BUILDING
MASTER ROUTES

Visibility & Planning - Pilot Program

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Duration

Multi-phase project

Role

Drove user-focused design

Team

UX, Eng, PM, and CTO collaborated on this project.

Tools

Figma, Jira, Slack

<h1>{Payments}</h1> <p>A redesigned Transaction History experience, bringing effortless invoices and faster payments to Upwork. Stay tuned for updates!;/p> Button Coming Soon {{t_days}} DAYS {{t_hours}} HOURS {{t_minutes}} MINUTES {{t_seconds}} SECONDS Case Study

Upwork’s Transaction History provides a detailed record of financial interactions for clients and freelancers globally, ensuring transparency and accountability for all transactions within the Upwork marketplace.

icon note Due to a Non-Disclosure Agreements, the information on this project is limited.

Simplified records for seamless payments

CROSS-FUNCTIONAL COLLABORATION

95%%

DATA-DRIVEN DECISION-MAKING

90%%

ITERATIVE DESIGN & TESTING

92%%

STRATEGIC PROBLEM-SOLVING

88%%

Introduction

To improve user satisfaction and reduce customer support inquiries, Upwork initiated a project to transform its Transaction History system. Our strategic goals centered on providing comprehensive transaction data in a more accessible and streamlined format.

Addressing key challenges & solutions

The existing Transaction History posed several challenges, making it difficult for users to effectively manage and reconcile their financial activity. In response, we focused on fundamentally improving the user experience by addressing these key areas:

 

Streamlined transaction display

  • Simplified UI with AI prompts at decision points to reduce confusion and negotiation friction.
  • Increased offer acceptance; contract start time reduced 24 → 14 days (42% faster).
Consolidated invoice summary

  • Single-view invoice for faster, more accurate reconciliation and automated contract handling.
  • A $7.8M annual impact from optimized workflows + $1.9M in bonuses.
Real-time dispute & payment guidance

  • Contextual AI prompts to resolve disputes, clarify payment questions, and guide next steps.
  • Higher workflow accuracy and increased user confidence; NPS improved 65% → 82%.
Enhanced filtering & search

  • Advanced filters and AI-driven suggestions to surface relevant transactions and offers quickly.
  • Reduced time-to-action and fewer support inquiries via faster self-service.
Mobile-first adaptive redesign

  • An adaptive approach to the requested-offer changes drawer and offer fly platform for improved usability across devices and regions.
  • Better mobile engagement and navigation; faster negotiations supported by inline notifications and automated alerts.

By implementing a streamlined UI, AI-driven contextual guidance, a consolidated invoice view, enhanced search/filtering, and an adaptive mobile redesign, we expected—and later observed—significant increases in user satisfaction (NPS rose 65 → 82), faster contract starts (24 → 14 days, +42%), measurable financial gains (~$7.8M annual + $1.9M bonuses), and a reduction in support inquiries and time-to-action for transaction-history issues.