Customers ( Initial Cohort User )

1. There are too many items to go through and everything has to be done manually.

2. Some settings are difficult to configure as a customer and require assistance from multiple teams such as IT and design department from customer's company.

3. Continuous communication with Goodtime. User actions must be verified with GoodTime.

4. The purpose and method of using Good Time need to be communicated both internally and externally.

GoodTime ( Customer success team / Engineering )

1. Provide a company onboarding list manually.

2. Keep track of company progress and communicate.

3. Some items need to be validated and this requires help from IT..

Shadow and Discovery Session

Recruiter's carry out complex tasks. There are multiple paths to contacting candidates and each company has its own interview process. Variety of tools such as ATS, Video Conferencing, Coding Test integrated with companies. To better understand various workflows, I had 32 in-person shadow sessions where I observed recruiters carry out their daily tasks and 32 discovery sessions where I partnered with recruiters to find problems with their workflows. Despite the differences in each recruiter's workflows, I was able to find the common difficulties.

Findings

1.There are onboarding processes that cannot be resolved by recruiters alone and recruiters are stuck on it for a long period.

• Video conferencing, Collaborative coding, ATS, Email integrations often error requiring continuous support from GoodTime engineering team or customer care team.

• Company branding set up requires approval from design team.

2. When configuring email or email templates, recruiters often do not understand the use case nor the instruction. This requires training from GoodTime customer care team.

Researched on how GoodTime customer care team supports customer onboarding was conducted. I had interviews with GoodTime employees regarding the time consuming steps while onboarding and difficulties in supporting customers. In additional, I listened in on meetings between customer care team and customers.

Findings

1.Configuration step is difficult for customers to complete on their own.

• In order to use GoodTime, instructions must be sent to initial cohort users so that they can configure their accounts. There is also a post-configuration instructions to ensure that their accounts are configured correctly. Despite thorough instructions, customers had a lot of questions.

2. Template authoring and tagging feature are difficult and complex to use.

• The idea of template is difficult to grasp before using GoodTime and the process of authoring and registering template requires more than 10 clicks to navigate.

• All interviewers on GoodTime requires a unique tag that must be entered manually and customers do not know how to name tags such that it helps with their workflow.

After the onboarding research, we created a user journey board that lists pain points on each of tasks for our customers and for our customer care team. The design team and product managers got together and started ideating on the pain points and the ones that seem effective and feasible were shared with the customer care team.

Online Company Registration

-Set up companies through online interactive guide.

-No more training: Enable users to learn and configure on their own as they use the service.

-Redesign settings hierarchy such that it is context driven.