Simplifying the Onboarding Experience of Enterprise Recruiters
Improving how we present value to Enterprise recruiters
2020 (2 months)
To create a clearer and smoother onboarding experience for recruiters
In charge of research and redesign of the current onboarding flow
As an Associate Product Designer in Kalibrr, I am in charge of crafting and improving experiences for our Enterprise recruiters. One of the critical things Kalibrr has to get right is the onboarding experience. Onboarding is the first thing recruiters see when they log in to our platform. It is Kalibrr's first impression to recruiters. However, the current onboarding experience is highly fragmented.
There were several small to big usability issues found on the platform:
Apart from evaluating usability of the platform, I wanted to get more insight on how this is affecting our recruiters. To add to my recent observations, I used Kalibrr's internal tool (with the help of AJ, our data scientist) to get quantitative data and did interviews with our client facing teams for the qualitative data.
What does the data say?
Although there are a lot of things to tackle from a usability and value perspective, I needed to choose which ones I can and should solve for this first iteration. For this, I asked the following:
Key implementation steps
The banner type of design solution was heavily influenced by one of our recent iterations on our NPS survey in Kalibrr. This was a project of Cwenne, one of Kalibrr's designers as well. Here, we discovered that this design implementation made important information intrusive to the experience, yet not disruptive. When Cwenne redesigned the NPS survey using a banner component, Kalibrr was able to see double the response rate, and completion rate tripled. I wanted to try to replicate this success with our onboarding panel.
2. Turning Pages into Modals
Modals that appear when you click each onboarding step.
Whenever recruiters click any of the onboarding steps or links, they get redirected to individual pages. This is the current design. The problem with this is that redirecting to a page is highly disruptive when recruiters just want to finish all of the steps to be able to create a job post. Aside from this, when they are on the page, they are not instructed or guided on which fields to accomplish. Recruiters are left to discover what they should fill out. This causes a lot of confusion among our users. Therefore, I extracted the necessary information needed from each page and turned them into modals. Now, when a recruiter clicks on a step, they will be shown a modal with all of the fields they need to fill out in order to complete that specific step.
I ideated this solution with Jiggy, the other product designer assigned to this project. He is tasked to implement our solution to our Brokerage platform, while I am tasked to implement this to our Enterprise platform.
3. Intentional Copy and Success Stories
There is one thing unclear about the current onboarding: How does this benefit me as a recruiter?
Onboarding experiences are meant to guide and develop trust among users. However, if there is a lack of context and users don't know why they're being asked to do X, Y and Z, it results to loss in company's credibility and customer trust.
For the redesign, I made sure to provide that missing context. I am a firm believer that intentional copy is critical in crafting effective design solutions. Copywriting sets the stage for every design component to play to its strength.
In addition to this, I've added success stories in the form of company logos to give clients a glimpse of what they can achieve after they have accomplished the onboarding. This was also inspired by one of our previous design solutions for the Pay Per Hire registration flow by Jiggy.
I created the redesign for the web platform and Jiggy was in charge in translating it to our mobile web version. The redesign is done and is currently in our product development backlog. We were able to receive great feedback from senior designers and product manager, and everyone wanted to see the redesign launched as soon as possible.
Update as of Jan 2023: I didn’t get to see the impact of this as Kalibrr experienced a layoff due to the pandemic. Both product and design teams of Kalibrr were disbanded to focus more on the sales efforts.
1. I've learned to apply successful design patterns on the product.
As designers, we do not have to reinvent the wheel. If someone on your team has done a similar design solution that you can use for your project, don't be afraid to copy it. You're working for the same company with the same goal of improving the product. In doing so, you might even make the product experience more consistent.
2. Data can help you identify what to prioritize in terms of improving product features.
In the past, I would heavily rely on qualitative data to identify pain points, confirm assumptions and understand user needs. In this project, I was able to extract quantitative data that informed me which problems are necessary to solve by observing the number of customers impacted with these design problems.
3. Redesign is not only about making the interface more pleasant to use. It is also about changing how you deliver the feature's value.
During my design process, I realized that fixing the experience won't cut it. As a designer, I need to introduce a new way to show recruiters why the company badge feature is valuable to them. Since it was out of scope, I wasn't able to work on it, so I plan to address this on the next iteration.
LET'S WORK TOGETHER
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