Fiverr

Fiverr is an online marketplace for freelance services that aims to change how the world works together.

UX writing

Issues

• 75% of the app’s visits are made by repeat buyers who had a past experience with the marketplace

• The conversion rate from browsing to making a purchase with the app is about 13%, lower than on the desktop version

To do

• Give recommendations on improving the UX & copy

• Improve the user experience for first time buyers to encourage engagement

• Make the user experience consistent. Some of the copy is not aligned with Fiverr’s guidelines, or it’s simply not clear

• Make the user experience happier. Add copy that guides buyers through, empowers, and celebrates their achievements

Timeline

Copy and Design

For this project, I worked on a team of three. I focussed on the first time buyer experience from browsing services through to making a purchase.

I mapped the user journey and for each stage made recommendations for where the copy and design could be improved in order to achieve the project’s goals. I sometimes brought in outside examples from other companies that offered a similar service.

Further recommendations

Adding interests: I recommended conducting user testing to see which of the three options encourage engagement best

Browsing categories: I recommended implementing a uniform drop-down menu style across the board

Browsing Gigs: I recommended exploring different ways of showing prices. Buyers are initially shown the lowest price, then are shown the medium package’s price. We’d be curious to see whether buyers are put-off and ending up moving back and forth