Interview Scheduling SaaS Product
Duration: December 2020 - February 2021
Role: Product Design Intern, later Lead Product Designer
Deliverables: High Fidelity Prototypes
People were not interested in the new product, there were no new paid users.
Rakuna is a Saas startup in the HR Tech Space that is based in San Francisco. They are a one-stop mobile and online solution for employers to hire candidates and find qualified leads at recruiting events.
But since Covid-19, they shift their target and introduced new services like Interview Scheduling which they are currently in the testing phase.
1. Create a better user experience that will lead to paying customers.
2. Create a product that reduces the needs for demos.
3. Focus on making smaller changes instead of a complete redesign.
Discovery and Ideation
In order to get a feel of the state of the industry, where our product is placed, I got the chance to watch demos of competitors' videos of major players in the HR tech and interview scheduling industry.
When I began the project, another designer and product manager had already done some research, so I took what they had done and conducted some tests and interviews of my own.
I began testing internally with our recruiter over Zoom. I started to give them tasks and asked questions, while I observed them do their tasks on with their own process and method.
After the interviews, previous research reports, and listening to what our beta testers have to say we identified that;
1. Users only used our software for big interview events with can last multiple days.
2. Interviewers received too many email confirmations resulting in them unable to keep track.
3. They were having a hard time creating an interview event on our website, therefore need to create multiple events.
The Current Design and Flow Chart
The current page layout has multiple users flow flaws, where most of the time they get distracted from tasks that they need to accomplish. In this situation, it is to navigate to the Description & Forms tab to choose a form.
Step 1: Start
Step 7: End
Step 6 : Add descriptions and forms.
Step 2: Fill in the blank.
Step 3: Generate
Step 4 : Preview and add additional information.
The previous designer focused a lot on the "3 click rule", resulting in the users getting very confused and lost.
I redesigned the navigation to create a seamless experience where they won't mind a few extra clicks since the additional steps simplify and speed up the processes.
Step 5: Change tab
High Fidelity Mock-Up
Step 1: Start
I first started to create boundaries by group related information. This allows the users to insert information faster as they are filling all the information about one particular category at a time.
Minor changes to create a more seamless experience.
1. Change the time zone from UTC system to PST, since our target audience is more adapted to the PST time system.
2. Remove the asterisk (*) from the required fields, this makes the screen less busy and restrictive.
3. Create an additional slot for another date, this was highly requested by the users.
One of the biggest problems in this step is when the user clicks "Generate Timeslot" it does not redirect the user to where the timeslots are. Instead, it stayed at the 1st step. I solved the problem by brining up the timeslot and put it into the second step. This eliminate the problem, but the team at Rakuna prefer to just solve the problem bring bringing the screen down so they do not have to rewrite too many things.
With the previous design, there was a lot of wasted space. For the new design, I want everything to be in one place. Timeslots are now more compact so users can quickly scan and make quick decisions.
In the old design, if the user forgets to set the Description & Forms, the interview invites will send out a blank email with only the date and time.
With the new design, I incorporated Description & Form into the third step of the interview scheduling process. This really streamlines the process, and creates a better flow. Makes this process impossible to miss.
Step 5: End
- How might we improve the existing process so that the onboarding journey for its users is better and easier?
- Easy for the user to learn and quickly adapt.
- Since most of the users have been using this product, I do not want to over complicate the old onboarding process. Instead, I decided a one-step product tour is the best option. This points out the key features that solve the design challenge perfectly.
This project was neither a fail or a success. After the high fidelity was finished, I could only test and do interviews with the internal team at Rakuna. With positive feedbacks I wanted to go further with the interview but unable to.
While working remotely as a sole UX/UI Designer was a challenge, I've learned how to collaborate more effectively remotely and to find creative solutions.
One thing I would like to have done differently was to push user testing even further. This project was interesting from a design perspective since I had to think outside of the box, from logging in to receiving emails. There were so many problems that tied to the product itself, and it also had a domino effect on the other steps of the process. The lack of user testing made the problem-solving process a lot longer than intended.
A practice that I would bring to the next project is "Sync-up", where we spend 30 minutes at the beginning of our day talking about where we are in the project, what needs to be done, what problems are we facing, and how we can help others solve the problem. It was useful for keeping us on track and in-sync when there were lots on our plate and we were thousands of miles away.