Case studies / Indeed / Indeed Flex
Indeed / Indeed Flex
- Discipline
- Design leadership
- My role
- Director of UX · Head of Product Design
- Team
- Grew from 10 to 17 designers
- Timeframe
- 2022 to 2026
01 Summary
Cutting onboarding from 27 steps to 7.
As Director of User Experience, I led design for a two sided staffing marketplace serving 240,000+ workers and 2,000+ employers across the UK and US. I also grew design from 10 to 17 and brought AI workflows to designers and PMs.
27 steps
before a new worker could get to their first shift.
02 The problem
The biggest barrier to growth.
New workers faced 27 steps before they could get to their first shift. It was the biggest barrier to marketplace growth. Journeys were inconsistent, and design was brought in too late to fix it.
03 The process
From 27 steps to 7.
Four steps to cut onboarding down to what actually matters.
01
Find the blocker
Onboarding was where new workers stalled, and it was holding back the whole marketplace. I made it the team's main focus.
01 · Find the blocker · where workers dropped away 02
Map every step
We laid out all 27 steps with PMs, engineers and business leads. It was the first time everyone reviewed the journey together.
02 · Map every step · all 27 screens 03
Cut to 7
We removed and merged steps until only what a worker needs for a first shift was left. Every step had to earn its place.
03 · Cut to 7 · remove and merge 04
Rebuild on one system
The new flow was rebuilt on the new design system, so the worker and client apps finally matched. Progress was shared every week in a design show and tell.
04 · Rebuild · seven steps, under five minutes
04 The metrics
27 to 7
onboarding steps
80%
faster onboarding completion
Under 5 min
worker activation
23%
lift in client retention (contributed)
05 The solution
Seven steps, under five minutes.
A seven step onboarding that gets workers activated in under five minutes, built on one design system. Fewer surprises late on meant less rework, and design earned a seat in R&D leadership.
Shift booking was cut to two steps, on the same system.
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