Fidelity Crewcrew Cafe

Introduction

Working in the gig economy is a decision made in the effort to have more freedom, yet it is often met with many complex and time-consuming tasks. We designed CrewCrew cafe for as hub for indy workers to get support.

Team

Kyungtae Kim - User Researcher
Yuanyuan Hu - UX/UI Designer
Subin Kim - UX/UI Designer

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Schedule a visit
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Expert recommendation
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Skill Trade

Research

Focused on the Steady Indies and Passion Sprout.

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An indy (or indie) worker is an independent worker. Compared with other employees, they usually handle many things on their own. Among these 5 types we are focusing on steady indies, who chose to work independently and wanted a balanced life.

Opportunity

Fidelity wants to help forming a community for gig workers to build trust among this emerging groups.

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Ideation & Test & Iterating

How might we help indy workers with jobs of their job and and career developments and introduce them to the service that Fidelity can provide.

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We started from defining What “is” the current problem by conducting user tests and secondary researches, then distilled the findings into the model of what “is” by making a journey map, then we suggested the model of what “could be” from the insights by making user flows and use cases, then we ran usability test, manifested our use cases by as What “could be” the potential solution for the future.

Our solution

Fidelity CRCR cafe provides a community to the indy workers. It brings the sense of belonging, career support and lot others.

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As an indy worker, they go through so many difficulties in their journey being alone and making decisions all on their own everytime. The key challenges we identified was 1.Lack of community space, they need a way to connect with others. 2.Lack of accessibility, they need better access to pool of skills, experts and tools. 3.Lack of reference point, they need a way to compare themselves with the others to feel safe, understanding that they are on the right track.

So, we made three design principles, First, let’s provide 1.physical touchpoints, where they can hang out and have coffee with the others, a place full of conversation and valuable information. 2.we want to provide accessible resources and tools in a package. Quick and easy access to the experts, workshops and skill pools. 3.Provide opportunity to network and access data of others. Understand where others are at and find out their future path.



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Use case 1

Reserving for a visit

The reservation system provides gig workers a sense of belonging. Gig worker’s one of the biggest issue is that they are normally working alone and it’s hard to get feedbacks. CRCR cafe will act as sort of a one-day company for them.

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Asking “How are you feeling today”

Before Reservation: App checks gig workers’ mental health for every visit in order to provide expert consulting inside the cafe

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Knowing who will be there, before visit

Reservation: The user opens the app to register for a visit. He can see the overall layout of the place to understand what he wants to do. Then, they can fill out the schedule, personal information and check out the estimated members for that day.




Use case 2

Entering the cafe, and talk to other indies

Bob decides to have a chat with other indy workers that are in a similar situation. He steps into the cafe and jumps on the kiosk. He orders coffee and then chooses the plan. The kiosk remembers the plan he chose at the registration phase. He then takes the ice breaker that could initiate a conversation.

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Talking to whoever that interests you

Choosing seat with mobile: Bob checks out the availability of the tables to locate which table he wants to join. After deciding where to sit, the colored light pops up on the table he registered.




Use case 3

Getting professional help for Job of Jobs

Fidelity Care is another key function on the mobile, it is where users can get Fidelity’s help with finance, career and mental health all in one place. User can monitor the overall status, and directly schedule an appointment with Fidelity specialist for help.

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Getting reference point and one-on-one help

Finding an expert: The user can view the holistic scores of his overall management. If he wants to better manage some graphs, he can choose to talk with recommended experts or even the other gig workers inside the cafe.

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Check your box to refuel energy

After expert consulting: After the expert consulting, specific plan tab gets created based on the consulting results. If the user follows the checklists, his cup gets refilled by the barista.

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Use case 4

More to explore: Skill trade

The user can also select the skill trade tab to find a freelance work opportunities, trade skills with the other indies and ask questions with each other.

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Reflections

During this project, we were able to approach the problem with the perspective of the industry, connected with actual researchers and designers in the field, while we also tried to propose an outside view that challenges industry orthodoxies. We started from crazy ideas and validated them by many rounds of testing and iterations. There is no end of design, but I am proud of what we achieved here. Here are the three main lessons I learned from this project:

  • There are a lot of traps in the UI design, and no design can survive from the very beginning to the end. We can only make better designs by learning from our users.
  • A delightful, surprising, beautiful, and thoughtful moment in the experience, so-called sizzles can differentiate your product and service from others and makes it even meaningful.
  • There are different ways to do the design -someone prefers to start from a small point and then expands the success, some tend to start from a big vision. A good designer should be able to switch from these two mindsets.