With - Host Profile
Project Overview
With is a marketplace where anyone can pay for face-to-face calls with celebrities, professionals, experts, and more.
The marketplace consists of two personas: hosts (the individuals hosting the calls) and members (the users paying for the calls).
The goal of this project was to design a profile page for hosts providing sessions on the site.
The Challenge
With’s new host profile page would need to allow users to book and pay for a session with hosts without negotiating back and forth to find the right time.
Research
The profile page on Rave, With’s predecessor, had extremely low conversion rates. After talking with both hosts and end-users, we learned why.
Many users were coming to profile pages intending to set up and pay for a call, but would never actually input their credit card and finish the purchase. The reason? Rave’s initial profile page allowed users to “request” a time from hosts. If the time and date didn’t work with the host’s schedule, the two parties were able to email each other and find a time that worked best.
This process would last days and rarely end in a sale.
If we were going to build a new host profile page, this would be one of the first problems we would need to solve.
The Strategy
The new host profile page would need to allow members to book calls with hosts based on their previously set availability — and do away with the negotiating bottleneck. This meant that hosts would need to set their availability up as part of creating their profile, a problem we solved later when we created a new host onboarding flow.
Ultimately, members would need to be able to do the following on the host profile page:
learn about hosts on the profile page,
choose a session type,
schedule a day and time with hosts using their pre-set availability,
pay for the session they were scheduling, and
get a confirmation that their session had been scheduled.
The Process
To begin the design process, a light wireframe was created in Google Docs where we could make edits and refine the profile page further. As the idea was refined, we moved into wireframes and eventually designed the final product.
The Solution
The final product is an attractive profile page that introduces hosts to the members and allows them to book a session in less than 30 seconds.
When users first land on the screen, they see a video about the host, an “About” section that provides more information about the host’s background, and a section where hosts can upload more pictures and video.
Next to this information section, a simple, three-step process walks members through scheduling a session, paying with a credit card, and receiving a confirmation.
By having hosts set availability when they create their profile, we could now allow members to book calls using the host’s pre-set schedule. This meant we could do away with any (fruitless) negotiating about time and date and take payment on the profile page itself for every call, increasing conversion rates and removing variables.
The host profile page, like the rest of the app, is easily accessible on mobile and desktop.
Results
With is about to launch as a closed beta. After the launch, we intend to measure conversion rates on the new profile page. Without the need to negotiate meeting times, conversion rates are expected to be considerably higher.
In initial testing, members are able to set up a session with hosts in an average time of 45 seconds. This process previously took 24 hours or more when using Rave’s back-and-forth scheduling system.
My Role
I played an integral role in persona design, product design, branding, information architecture, product terminology, flow charts, research, and UX writing.