Maximizing staff effectiveness with self-serve solution

Client:
3–4 minutes

I created a time-saving service for Arbetsförmedlingen’s staff at employment fairs to support their customers to lead their own journey to employment. Many of Arbetsförmedlingen’s customers who attend recruitment fairs were unprepared to meet employers, and this service helped them make the most of the opportunity to secure a job while reducing the number of staff required to man the stands.

Challenge: Users were overwhelmed by the variety of steps needed to prepare themselves to meet an employer

Project: I researched, built wireframes and led the art direction of a new self-service web application 

Results: This service increased user retention on the site by over five times and doubled engagement of completed tasks.

My Process

User Research
Ideation
Prototyping
Testing
Design Review
Solution

User Research

After mapping the stakeholders and identifying the three user profiles for this product I researched their needs and desires. I also researched the available data sources that could help us build a valuable product with the given resources. The hypothesis I developed was that:

“We believe that by creating a self-service tool to help job seekers get started will result in job seekers being motivated to continue on the path to employment and we will know the hypothesis is valid when we increase the traffic from the service to the main site.”  

Ideation

I created several concepts that could fulfill the users’ needs. These concepts were tested with the working group over a series of ideation workshops. The concepts were also tested with technical experts to validate their possibility of implementation.

Concept development

Prototyping

I developed a prototype to secure feedback from the working group not minimise the number of iterations after the developers started to build the product.

Testing

I led a team of three testers on site at an employment fair. This involved creating a testing plan, validating it with the testers and ensuring that we retrieved constructive insights to iterate the product further. The testing plan consisted of three tasks and an interview to understand the users’ needs and desires. Being onsite at the fair was also valuable to troubleshoot and solve the issues that arose during the launch period. 

Design review

I conducted design reviews with the development team to ensure that the product solved any outstanding issues and continued to provide value for the users. After the initial launch of the product the design was iterated before the the next fair with both new feedback and our backlog of ideas that were not possible to implement for the MVP.

Solution

Designing the UX solution for our tablet-first self-service job interview preparation web application was an exciting journey. Focusing on optimal tablet interactions, I integrated features users to find job that matched their capabilities, uncover their hidden skills, and job search tips. The interface strikes a balance between professionalism and user-friendliness, ensuring a seamless experience for interviewees. This solution maximizes convenience and empowers users to enhance their interview skills effectively. Here are the main design highlights from the insights I uncovered in the process:

  1. The solution includes a translating tool as many users did not have Swedish as their first launguage
  2. The three services that can help users are sorted in order of practicality for ease of use and easy to navigate between them
  3. The services are interactive and give users insight into their skills
  4. The service provides a tailored recommendation of job suggestions with current opportunities
  5. Users have the ability to print their results to further explore them after the fair interaction
  6. The service includes a link to the organization as advanced users require the main website to assist fair goers

Website

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