Designing a SaaS chat solution for B4work
Overview
B4work is a job board app designed exclusively for job seekers. Recruiters, on the other hand, can use the platform’s integrated Applicant Tracking System (ATS) within B4work to efficiently review job applications. Additionally, recruiters can post job openings exclusively through the ATS. B4work streamlines the entire process, making job searching and recruitment more straightforward for everyone involved.
My contribution
Product strategy
User research
Product design
The team
1 x Product manager
2 x Product designer
3 x Engineers
Year
2023
What problem are we solving?
In the world of hiring, we’ve found a big challenge: the not-so-easy talking between recruiters and job seekers on regular job websites. Talking on the phone or through emails often causes delays and makes the hiring process slower.
Recruiters also need to ask candidates quick questions, like if they are available right away or when they can have an interview. These questions need fast and direct answers.
To solve these problems, B4work wants to change how people talk during the hiring process. It offers a platform where recruiters and job seekers can talk in real-time. This makes things quicker, helps them communicate better, and goes beyond the limits of the usual ways people talk during hiring.
My Role
In this project, I took on the primary role of Principal Product Designer, overseeing the entire design process from discovery to designing the solution. I collaborated with two other Product Designers, maintaining close communication with various stakeholders throughout. My responsibility was to ensure an outstanding user experience, guiding each design phase to deliver a product that meets user needs and client expectations.
Empathize – User research
How to facilitate communication between recruiters and candidates to speed up feedback?
User interview conducted with 6 participating recruiters aged between 30 and 45.
User interview conducted with 6 participanting job seekers aged between 25 and 45.
Conducted online survey with 43 participants recruiters and 55 job seekers to validate user interviews.
User research analysis – Key Findings
Survey Validation: 80% of recruiters agreed on the importance of direct communication with candidates, confirming the insights from the interviews.
Survey Validation: 75% of recruiters confirmed experiencing delays in the hiring process due to limited communication, aligning with the issues identified in the interviews.
Survey Validation: 85% of candidates expressed a preference for a platform that allows direct and real-time communication with recruiters, validating the identified need during the interviews.
Preference for Direct Communication: Candidates value the ability to communicate directly with recruiters.
Lack of Timely Feedback: Candidates express frustration over the lack of timely feedback or updates on the status of their applications.
Transparency in the Hiring Process: Candidates appreciate transparency regarding the steps of the hiring process and the evaluation criteria used by recruiters.
Preference for Two-Way Communication: Candidates want the opportunity to ask questions and share additional information during the selection process.
Value of Personalized Responses: Candidates value personalized and specific responses to their inquiries or requests.
Competitive Analysis
In addition to user research, competitor analysis was conducted within the realm of job portals and Applicant Tracking Systems (ATS). It was discovered that the majority of existing platforms lack an integrated chat feature, highlighting a significant gap in the market for real-time communication between recruiters and candidates.
User persona
Through in-depth data and interviews, we created detailed user profiles for recruiter and candidate users. These people guide our design process, ensuring that our solutions align perfectly with María and Juan’s needs and frustrations, pushing us towards a user-centric product.
User flow – Recruiter
Here is the flow of the recruiter user, from logging in to his ATS to sending the first message to the candidate.
User flow – Job seeker
In the candidate user flow, the process begins with the receipt of a new message notification within the B4work app. From there, candidates seamlessly navigate through the app to read and respond to messages from recruiters.
Wireframing
The chat wireframe offers a preview of the messaging functionality within the B4work platform.
Design principles
These design principles, meticulously crafted to mirror user needs and behaviors, underpin every aspect of our solution.
Adapt to User Behavior: Design features that align with the natural habits and expectations of users, enhancing usability and satisfaction.
Efficiency: Streamline processes and interactions to minimize user effort and maximize time savings, promoting a seamless experience.
Transparency and Reliability: Prioritize clear communication and consistent performance to instill confidence and trust in users, fostering long-term engagement and loyalty.
High fidelity – Recruiter
This important step sets the stage for testing, making sure our platform matches what users want.
High fidelity – Job seeker
This important step sets the stage for testing, making sure our platform matches what users want.
Protoyping – Recruiter
Watch how recruiters seamlessly navigate from the ATS dashboard to sending their first message using B4work’s integrated chat.
Protoyping – Jobseeker
Watch how candidates answering their messages from B4work app.
User testing – Recruiter
User Testing Unveiled: Insights from 5 Recruiters
During testing, five recruiters tried out our product, and their feedback was very positive. With their input, we’re enhancing the platform to be more user-friendly and cater to users’ needs.
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Success Rate
Overall, tasks assigned during user testing were successfully completed by the participating recruiters.
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Error Rate
With a low 9% error rate, the prototype demonstrates a solid level of precision even in its initial version, leaving room for further improvements.
Average post-task satisfaction
A 71% average post-task satisfaction indicates users’ overall contentment, showcasing the potential for additional enhancements in upcoming iterations.
User testing – Job Seeker
User Testing: Insights from 5 Candidates
During testing, five candidates tried out our product, and their feedback was very positive.
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Success Rate
Success rate in completing assigned tasks during user testing.
%
Error Rate
This indicates that approximately 10% of the candidates encountered difficulties or errors while using the chat feature.
Average post-task satisfaction
Overall user satisfaction was high, with users reporting a positive and seamless experience with the chat feature.
MVP Launch: Metrics and Data Visualization
As we navigate the post-launch phase of our Minimum Viable Product (MVP), let’s delve into key metrics focusing on recruiter-candidate interactions:
Communication Metrics (30-Day Period):
Total Chats Initiated: 1,200
Average Messages Exchanged per Chat: 15
Response Time: 77% of messages answered within 1 hour
Recruiter Engagement:
Recruiters Actively Using Chat Feature: 65%
Average Daily Chat Sessions per Recruiter: 3
Candidate Engagement:
Candidates Actively Participating in Chats: 70%
Average Daily Chat Sessions per Candidate: 2
Visualizing these metrics provides a comprehensive understanding of how our MVP facilitates and enhances communication between recruiters and candidates. These insights not only measure engagement but also guide our iterative approach, ensuring that the platform continues to foster meaningful interactions and meets the evolving needs of our users.
MVP Launch: What didn’t go so well
Missing Features: Feedback indicates that users miss certain key features they anticipated.
User Habituation: Users accustomed to platforms like WhatsApp or LinkedIn for chat may exhibit resistance to change.
We’re now in Phase 3 of the project, where we’ll keep refining based on feedback. Our focus remains on delivering the best user experience possible, and we’re committed to making continuous improvements as we move forward.
My Learnings
My Learning Journey in Design Thinking: Crafting a Chat Solution
Embarking on the chat feature project, I embraced the Design Thinking methodology, a dynamic approach to problem-solving. In this focused endeavor, I conducted interviews with five recruiters, allowing for a deep dive into their unique perspectives and needs.
This tailored exploration revealed critical insights, guiding the iterative design process. The emphasis on empathy and collaboration within the Design Thinking framework ensured that the resulting chat solution was finely tuned to the real-world challenges faced by recruiters.
This condensed yet targeted approach in both methodology and participant selection allowed for a swift and effective design process. As we move forward, my commitment to refining the chat feature remains unwavering, fueled by continuous learning and a user-centric mindset.
