DELIVERABLES

Continuous Feedback Repository: A centralized database of categorized insights.
CSAT Satisfaction Trends: Monthly tracking and qualitative analysis of core platform flows.
Contractor Feedback Report: Deep dive into onboarding friction and contract management.
Reporting Logic Audit: Collaboration on defining "Active" vs. "Paid" metrics.

METHODS

Unmoderated usability testing, Semi-structured customer interviews as part of Continuous Discovery, Internal feedback loops (Slack/Gong), Theme analysis.

ROLE

Senior UX Researcher and Ops for the Contractor team

Objective

The primary goal was to identify and bridge gaps in the contractor lifecycle—from discovery and onboarding to global payments—to reach a target of 3,000 active contractors by EOY 2025. Research focused on reducing the 36% Contractor Not Active (CNA) rate, improving enterprise readiness, and addressing a significant revenue leakage gap between "Paid" and "Active" contractors.

Execution

I maintained an ops continuous research engine to capture multi-dimensional data:

Friction Analysis: Identified that onboarding paperwork and regulatory compliance are the top hurdles for customers, described by users as a "headache" and "tedious".

Competitive Intelligence: Captured critical feedback showing prospects choosing competitors like Deel due to lack of direct integrations (ADP Run, QuickBooks) and built-in time tracking.

Payment Reliability: Investigated high-impact failures, such as a case where contractors were $16,000 behind in payments, nearly resulting in the loss of a key client relationship.

Collaboration

Data Engineering & BI: Partnered to resolve inconsistent reporting logic in Databricks/Tableau, moving from conflicting cash-based vs. accrual-based counts toward a "single source of truth".

Sales & CS: Established a consistent feedback loop and centralized repository to streamline insights. Analyzed and mapped BDR and CSM workflows to identify pain points, driving iterative improvements for both customers and contractors.

Product Triad: Established a high-velocity research loop with Product, Design, and Support to synthesize multi-modal data using NotebookLM; provided the qualitative and quantitative evidence needed to drive product decisions and ultimately the roadmap.

Impact

Metric Improvement: Contributed to increasing Contractor Onboarding CSAT to 4.5/5 by December 2025.

Roadmap Influence: Advocated for prioritizing integrated time tracking and automated payment approvals, which were identified as "make-or-break" factors for prospects with 50+ contractors.

Reflection

While we made significant gains in Contractor Onboarding satisfaction, the decrease in Contractor Add Bank Account CSAT (down to 3.9/5 in Dec) and ongoing frustration with payments remain areas for growth.

In the future, I will be focused on two initiatives:

• Executing targeted usability audits and longitudinal studies on the Contractor Add Bank Account and Contractor Payment Method flows to address the recent satisfaction decline (dropping to 3.9 and 3.6/5 respectively)

• Identifying and removing adoption barriers to our new payment provider