Problems

Candidates are unclear on their profile completion status, leading to 8% “soft rejections” and increased churn.
The Admissions team spends significant time reminding candidates to complete their profiles.

Hypothesis

We believe showing candidates their progress and what to expect will reduce incomplete profiles by 10%.

We believe that showing candidates what’s next after completing their profile will act as a reward and encourage profile completion.

Research

User interview
I also conducted interviews with some of the current candidates on the platform to find out their major pain points using the platform and identify current trends and feedback from the users.
I also interviewed the admissions team to find out what were the most complaints they received regarding profile building and completion.
I also took it a step further by analysing the Hotjar videos of user to see where they spend the most time and struggle the most


Data
I analysed tickets received by customer support and admission team. I established some of the reasons candidates get stuck in completing their profile which includes:

• • Candidates do not understand the terms used on the platform.
• • Candidates do not have a clear indication of when their profile is completed.
• • Candidates do not know what’s left to do to complete their profile.
• • Candidates do not know what is required to be able to start applying for jobs.

For the admission team, their main pain points were having to answer the same questions and sending multiple emails to candidates to remind them to complete their profiles.
The admission team also have to call candidates to complete the profile.

Comparable solution

While looking at comparable solutions, we were able to identify some patterns and designs companies like LinkedIn and The Dots use in helping guide their users to build their profile.

Potential solution

After doing some research and seeing what other comparable solutions are out there we came up with a few goals to guide us.
• HMW ensure the user knows the current status of their profile?
• HMW ensure the user understands a clear path/steps to completing their profile?
• HMW ensure user understands the 3 profile levels e.g RedHot (Advanced profile).

Risks
• They might not read the modal and just close it

Solution
Show profile level, next level and what needs to be done
• Modal or explainer page

Prototype

Current profile screen

The screen below shows the current design after users sign up for the platform.

Wireframes

Usability Tests

The objective of the test is to ensure the user understands a clear path/steps to complete their profile. This is also to reduce time spent on average completing their profile

Method and participants We opted for unmoderated user testing sessions using usertesting.com, targeting participants aged between 18 and 25 years old.

Method used
Prototype testing
We then used the feedback and iterated the designs

Final Design

Insight and top takeaway

Carousel
4 of 5 understood the 'Build profile' carousel immediately.
Quotes: "The Big blue button is difficult to miss"

Empty state
4.5 of 5 candidates understood the empty state as sections that needs to be filled in to build their profile. One candidate thinks of it as a "quick way" of building their profile. The helper text in the empty state also helped a lot.
Quotes: "The first 3 sections are clearly complete"

Checklist (side panel)
All 5 understood it. This was very clear to the candidates and they understood what have been completed and what they are yet to do.
Quotes: "It's pretty clear what you have to do"... "They tick it off for you"

Confirmation (Modal)
Some candidate did not understand what Phone screening means.
Quotes: "I Don't like the wording at all", "Hopefully get more details on what phone screen means when I click on the button"

Overall, candidates find the sections quite clear and easy to understand their current state and what they need to do next.

Impact/Results

A redesigned profile is driving higher & faster rates of completion.
20% more candidates convert and 30% more do so in under 24 hours.

Here is a screenshot of the live chat on zoom while we presenting the new profile building screen at the company all-hands.