Snag Work Personas

Worker Persona - Marissa (Light user) Part-time job + Snag Work, on a break from school Goals

Key Behaviors

Income ● Saving up for school (on a break from VCU) ● Targeted income from Snag Work is flexible. ● No “set” amount or # of hours each week.

Ballpark aiming for 2-5 shifts per week. ● Wants to fill in “gaps” around her part-time job (Amazon fulfillment center). ● Not worried about “stability” of hours from Snag due to other income sources.

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Career ● Has a lot of experience in Food Service / Restaurant, but wants to gain a variety of different kinds of experience. ● My long-term career goal, after I finish school, is in international relations.

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Time Management: Uses Google calendar: would like a “visual” sense of shifts and her schedule Transportation: Shares a car, concerned with parking situations.

Otherwise, bikes to shifts.

Familiarity: More likely to pick up shifts at mom & pop businesses that she’s been to or heard of before. Feels part of a community with them.

Can be picky about the positions she picks up.

Feedback: Leaves feedback on all shifts -even if its short.

Snag Work Thoughts Frustrations ● The shifts I want are picked up by someone else. ● Too many shifts are far away from me. ● I want more non-dish shifts.

Opportunities ● I want to see what other workers say about shifts. ● I want to be paid more or tipped.

Happy with: ● Fast pay, variety of shifts, flexibility, and free food. ● Likes SMS notifications & reminders. Uses mobile web app.

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Worker Persona - Hannah (Heavy User) Student, Intern + Snag Work Goals

Key Behaviors

Income ● Supplemental income around school and her internships. ● Likes flexibility of setting own schedule/hours. ● Claims multiple shifts per week, 4-5. ● Wants to fill up “gaps” in her week around her school schedule.

● Time Management: Juggles multiple commitments around snagging shifts, such as school, races and internships. ● Transportation: Bikes or walks to all shifts ● Feedback: : Leaves detailed feedback on all shifts ● Commitment: Feels part of the Snag ‘family’ and provides regular feedback on product ● Willing to work positions she doesn’t like to make money.

Career ● Has a lot of experience in Food Service / Restaurant, but wants to gain a variety of different kinds of experience. ● Sees Snag as helping to build her resume of work experience.

Snag Work Thoughts Frustrations ● Network is getting too lose; quality of workers she meets has declined ● Wishes there were more shifts that were easy to bike to. ● Doesn’t want to be dependent on cell phone unless Snag is going to cover her data plan.

Opportunities ● I want to be more involved with Snag Work as a company ● I want to schedule shifts far in advance that work with my schedule.

Happy with: ● Fast pay, variety of shifts, flexibility, and free food. ● Likes SMS notifications & reminders. Uses native app.

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Manager Persona - Jake (Light user) Kitchen Manager / Chef at a Full-Service Independent Restaurant, w/ High Volume Goals & Context

Key Behaviors

Staffing ● I want to avoid doing dishes myself. ● I want a backup in case dishwasher calls out. ● I need enough staff or I’ll have to close the restaurant. ● If I do enough sales, I’m not worried about having a Snag Worker, because I can always use the extra help and I’m not worried about my labor %.

Hiring ● Wants to attract talent and develop pipeline. ● Wants to find people to train & develop into line cooks.

Context ● Communications: Accustomed to phone calls / texts with his employees. ● Scheduling: Done in Excel, weekly basis.

● Mentally tries to remember to request shifts about ~3-4 days ahead of the weekend. ● Requests shifts from laptop. Confirms hours via mobile phone. ● Doesn’t provide feedback with every shift. ● Sometimes forgets to tell his staff when a Snag Worker is scheduled ● Is the only “user” that is requesting shifts at his restaurant location.

Snag Work Thoughts Frustrations ● I want my shifts filled. ● I don’t want to have a new worker show up every time & train them.

Opportunities ● I want to pay more to get my shifts filled, if I’m desperate. ● I want to edit my shift start/end times, as my scheduling needs change. ● I want to give preference to (or choose) workers. ● I want Snag Work to staff my skilled positions also. ● I don’t want to leave a lot of feedback, but I want to see it Happy with: ● Caliber of worker. ● Having Snag Work as source of additional staff.

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Manager Persona - Melanie (Heavy user) Staffing Manager at large event space Goals & Context

Key Behaviors

Staffing ● I want to have backup staff in case event details change at the last minute. ● I want extra hands to handle setup and breakdown of events. ● Need large quantities of workers on specific dates. ● I do not have flexibility around shift times.

Hiring ● I do not see Snag as a hiring platform. ● I like not having the hiring overhead when I use Snag Work. ● I like not having to put additional seasonal workers on my payroll.

Context ● Scheduling: Done in Excel/Events software; typically wants to plan a month in advance but does have last minute needs. ● Tips: Often has tips at the end or after the event is over they’d like to pay the worker.

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Requests multiple workers for individual shifts.

Often adds a bonus to the shifts after they’re posted & may not be fully filling.

Provides workers with cash tips after the event.

Might move workers into other roles after arriving.

Not always at the shift but does all planning. Hears feedback from employees days after an event takes place.

Snag Work Thoughts Frustrations ● I want to post my shifts further in advance, but I don’t like seeing my shifts change hands.

Opportunities ● I want to offer tips on my shift in exchange for lower hourly wages. ● I want to request large amounts of workers for the same date/time. ● I want to edit group shifts. ● I want to offer driving stipends when a shift is unusually far away. ● I want to add feedback later.

Happy with: ● Caliber of worker. ● Having Snag Work as source of additional staff. ● Reliability of workers claiming my shifts.

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Corporate Persona - Megan Talent Acquisition Partner, Large multi-location corporate brand Goals & Context Staffing ● Views Snag Work as a way to fill gaps in schedule and handle call outs ● Only using Snag for dish/BOH positions Hiring ● Views Snag as a talent pipeline for hiring. ● Snag Work does the training for us to see if we’d like to make a hire. ● I’d like more options for hiring workers through Snag Work.

Context ● Oversees locations. Receives all product feedback from location operations. ● Does not login to the product ● Looks at provided monthly reports for up to date information on how the product is working. ● Does not use Snag for FOH positions.

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Does not login to Snag Work Has weekly progress calls with sales & operations Has own system for scheduling and time keeping Sees Snag as another avenue for hiring and doesn’t recognize it’s potential for other uses/positions.

Snag Work Thoughts Frustrations ● I’m not sure how my location operations can best use Snag. ● Want more insight into the type of workers on Snag.

Opportunities ● I’d like more options for hiring workers through Snag Work. ● I’d like the ability to pull progress reports myself. ● I’d like insight into how my managers are doing and what the reviews are Happy with: ● Caliber of worker. ● Feedback loop between Snag. ● Building up their roster of workers. ● Having Snag Work as source of additional staff.

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