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Yelp Guaranteed
Role / Lead Product Designer
Deliverables / UX & UI Design, Product & Design Strategy
Year / 2023
❖ Full process breakdown available upon request.
Hiring a home service professional can be challenging due to uncertainties like work quality, unexpected costs, or potential property damage. To give users more confidence and peace of mind, Yelp introduced the Yelp Guaranteed program.
Yelp Guaranteed offers users up to $2,500 in coverage if something goes wrong with their project, essentially providing a money-back guarantee. This initiative aims to make the process of selecting home service professionals easier and more reliable for customers.
THE CHALLENGE
Given Yelp's presence across various platforms, locations, and demographics, the team faced the challenge of seamlessly integrating and launching Yelp Guaranteed in a way that was both impactful and meaningful.
The program was designed to benefit both users seeking trustworthy service providers and business owners looking to build credibility through Yelp's platform.
WHAT DOES SUCCESS LOOK LIKE?
The success of the project was evaluated based on several key metrics:
- Increased consumer mindshare: A measurable growth in consumer awareness and preference for Yelp services over time.
- Higher quality leads: Yelp Guaranteed would help generate more qualified leads and improve lead conversion rates for businesses.
- Boost in user confidence: The program aimed to enhance user trust, both in established markets and emerging ones.
HIGHLIGHTS
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The shield metaphor was chosen to highlight the program's focus on protection, reinforcing the sense of security and assurance that Yelp Guaranteed offers to users.
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The Yelp Guaranteed program is strategically displayed at key points in the hiring process, ensuring high visibility when users search for service professionals and reinforcing trust at crucial moments.
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A detailed view of key instances where Yelp Guaranteed is featured.
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With Yelp Guaranteed available across all platforms, the design was optimized for Web, iOS, and Android to ensure a seamless experience on each.
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Collaborating with the creative team, I helped guide the design of the Yelp Guaranteed program's information page.
OUTCOME
The Yelp Guaranteed program launched in April 2023, helping to ease the anxiety many users feel when hiring a service professional. Currently available in select major cities, the program offers coverage for 14 of the most popular service categories.
For more details on the program, explore the following links:
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