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Mobile Revolution

Overview

The majority of our jobseeker demographic has been gradually shifting toward mobile devices to search and apply for jobs. An organizational prioritization placed higher emphasis on improving our mobile web and app experiences. A mobile platform team was formed with the goals of increasing jobseeker interest through the usage of our mobile app.


 
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The Team

My Role

Design Lead, Collaborator, and Facilitator

Team Expertise

User Researchers, Interaction Designers, Visual Designers, and Product Owner

Tools

Jira, Sketch, Invision, Axure, Usertesting.com, Whiteboards, and Sticky Notes

 

 
 
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Goals

Business Goals

The jobseeker business is built on a continual flow of quality candidates that add fresh new resumes into our databases. The majority of our jobseekers have gradually shifted to mobile devices to perform their search and applying process. The organization wanted to increase this flow of quality candidates into the system and placed an emphasis on the hourly jobseeker.

Hourly workers make up 60% of the American workforce and account for 80% of all hires in the U.S.

From “Hourly Workers: The Economy’s Backbone, Not America’s ‘Poor Man’” by Peter Harrison, published on LinkedIn.

 
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User Experience Goals

Our goal was to create a unique new mobile app that would enhance the user experience by allowing jobseekers to confidently complete their tasks faster. We would need to address key issues related to registering, uploading a resume, finding a job, and applying.

Of U.S. adults making less than $50,000 a year, 71% own a smartphone, and are more likely to rely on smartphones for online access.

Data from “U.S. Smartphone Use in 2015 “ by Pew Research Center

 
 

External Constraints

Our progress and direction would be shared during a board meeting within a few weeks.

 

 
 
Open-Air Collaboration Environment

Our Process

Our process needed to be flexible depending on the situational constraints. The design asset below addressed the three most important aspects of the ux process – discovery, design exploration (including iteration), and validation. This is how we worked through the proof-of-concept for the jobseeker app.

 
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Paper Prototyping

1. Discovery: Understanding the Problem
During the predesign phase we wanted to better understand how we could better improve the user experience through competitive analysis and heuristic evaluation audits of the current app. How do we improve the experience with new features that improve user task completion? Also, do these solutions help to address the business goals?

Insights From Generative User Research (on-sight)

  • Users are willing to apply, interview, and be hired on the spot – same day

  • Like to be meet people and “shake hands” – on location job search

  • Frustrated when stores said “now hiring” but would make candidates apply online – pain-point

2. Design Exploration / Iteration
Here we take our direction from the exploration phase and try to address the problems uncovered. As a team we brainstormed, whiteboarded, and wireframed solutions. These solutions would then be put in front of our hourly jobseeker audience for future validation testing.

3. Validate with Users
During our initial guerrilla testing we garnered insightful feedback from users. This helped to improve our design discovery solutions, throw things out, and even revisit our initial problems.

 

 
 

Quality Surfaced Jobs

Jobseeker Wants (Onboarding)

During our user research testing a consistent paint-point emerged. User’s often commented that the jobs being presented in their initial search were not relevant. Also, our system would surface (through the app) or send (through email) job recommendations that would be off the mark. These poorly matched jobs would negatively affect the user experience and damage trust with the product.

How do we surface jobs that better match the user’s wants? Our solution centered around job preferences that would be a part of the onboarding process. These four simple questions – job title, wage, distance, and location are instrumental in customizing our recommendations for the user. These preferences would be saved to the user’s profile and could be easily accessed if the user chooses to update.

 
 

 
 

Better Location Based Experience

Job Seeker Proximity Map

Location and map functionality is table stakes when it comes to searching for a job. User’s expect to see relevant jobs in relation to their home or frequently commuted area. We reflected this importance in the content hierarchy on the jobs dashboard. User’s would be able to access the map that would highlight jobs that match their job preferences (jobseeker wants – job title, wage, distance, location). Also, the user can toggle to a list view and access augmented reality view if available.

Proximity Map WireFlow

 

Augmented Reality

A unique selling point that helps to differentiated us from our jobseeker app competition is the augmented reality functionality. Hourly jobseeker are consistently looking for new or multiple opportunities. This functionality allows users to see available jobs that match their wants within a walkable distance (1 mile radius). Our augmented reality functionality compliments our map and gives users a new way to search for jobs in their environment.

Augmented Reality WireFlow

 

High-Fidelity Screens

 

Augmented Reality Concepts

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Augmented Tracker
This functionality would guide users to the selected job. Safety concerns arose with the potential of users walking and holding their mobile device in front of their face. This action would obstruct their view and we felt that augmented reality should be used while stationary.

 

Augmented Map
Another idea that was explored but not fully flushed out by engineering. The return on investment wasn’t worth the exorbitant time spent creating new functionality that had already been solved by the proximity map.

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Standards A/B Testing

Goal

To validate standards design direction and push the existing design within the legacy jobseeker legacy app. With the ultimate goal of improving the user experience by redesigning the existing app to meet the validated standards. We collected feedback on various aspects of design including colors, ease of discovering information, spacing, and overall layout of the screen.

 

Testing Structure

Three separate sessions were held to show the designs for Notifications (Dashboard), List View and Jobs Detail Page. Each participant was asked a set of both Qualitative and Quantitative questions for each design to identify counts and trends. Three unmoderated UserTesting.com sessions with 10 participants each.

Version 1 – Notifications (Dashboard) | Version 2 – List View | Version 3 – Jobs Detail Content

 

QualitativE Questions

  • Are these jobs a good match for you? How do you know? What indicates this to you?

  • Would you prefer more color or white space on this page? Explain your answer.

  • Tell us your thoughts on the amount of information displayed when you scroll up and down the page.

Quantitative Questions

On a scale of 1 to 5, how would you rate…

  • Colors Used On The Screen?

  • Ease of Discovering Information?

  • The Legibility of the Text?

  • Overall Layout of the Screen is Easy to Use?

Demographic Information

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User Feedback – Notifications View

Quantitative Feedback

1. Overall layout is easy to use (1 – Strongly Disagree to 5 – Strongly Agree):

  • Design A Average: 4.7

  • Design B Average: 4.1

  • Design C Average: 4.4

2. Of the 3 Designs, preferred design?

  • Design A: 4

  • Design B: 2

  • Design C: 4

Qualitative Feedback

  1. Participants liked that the search bar included words and icons to make it more noticeable. Participants liked that there are buttons to categorize. Participants felt search at the top and bottom was redundant and were not sure what ”Next Job Means.”

  2. Enjoyed the personalization and direct number of notifications. Participants preferred the drop down filter. Larger and bolder fonts stood out to participants. Too much open space at the top, would like to see more information on the screen and too much color, needs more white space.

  3. Logo makes results stand out. The segmented controls are easy to understand but boxy. Space out the results more, looks cluttered.

 

User Feedback – Results List View

Quantitative Feedback

1. Overall layout is easy to use (1 – Strongly Disagree to 5 – Strongly Agree):

  • Design B Average: 4.4

  • Design C Average: 3.7

  • Design A Average: 4.8

2. Of the 3 Designs, preferred design?

  • Design B: 0

  • Design C: 0

  • Design A: 10

Qualitative Feedback

  1. Map icon was confusing to some. Participants loved the option to filter down further. Participants loved the card format, spacing, and amount information presented. Participants loved being notified of the amount of days since job was posted or if it was a new listing. Participants preferred commute listed by minutes versus mileage. Also, participants felt the navigation bar blended with the search results and consider a different color to add contrast.

  2. Participants liked the felt this design was unique and modern. Participants would prefer every job listed have more details instead of just one. Most participants had no idea what ”Next Job” meant.

  3. Providing the logo for each job posting made participants feel more confident that these were real jobs. Text is way too small, should make text bigger and space out more. Participants liked the amount of information at-a-glance but felt page was too busy and cluttered.

 

User Feedback – Jobs Detail Page View

Quantitative Feedback

1. Overall layout is easy to use (1 – Strongly Disagree to 5 – Strongly Agree):

  • Design C Average: 4.9

  • Design A Average: 4.9

  • Design B Average: 4.2

2. Of the 3 Designs, preferred design?

  • Design C: 1

  • Design A: 6

  • Design B: 3

Qualitative Feedback

  1. Participants felt the logo and graphic at the top was visually appealing and fun. Some participants were annoyed that the Apply Button only appeared at the top. Participants felt the app was well organized and easy to read when broken down into sections.

  2. Participants liked that the hourly wage was large and easy to see. Participants liked that the all the information about the job description was displayed in one place without scrolling or clicking “Read More.” Participants liked that the Apply Now button appeared no matter where they scrolled on the page. Participants felt that the color was too strong, should have more white space AND that the information at the top was taking up too much space on the screen. Participants did not notice Great Match Icons or felt they were out of place Great Match should be placed at the top near job title.

  3. Participants felt that the most important information you look for when searching for a job is at the top together. Participants liked that similar jobs were listed. Participants felt that the information was too cluttered and try spacing out sections a little more.

 

Testing Conclusion

Design A was the preferred design for all three sections. Design A had the perfect combination of use of colors, spacing and included details that people felt were important.

These findings help to direct future design decisions across our mobile apps. These mobile designs have then influenced the whole design ecosystem including our web and desktop tools.

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Information Architecture

Further Exploration – App Site Map

The team’s focus was the merging of the legacy jobseeker app and the mobile revolution Initiative that included the feature enhancements. We needed to start with the information architecture.

Our primary goal is to create a flexible, foundational information architecture that can evolve through expanding or contacting without major rework (Ux & Engineering). Most importantly a foundation that evolves without significantly hurting the user experience.

Open Card Sort

Based on the results, the following emerged as the strongest categories, both conceptually and in terms of how many respondents created them in their ideal organizational scheme.

  • Jobs

  • Resume / Documents

  • Profile

  • Account / Settings

  • Notifications / Alerts

  • Career Development and Learning

  • Company Information

 

Final Results

Based on the results from the open card sort, plus a follow up tree-jack test, we felt confident in this new taxonomy and navigation structure.

 

 
 

Results Metrics

 

The Good News

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Total and New Users

A strong consistent uptick in the amount of total and new users. The new functionality and improvements were released over multiple released in q2 and q3.

 
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Job Details Views and Duration

A positive trajectory of job views. Users have viewed more job details and have spent more time on job description details.

 

The Bad News

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Applies and Apply Frequency

Applies on the other hand have taken sharp dip. This decrease in EOI needs more exploration into why users are applying less. Are they applying to more quality jobs over the amount of jobs, or is there an underlying problem that hasn’t been discovered yet?

 

 
 

Jobseeker Icons

Conclusion

Building or updating a product takes time, many teams, and skilled collaborators to ensure success. If I could change anything I would have focused more of the ux team’s time toward the initial discovery phase. Understanding what the product is doing right and uncovering existing pain-points would have helped to further strengthen the tool. Having a better understanding of the user’s needs and tying those needs to the business goals would have helped when prioritizing the product roadmap.

Overall, this was a great learning experience and the process led to a successful product release.