The Brief

Helpster is a modern online staffing platform that gives access for workers to get better income and convenience in working. It allows staff/partners to create career opportunities with > 100 TOP companies in Warehouse and Logistics, Events and Promotions, F&B and Hospitality service, every month.

The Problem

At the moment I join Helpster, they still use a manual system and old design, resulted in several problems:

  • Staff find it hard to clock in due to the lack of visual cues
  • Staff get to see any unrelated job in their feed (a “cashier” will also see “barista” job offer in the app)
  • Clients get more unsuitable staff. Most staff just apply randomly to every job available.

The Goals

Clients and their PICs cannot only rely on their manual system. They need a system that will help them monitor and go through all the process from start to end. The system needs to be able to:

  • Let staff know that there are jobs available that match to their specialties.
  • Allow staff to check the job detail.
  • Allow them to apply to the jobs offered by the system.
  • Let staff check their timesheet every week.
  • Let clients know which staff available for the jobs, by calculating the requirements, availability, as well as the distance from staff locations to the working area.
  • Let clients check and also dispute the timesheet.
  • Let clients create their own staff request.

The Process

Helpster develop products with complex features that will offer its users various solution. Helpster have 3 different solutions for each user and their own requirements. Let me elaborate it to you.


Helpster Mobile App (iOS & Android)

The user of this platform is the staff. Helpster’s clients will request staff to hire with some other requirements. The mobile app is built for staff to receive job offers. Previously, they can hunt every job available in the marketplace. Later, Helpster decided to shut down the marketplace due to lots of reasons, including how the clients receive staff that mostly are not the best match due to their abilities of the staff applying in any job (say, if you’re an admin but applying for barista), or the staff apparently won’t be available at the date and time scheduled. At the moment, Helpster using matching layer strategy to be able to match the worker to the kind of job they’re experienced with, or if they’re a new worker, they can pick specializations and then the engine will run through any job available related to their choice and availability.

Method used:

  • User Research
  • Usability Testing


Helpster Client Portal

This platform is created for clients (companies looking for any outsourced staff). It’s a web-based application created to manage, create staff request, monitor, hire, and review timesheets for each staff in every staff request.

Method used:

  • Unstructured Interview
  • Communication Audit
  • Usability Testing


Helpster Admin Portal

This is a web-application for Helpster internal team to help and manage client need, as well as creating staff request and managing timesheet.

Method used:

  • Focus Group
  • Communication Audit
  • Usability Testing


Currently, this platform is still under development by Helpster’s Singapore team.


By the time I joined Helpster, they’re ready to redesign their old app. And just like any other redesign project, there is one major problem: legacy structure (code, database, etc). To keep thing smoothly, we’re going on 2 directions. One is that we maintain and fix bugs from the old app. Another direction is that we build a new, refreshed-look app, with a better experience for the staff. And since we decided to develop and deploy in small batches, here’s how the design looks on Zeplin:




Depends on the topic, we usually start with research or an audit. An audit will be used to see whether there are some ongoing problems affecting the current product. If there’s any probability that we could explore something we haven’t before, we’ll use research, basically in an unstructured interview. One type of method that we use frequently is usability testing.

We will start the usability testing once the design started to form a basic function. The planning starts way before we need to develop and launch it. We need to make sure that we make a usable product. For each topic, we need to validate it to our user, especially when the user categories are from type C SES and below. Their perspectives and ours (product & tech person) are way too different. The processes basically go like this:

  • Head of Product and PM create the story
  • Discuss with stakeholders, developers, and designer (basically all product team)
  • Designer create the design & prototype
  • Present and discuss the prototype with the whole product team
  • Iterate until it meets the requirements
  • Get approval for the prototype
  • Create a scenario for usability testing (consist of goals, tasks, and questions) that’ll match with how the prototype planned.
  • Contacting ops team to invite users (staff) and schedule for a usability testing
  • On the day, before the test started, I will prep the user by telling them about how things will be done.


Things will be slightly different when I test the client portal to clients (Helpster biggest clients is Ismaya), but the main picture is pretty much the same. Here’s the sample of the usability testing sheet used in the testing:


We will put a formula in each row in the yellow marked column, and we’ll give it a conditional formula to indicate which topic/aspect still has bad/unpleasant/unexpected/negatives experience/feedbacks, and from there we will iterate and test it until it gives us enough positive outcomes.

This test was not only done in Indonesia but in Thailand as well since there are some different behaviors between them. The language barrier is not necessarily a problem here, because there is some Thailand team member that can speak well in English. In Thailand, due to a limited time of visit, we only able to test it to JD Thailand staff, but the result is quite positive since we already test and iterate it in Indonesia before we decided to test it in another country.


If you’re interested, go give them a shout and try.