Brief
Time Jul 2019 - Sep 2019
Client Scout Talent
Industry Recruitment
Team Project manager | Engineers | Solo designer
My role Lead designer
My responsibilities Understanding & Empathising Design deliverables User testing Coordination
Scout Talent is an all-in-one recruitment software for SMBs that integrates applicant tracking, sourcing, onboarding, learning, payroll, etc. It has helped around 1000 organizations and 10k HR users in Australia streamlined their processes, improved their efficiency, and hired the top talent for the past 19 years.
Problems
The old platform had significant tech and UX debt from years of neglect, and we were struggling with retaining customer retention. Stakeholders decided to invest design resources to elevate the UI & UX of this platform
Core problems
My approach
💬 Understanding the context
After being tasked with the mission of elevating the UI & UX of Scout Talent, I started off with understanding the context and the problems better by talking with the project manager, 3 internal recruiters, and 2 customer success people in Scout Talent.
🔎 Identify issues
Heuristic evaluation
Heuristic Evaluation is an inexpensive way of revealing usability issues that catches low-hanging fruit. There’re multiple variations in terms of heuristic evaluation rules out there in the UX world.
After working on a bunch of projects with different types of usability issues, I've created my own version of heuristic evaluation rules
By going through the granular heuristic evaluation rules, here're some usability issues I found in the old software
📊 Data-informed design
Regroup & reorder features by gauging the volume of usage for each button on a page. An analytical tool Pendo played an important in providing insights and evidences
🕹️ Test and iterate
Designers aren't the end user!
Before we kicked off the development phase, we conducted testing sessions with 3 internal recruiters and 2 customer success people of Scout Talent who had different levels of experience of recruiting and using the software.
During the testing session, I asked them to click through the interactive prototype ⬇️ that I've created in Figma to finish some pre-designed tasks, in the meantime, I observed how do they interact with the prototype.
At the end of the testing session, we also asked a bunch of general questions and gathered quite a lot of constructive feedback from the participants.
Based on the feedback and testing results, we did a few rounds of iterations.
Outcomes
UX KPIs
Once we launched the redesign, we've been following both the behavioural and attitudinal KPIs by collecting data from Pendo and Scout Talent's customer success team.
Behavioural KPIs
- Time for bulk changing email status dropped 67.5%
- Time for completing a search action dropped 34.2%
- Time for bulk sending candidates email dropped 45.1%
Attitudinal KPIs
- The NPS score we've collected lifted 19.5%
