Improving Worker Reliability in an On-Demand Staffing Marketplace
The Challenge
Anthor provides on-demand staffing solutions for grocery and CPG retailers, but the marketplace was experiencing significant operational disruptions. Frequent job cancellations, missed deadlines, and unreliable performance from workers were harming client relationships and the platform’s reputation.
Upon analyzing performance data, we discovered that approximately 80% of these issues were consistently caused by a small group of workers. Problems like last-minute cancellations and no-shows were damaging trust and reliability.
Our Solution
To improve accountability, we introduced a performance-based penalty system. This system restricted gig access for repeat offenders, promoting professionalism and reliable service. The solution involved:
Developing a penalty algorithm to fairly manage repeated unsatisfactory behavior.
Integrating penalties into the existing technical infrastructure smoothly.
Providing clear communication and training to prepare users and internal teams for the changes.
Example of penalty algorithm.
My Role
I led the initial analysis by collaborating with operations, engineering, and customer success teams. Using user data, performance metrics, and stakeholder feedback, I identified the key causes of operational issues and outlined a targeted solution.
Next, I defined a five-week implementation roadmap, coordinated closely with the engineering team for seamless integration, and defined measurable objectives to track improvements. Post-launch, I continuously monitored and refined the system based on real-time data and user feedback.
Results
Gig completion rate increased from 75% to 85%, significantly boosting platform reliability.
Worker reliability improved from 40% to 60%, directly addressing accountability issues.
Daily cancelations reduced from 400 to an average of 130, achieving a healthier completion-to-cancelation ratio (3:1).
The graph below shows the clear reduction in cancelations following our solution launch in early August, alongside a steady increase in successfully completed gigs.
