TaskRabbit is an online marketplace to get things done by connecting you with others in your neighborhood.

01 Project

After their initial success with setting up one-time one-on-one connections, between a person completing a single task (tasker) with a person needing the task completed (customer), TaskRabbit wanted to explore opportunities in scaling the number of connections,  tasks, and occurrences.

01 My Role

User Research, Research Technique Training

01 Process

I worked closely with their Marketing team to develop a design research study to understand the current dynamics of the customer-tasker interactions and long term customer needs.  Existing customers were selected for in-depth interviews and the insights gained were applied in developing/testing prototypes for Group Buying, Subscriptions, and Recurring Services.

01 Outcome

To facilitate increased connections between one tasker and multiple customers, we developed novel methods that would integrate naturally and consistently into existing users’ daily experiences and a tasker’s current working situation. Detailed recommendations of the user experience design, customer engagement plans, webpage mockups, and logistical and temporal layout of product/service ideas were delivered.

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02 Project

TaskRabbit wanted to understand who their superusers were and how to reach out to them.

02 My Role

Market Research

02 Process / Outcome

I selected and interviewed 10+ power users and mapped out user characteristics and their use scenarios. The results were analyzed and organized into user personas that informed the marketing team of the motivations and needs of their core superuser groups. Recommendations were used to craft internal and external marketing messages.