Handshake App
This was a part of my final project at UX Content Collective. Handshake is a fictional app that connects contractors with business owners.
The all-in-one project management tool allows contractors to track their hours, send invoices, and and provide updates. Business owners can track progress and pay teams directly through the app.
For my final project with UX Writers Collective, I was asked to revise the in-app text for 2 user groups—business owners and contractors.
I also made a few design edits to help visualize how the updated UI + text work together.
PROJECT GOALS
My goal was to create a guide for the voice and tone, edit all the microcopy for the app, and create a plan for user testing. I also identified questions for other departments involved that would be able to improve the overall user experience.
Personas
Handshake has 2 user groups—Contractors and Business Owners
Business Owners
Goals for Business Owners:
Submit projects to contractors
Track progress of projects
Make payments directly in the app
Contractors
Goals for Contractors:
Create and send invoices to clients
Receive payment directly in the app
Track hours
Research
I researched specific word choices in relation to how users identify themselves and for billing/payment. I used google trends to compare the following:
contractor vs. freelancer
quote vs. estimate
client vs. employer
OBSERVATIONS
Handshake has 2 user groups and therefore should differentiate tone to accommodate each type of user.
I wanted to eliminate jargon and keep all text in plain English so both beginners and power users can navigate the app easily.
I recommended the use of some of the following terms:
Business Owner (not employer - contractors are not full time employees and this term would be both confusing and incorrect)
Pay. Send. Track. (Simple, one-word CTAs that are clear to eliminate potential friction)
Simple. Easy. (Reiterate the importance of making tasks effortless)
VOICE + TONE
PROFESSIONAL + FAMILIAR
We want to be approachable but not overly friendly. This app helps run businesses, we should be seen as a trusted partner.
CELEBRATORY + OPTIMISTIC
Handshake cares! We celebrate the success of users and show this through intentional and well thought out exclamations.
ENCOURAGING + REASSURING
We want to make both user types feel empowered. Handshake is there every step of the way to motivate users reach their goals.
USER INTERFACE EDITS
Below are the original screens (blue) and also the high-fi mockups I created updating the user interface (red).
SIGNUP
Before
After
Rationale
To remain in-line with existing branding guidelines
Eliminate friction with passive voice
Reduce cognitive load and friction
Change
Added a tagline signaling what Handshake offers
Made the CTA clear and made sure it matches the tone (“Get Started!”)
Simplified criteria for passwords
contractor onboarding
Before
After
Business Owner ONBOARDING
Before
After
Rationale
Uniform format helps users know what to expect
Infuse personality and motivate users during onboarding
Easier visual identification—reduces cognitive load
Reassure user the payment process is secure and safe
Guide the user to input correct information on first attempt
Celebrate user completing a task
Change
Made all headings parallel (all start with a verb/CTA)
Added visual icons to match tone
Payment options include logos
Tooltip added next to “Set up your payment method”
Instruction text included in the form
Reward/Encouragement interstitial when setup is complete
BUSINESS OWNER PROJECT FLOW
Before
After
Contractor Project Flow
Before
After
Rationale
User can easily find and access all ongoing projects
Provide both contractors and business owners an opportunity to negotiate (messaging is not official and requires additional work on the user’s end)
Help both contractors and users stay within budget constraints
Reduce cognitive load and cut extra work on the contractor’s end
Both user groups should track progress and keep track of time & budget
Change
Created dedicated “Projects” screen
Added “Edit Quote” option
Added “Hours Tracked” and “Total Hours Remaining”
Auto-populate invoice templates for contractors
Allow business owners to track contractor’s hours
MESSAGING
Before
After
Rationale
Messaging needed to be more prominent—not embedded in individual projects
Ability to access full chat history with business owner/contractor in one flow
simplify to one priority action
Consistency —no need to create different interfaces for each user group
Change
Created a menu bar accessible under the project dashboard - messages can be found here
Messaging feature is a chat scroll with full message history from each contractor/client
Reduce button text to one CTA (“send”)
Same interface for both user groups
USER TESTING & NOTES FOR TEAMS
USER TESTING
Highlighter Testing to test strength in word choices - can users understand how to complete a task and does the language instill trust
A/B testing to compare feedback based on the original and revised designs. Also great for comparative language testing.
Error Testing to see if the user makes any mistakes or runs into friction before successfully completing a task. Tracking the errors will later help improve overall flow.
Rapid, Speed-Dating Style Testing to get iterative feedback. Allows for testing from early stages and can test sketches, mock-ups, and fully built experiments (modeled after Dropbox’s Real World Wednesdays User Testing Framework).
QUESTIONS FOR THE TEAM
Legal - Are the project descriptions and quotes essentially a legal contract? Are they legally binding?
Marketing - Can you review the voice and tone here? How is the consistency in relation to existing branded content?
Customer Support - Where are our users having the most trouble? Top complaints about usability?
Product Manager - What percentage of users complete the flow? Do you have any data at which point people drop off the most? It would help to know biggest points of friction that way we can re-work language to help resolve the issue.
All designs were created using Figma and resources from Flaticon.