Made Hiring Service Pros Faster
Made Hiring Service Pros Faster
2023 • THUMBTACK • 6 MONTHS
2023 • THUMBTACK • 6 MONTHS
Thumbtack connects homeowners to service pros and helps pros find customers in homeowners. In 2023, Thumbtack users were abandoning the hiring journey at key stages, from searching services they needed to hiring pros. I led the strategy to surface smart, personalized next steps directly on the homepage. I defined the opportunity, led cross-functional alignment, roadmapped 3 experiment milestones and delivered a modular, intent-aware design system. The impact included: +1.5% new project creation, +30% pro exploration, and +72% homepage engagement.
Thumbtack connects homeowners to service pros and helps pros find customers in homeowners. In 2023, Thumbtack users were abandoning the hiring journey at key stages, from searching services they needed to hiring pros. I led the strategy to surface smart, personalized next steps directly on the homepage. I defined the opportunity, led cross-functional alignment, roadmapped 3 experiment milestones and delivered a modular, intent-aware design system. The impact included: +1.5% new project creation, +30% pro exploration, and +72% homepage engagement.
Customers were not helped
Customers were not helped
The problem was that customers were abandoning the hiring journey at three key stages: searching services, selecting pros, and sending quote requests. Each time they returned to the platform, they had to start from scratch. Thumbtack's homepage lacked continuity and context.
Strategically, this friction blocked revenue growth. Insights showed balanced drop-off across all stages. Yet past solutions only tackled searching services. We needed a system that addressed the entire funnel holistically.
The problem was that customers were abandoning the hiring journey at three key stages: searching services, selecting pros, and sending quote requests. Each time they returned to the platform, they had to start from scratch. Thumbtack's homepage lacked continuity and context.
Strategically, this friction blocked revenue growth. Insights showed balanced drop-off across all stages. Yet past solutions only tackled searching services. We needed a system that addressed the entire funnel holistically.
The baseline UX homeowners see when searching for service pros on the app.
The baseline UX homeowners see when searching for service pros on the app.
We aimed for a holistic solution
We aimed for a holistic solution
To break out of previous solution loops, I proposed and conducted concept research exploring all 3 stages. We learned:
Users needed clear, contextual next steps to resume
Pro evaluation relied on trust signals (ratings, reviews, hires)
Some users needed one service, while others needed many, for use cases such as home renovations.
These insights became our blueprint. I aligned product, engineering, content, and data science around a modular framework that would feature a continuation module for all hiring stages. For this, we split the effort into 3 experiments within a shared component while balancing impact with scope.
To break out of previous solution loops, I proposed and conducted concept research exploring all 3 stages. We learned:
Users needed clear, contextual next steps to resume
Pro evaluation relied on trust signals (ratings, reviews, hires)
Some users needed one service, while others needed many, for use cases such as home renovations.
These insights became our blueprint. I aligned product, engineering, content, and data science around a modular framework that would feature a continuation module for all hiring stages. For this, we split the effort into 3 experiments within a shared component while balancing impact with scope.
Documentation for concept testing and results I prepared and conducted.
Documentation for concept testing and results I prepared and conducted.
The concepts used for user interviews and concept testing.
The concepts used for user interviews and concept testing.
The hiring experience from Yelp and Angi.
The hiring experience from Yelp and Angi.
We provided dynamic support
We provided dynamic support
The continuation module was scoped as a system. It prioritized clarity, contextual signals, and direct action, anchored by a strong search bar for flexibility. It was dynamic and adapted to user intent for their hiring stage if they dropped from:
Searching services: show recently searched services
Assessing pros: show viewed or suggested pros
Requesting quotes: show show incomplete requests
The impact included +1.5% new projects created, +30% increase in pro exploration, and +72% homepage engagement.
The continuation module was scoped as a system. It prioritized clarity, contextual signals, and direct action, anchored by a strong search bar for flexibility. It was dynamic and adapted to user intent for their hiring stage if they dropped from:
Searching services: show recently searched services
Assessing pros: show viewed or suggested pros
Requesting quotes: show show incomplete requests
The impact included +1.5% new projects created, +30% increase in pro exploration, and +72% homepage engagement.
Explorations for the continuation cards.
Explorations for the continuation cards.
The initial concept featured requests, pros, and services all in the same module.
The initial concept featured requests, pros, and services all in the same module.
Experiment 1 encouraged continuing to pick up their service search.
Experiment 1 encouraged continuing to pick up their service search.
Experiment 2 encouraged further assessment of pros and ability to see more pros.
Experiment 2 encouraged further assessment of pros and ability to see more pros.
We learned to unlock lifecycle UX
We learned to unlock lifecycle UX
This project reshaped how we designed for intent. Instead of optimizing isolated stages, we learned to architect journeys more holistically. The work unlocked follow-up efforts like "Book Again," post-service check-ins, and smart lifecycle nudges.
If I could rewind, I would have framed the strategic opportunity earlier for stakeholders outside the core team because it was about rethinking a core use case of our entire hiring experience. That framing could have accelerated buy-in and unlocked even broader alignment across teams.
This project reshaped how we designed for intent. Instead of optimizing isolated stages, we learned to architect journeys more holistically. The work unlocked follow-up efforts like "Book Again," post-service check-ins, and smart lifecycle nudges.
If I could rewind, I would have framed the strategic opportunity earlier for stakeholders outside the core team because it was about rethinking a core use case of our entire hiring experience. That framing could have accelerated buy-in and unlocked even broader alignment across teams.
Experiment 3 encouraged finishing their quote request, highlighting their progress, and ability to see more pros.
Experiment 3 encouraged finishing their quote request, highlighting their progress, and ability to see more pros.
You made it. What's next?
You made it. What's next?
© 2025 LUIS YUJA
© 2025 LUIS YUJA
© 2025 LUIS YUJA