Discover
To understand the current user journey I have performed mapping exercise with project team includes Stakeholder, Project manager, and developers. Not to avoid I have specifically included customer support team member to understand the pain point with current application process.
Define
Synthesising the results of mapping exercise. A clear presentation of the user flow on application process for both individuals (pupils) and SME's. The best thing about this activity is that all the team member shared their suggestions to have in this application process. All those suggestions are being marked and focused.
Develop
Usability Testing
Usability testing has been performed to understand the pain point of the current flow. These test has been performed for 5 users (each mode).
- Unmoderated testing - (User brain session)
- Moderated testing - (Teams call)
Questions asked:
- How would you rate overall experience of the application Process?
- What are your expectations from the company after you send this application?
- Do you know whom to contact to follow up on the progress of the application?
- How easy to understand the application process?
- How do you rate the length of applying for this application?
- Is there any information not provided that would have helped you complete it?
- Would it have been useful to save your progress and come back to the application later?
- Would it be helpful to save your personal statement and get that pre-filled in the form?
- Would it be helpful to save your CV into your account?
- How do you rate the application process in comparison to other website?
Key outcomes
- Most of the users found it easy to use application process
- All of the users considered SDS to be contacted to know about their application progress after they apply for vacancy through apprenticeships.scot.
- Users like to add a cover letter that can increase their chance to be selected.
- All the users like to add CV into their account and save their default cover letter that can be edited at the time of applying for suitable vacancy.
- Most of the user find it quick application process in comparison to other websites.
Deliver
At this stage we created mockups as we needed a big change coming up in the future with the whole website redesign. We already had great feedback from both Individuals and SMEs for the application process. I am proud to share that we have increased the number of completing the application process and also increased the users after adding Dashboard layout to the individuals and SMEs.
