Rating system is a way to provide meaningful, valuable and efficient feedback to freelancers and clients.
Role (Group Project)
Primary and secondary research
Ideation and affinity diagramming
Sketches, design and video demo
Problem Statement
The current rating system is vague and it’s hard to interpret what it means, not allowing the user to express particular problems and expects them to make a decision without information about different factors important to them.
Final Solution
Our solution was to create a 3-point rating system, minimizing the scope for misinterpretation. The clients will provide rating for freelancers based on three criteria which will calculate an overall rating depending on that. They can further mention the good and bad aspects of working with the freelancer.
Search Profiles and View Work History
Clients can search for freelancers based on the categorized ratings (communication, skills and time management)
These categorized ratings are also displayed next to overall rating on the freelancers’ profile
Clients can view freelancer’s categorized ratings received for individual jobs along with reviews
Feedback Form
Clients can rate freelancers on a 3 point scale based on communication, skill and time management. Based on the values selected, an overall score is formulated
Progressive Disclosure
The new system discloses questions one by one to avoid bombarding the user with information.
Clients can discuss what went wrong during the course of the project by selecting one of the suggestions or by writing up their own response. The clients can perform a similar action to tell freelancers what they loved
Clients can also write any additional comments that they would like to give the freelancer
Interview Insights
01/ It takes a lot of time to rate and since it is not distributed through checkpoints, it is hard to keep track of the progress.
02/ The rating system is meaningless since everyone has different opinions about a five stars worth project.
03/ The rating is a very vague process with no actual parameters to judge on.
Meet Our Users :)
Watch Our Pitch Video :)
Usability Testing
“The three point scale is a good idea! Users can either say it is good, bad or average and that removes scope for any in-between feelings which may be different for other users.”
“The categories give the rating some meaning which is nice”
“Giving an overall rating is generally confusing as you do not want to give someone a bad rating due to one small bad element so this is really helpful”
Future Steps
01/ Weighted Ratings: This solves the problem of freelancer who are afraid of bad ratings from terrible clients and avoid working with them. Also, if no rating was provided, it would mean that the work was mediocre which will also be reflected in your overall ratings.
The old ratings would have less weightage in the overall rating
The ratings from clients with bad ratings, will have less effect on your overall ratings
Positive, Negative and no rating at all, all of these would be taken into consideration for the ratings
02/ Checkpoints: This solves the problem of ratings not capturing the entire journey with the freelancer. This would also help a new client determine if the freelancer is consistent with his work.
Quick rating at the checkpoints at regular intervals between the project
The ratings at the checkpoints would have some amount of weightage in the overall rating
These checkpoint ratings would be displayed in the form of a graph to client and freelancer
Based on all the information, a concise feedback card will be sent to the freelancer by the platform.
Learning Outcomes
Problem Scoping
UI Design
Video Creation