainty whether the process was even complete, confusion about next steps, and a strong preference for finishing over the phone. A clear signal the product wasn't carrying them through.
A guided five-step funnel: About you → Skill assessment → Background check → Documents → Download app. It's built on three principles: a clear step-by-step flow, honest expectations at every stage, and the right tip at the right moment.
Users can save and exit anywhere, switch language at any stage, get instant help, and always see their progress.
The new funnel converted from day one, and its accessibility opened entirely new recruitment markets.
