— OVERVIEW
Neo AI: Revolutionizing
Freelancer Matchmaking
Neo is a revolutionary AI-driven chat experience aimed at transforming the way
customers find and connect with freelancers on the Fiverr platform.
In response to users' challenges in sending briefs and waiting for matches,
Neo was conceived to streamline and enhance the matchmaking process,
offering a more intuitive and efficient solution.
The mission of the Neo project was clear: By eliminating the traditional approach
of sending briefs and waiting for matches, Neo aimed to revolutionize the user
experience, providing instant and personalized recommendations tailored to each
customer’s requirements. Through intuitive AI-driven conversations,
Neo sought to optimize the freelancer-client matchmaking process,
facilitating seamless connections and enhancing overall satisfaction for users
on the Fiverr platform.
Company
Fiverr
Role
Product design lead
Credits
Product design team
Year
2023
— THE DESIGN PROCESS
Main challenges and opportunities
In our design process, we reviewed past projects to learn from successes
and failures. We then meticulously defined our users and goals while understanding
any limitations and uncovering potential problems and opportunities.
Conducting quick research on main competitors helped us gauge industry standards.
We simultaneously delved into UI research across various realms, such as chat,
message boxes, email, and customer support to gather insights.
Ideation followed, where we brainstormed solutions and translated them into
wireframes and prototypes. Regular meetings ensured alignment among team members,
while short user testing sessions were conducted swiftly to gather feedback and iterate
on designs promptly.
Design sprint with Sagi Shrieber
Some of the challenges
Quality control
New service offerings
Commoditization of skills
Increased efficiency
Legal issues
Improved quality
How can AI-generated content
be guaranteed to be high quality?
AI on Fiverr: Will it lower prices and challenge freelancers?
AI-generated content: Copyright ownership and liability?
Some of the opportunities
Fiverr could offer new AI services like AI-generated content and customer service using AI technology.
AI automates tasks like connecting buyers & sellers and managing admin efficiently.
AI could enhance Fiverr by offering freelancer feedback and automating quality control.
Design areas
Flowchart
Flowchart
Wireframes
— THE DESIGN PROCESS
Our work flow
Once the project kicked off, our first step was to gather all the necessary materials
to ensure a cohesive system-wide experience and utilize assets that could streamline
our workflow. We had already put significant effort into developing flowcharts,
documents, wireframes, and concepts like the Fiverr Pro LIHP. These resources greatly
simplified our process, making it easier to tackle the challenges ahead.
“We adopted a prioritized and clean-the-desk approach to address our tight schedule, focusing on the most critical tasks first.”
With plenty of stakeholders involved, we held regular meetings and synced up on a dedicated
Slack channel to ensure everyone was on the same page. Knowing that our solution would live
in email inboxes, we created a closed brief, simplifying the user journey.
Given development limitations, we could have done better requesting estimations
to ensure realistic timelines. Embracing the challenge of integrating a new technology,
we saw it as an opportunity to reinvent the wheel and push boundaries.
Since our project was a hybrid of various elements like chat, wizard, dynamic text fields,
message boxes, customer support, and education, we embraced the freedom of having
no strict rules, fostering creativity and innovation.
By integrating machine learning, we tailored the platform to understand and predict user needs, enhancing the overall matchmaking process.
— FINAL DESIGN
Fiverr Neo
The redesign of Fiverr's vertical pages aims to revolutionize user engagement
and navigation efficiency. By implementing intuitive layouts and enhancing visual
representation, we seek to provide users with a seamless browsing experience
that promotes exploring and discovering our diverse range of services.
— READOUT
Impact and results
The summary of the readout is as follows:
• Global ASP increases by 2%, yielding GOA a yearly gain of $11.5 million.
• Better expectation setting, notably in ASP and cancellations.
• Local improvements across business metrics.
• In PG segment, new cards get fewer clicks, but ROAS rises, especially with videos.
• Fiverr perception improves overall.
