Project Details

Client Riva
Role Lead UX/UI Designer with a team of 3 engineers
Duration 1 month (June - July 2019)
Tools pen and paper, Figma

Background

Riva is a company that empowers everyone to get the salary and benefits they deserve. By aiming to level the playing field, Riva helps people negotiate their job offers and raises with expert knowledge and 1M+ data points. Riva currently already has customers, but the process is manual and customers come from word of mouth or learning about Riva from speaking events.

Goals

• Bring Riva online

• Streamline the negotiation process

• Increase the number of signups

My Process

Research

I first started with some primary research.

I spoke with one of the negotiation advisors and wanted to learn about the negotiation process, her experience with negotiations, and problems that her customers face.

I also interviewed a few of my acquaintances who were job searching or recently got a job and asked about their interview experience, especially about the benefit negotiations step.

I concluded that there were two types of users for this product as there were two sides to the negotiation process. I created personas for the customer (primary) and negotiations advisor (secondary) who reflected the goals, needs, and frustrations uncovered from research. My design decisions moving forward were influenced by Christine and Madeline who represented the target users.

Problem Definition & Ideation

Now that I figured out the users and their needs, I defined the problems I will be solving.

Christine, a customer, needs help with negotiating her salary and benefits and responding to her offer as soon as possible in order to land the job opportunity and feel confident about starting her new job.

Madeline, a negotiation advisor, needs a way of organizing her customers’ progress and communication with her customers in order to help them get the salary and benefits they deserve.

In addition to the users’ problems, it was also important to remember that Riva is a business and we did have business goals to reach. Here were some business goals I kept in mind:

• More successful negotiations

• More sign ups

• Keep customer information safe

These were some ideas the team and I came up with for the problems:

Moving forward, I decided to focus on Christine’s experience first as she was the primary target user.

Information Architecture

Now I had the ideas, I needed to structure those ideas into a cohesive workflow. Creating a site map and task flow diagram helped me lay out what screens needed to be designed and see how the screens were related.

I had 3 onboarding flows that I wanted to test with users before moving forward. I wanted to figure out where the offer check felt most natural to users. I also had the assumption that agreement and payment completion upon sign up would increase the barrier to entry.

I conducted usability testing with some mid-fidelity prototypes with 5 users who matched Christine’s persona. Here were some findings:

• Flow 1: Users found the offer check interesting and wanted to use the tool even without sign up.

• Flow 2: Users did hesitate to enter payment information because they felt like they were paying for something they have not seen yet.

• Flow 3: Users liked that their offer check information was saved within their account.

I decided to allow users to check offers as a free tool and if users signed up, they would have the benefit of saving their offer check information. Also, I kept sign up for account creation only to keep it simple. These were the finalized flows:

Interaction Design

I first assessed the current homepage and made notes on things I thought was done well, opportunities for improvement, and questions. I also took a look at other financial technology websites to observe the trends, the good, and the bad, since Riva falls within that service industry.

For the rest of the pages, I started with sketches using pen and paper then digitized them using Figma. I created a Design Library  to speed up my prototyping process.

High Fidelity Prototype

Lastly, I put together:

• high fidelity screens for the desktop customer experience

• interactive prototype for the desktop customer experience

• interactive mobile prototype for the mobile homepage

Next Steps

Test and Iterate

I would definitely conduct usability testing with my prototype since I have only done some early testing to sort out the information architecture. It would be interesting to test with current customers and potential customers that match the primary persona to get their first impressions on the homepage and see if the rest of the user flows make sense to them so far.

Accessibility

I want to check the different color combinations in my design library to make sure it complies with accessibility guidelines.

Advisor Dashboard

I would start on the advisor’s experience by creating user flows and then sketching a low fidelity prototype to test with advisors.

Success Metrics

If the homepage and app launched, this is how I would measure success:

• Number of sign ups

• Number of negotiations

• Number of completed and successful negotiations

• User feedback to see how users perceive Riva, the product, and their satisfaction

Other Work

AD+ Dub 🔒

Quality audits 🔒

Reddit Data Requests 🔒

Daily UI