New freelancer level system
Company
Fiverr
My role
Content designer
Challenge
The previous level system lacked clarity and consistency, leaving freelancers confused, frustrated, and unsure how to improve or progress.
Key issues included:
Vague or overlapping criteria between levels
Limited understanding about the monthly evaluation process
Declining trust in the system’s fairness and reliability
Solution
We brought clarity and structure to the system, giving freelancers a transparent view of where they stand and how to progress.
Updates include:
Well-defined criteria and benefits for each level
A shift from monthly to daily evaluations for timely feedback
Clear, consistent terminology and messaging
Who I worked with
PM and designer to craft language that clearly explained level logic and progression
Legal and Trust & Safety departments to account for all user states and ensure accurate communication
Data team to refine features
Research team to guide and validate content choices
Below are highlights from:
Product terminology
As part of the redesign, we updated existing terms and introduced new language to help freelancers better understand the level system.
Updated terms
To align with Fiverr’s broader effort to move from seller to freelancer across the platform, we made the following changes:
seller levels > freelancer level system
new seller > new
Top Rated Seller > Top Rated
New terms
Level overview
Renamed from dashboard to avoid confusion with freelancers’ main dashboard.
Performance metrics
The umbrella term for the 6 metrics evaluated daily, reinforcing our messaging that the level system reflects a freelancer’s performance on Fiverr, making expectations clearer and progression more actionable.
Success score
Selected for a new metric that captures how well freelancers deliver quality work, maintain client relationships, and meet platform expectations. Performance score was initially considered, but success more accurately reflected its purpose, while performance was better suited as the term for all 6 metrics.
Progress tracker
Named to reflect its function and format, this feature combines visual icons with descriptive copy to show freelancers how close they are to the next level—helping them understand progress at a glance and stay motivated.
In progress, Needs attention, Qualifies for next level
Chosen for their clarity and action-oriented language, these status tags appear within each performance metric widget to indicate current standing and help freelancers quickly understand progress.
Term to avoid
Demoted
This term felt overly harsh and punitive, so we opted for moving down to keep the tone neutral and supportive.
Educational moments
We focused on clear, well-placed explanations to help freelancers understand the changes without feeling overwhelmed.
System information
How the Fiverr level system works
Accessible by clicking How the level system works in the level overview page header, this modal gives freelancers a quick overview of how the new system.
What is being evaluated
How they can move up a level
What would lead to moving down a level
Progress tracker
Visible on the level overview page, this component lets new freelancers know how they can reach the next level.
How the level system works
Progress tracker
Explaining a new metric: The success score
Introduced with the new level system, the success score combines multiple performance factors into one metric, so we focused on making its complex calculation easy to understand.
Default view (left)
New freelancers see the same information shown to all, with an empty state for Score by Gig.
In progress (center)
Encouraging copy celebrates momentum.
Needs attention (Image shown in next section.)
Neutral copy informs without scolding.
Score by Gig (right)
Using progressive disclosure through a collapsed accordion view, users can expand each Gig to reveal the key areas influencing its score. These areas show tags ranging from Strong positive impact to Strong negative impact. When relevant, a CTA links to practical tips for improvement.
Select user states
While many freelancers will enjoy a linear progression through the level system, others may encounter temporary setbacks, whether from performance setbacks, policy violations, or various edge cases.
Messages for each path are designed to inform and, where relevant, guide next steps.
Linear progression
As freelancers progress, they’ll see informational, encouraging, and congratulatory messages in their progress tracker.
Performance setbacks: Copy examples
Alert
Progress tracker message
Details in drawer for relevant metric
Policy violation
Situation: A freelancer has been flagged for a severe policy violation and is not eligible for the level system.
Approach: The alert shows a clear, straightforward message.
(The freelancer will also see a message in their progress tracker and receive an email.)
Edge case
Situation: A freelancer has met the criteria for Top Rated evaluation, but cannot currently be evaluated.
Approach: The alert shows an informative message with a CTA linking to link to a detailed article to learn more.
Results
By introducing clear criteria, consistent terminology, and daily evaluations, the updated level system has reduced uncertainty and increased transparency—giving freelancers a straightforward path for growth.
That said, some confusion does remain around the success score. While it provides a more holistic view of performance, its complexity raises questions among freelancers. Addressing this is an ongoing effort, with product and data teams working together to refine how the score is calculated and communicated.