Sterling is a leader in background screening and identity services worldwide. I helped their product teams with an entirely new experience for their ordering process.
I spoke with stakeholders regarding the scope of the project and evaluated the basic google analytics available. I saw average ordering session data consisting of around 8 minutes.
I then conducted job shadows with customers who had experience with our product. These interviews we not soley relative to the ordering workflow due to coinciding roadmaps. The customers represented a variety of industries and were chosen for their size, transaction volume, usage of the platform and their willingness to participate.
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Initiating an order thought to have too many steps and modals
Add-on(A La Carte) options were very difficult to add
In general visual hierarchy and IA was difficult to decipher
HR Generalist - Day to day management, submitting orders, post hire contact, reviewing results, adding users/admin, actioning results.
HR Specialist - Submitting orders without ability to see results, monitoring candidates.
To reduce time to order screening services by 75%.
While many ideas were formulated during the exploration process, we saw clear patterns emerging among saving progress, mobile capability and template or preset optimization. Some ideas of note include SMS ordering and a wizard stepped approach.
After several rounds of fine tuning we arrived at a two step mobile approach for sending invites to candidates. Progressively, we found a way to combine both sending invites and manual orders in a single intuitive workflow. Through multiple iterations we arrived at a sketch we felt comfortable prototyping.
Some thoughts around account permissions, template functionality, and package configuration were cataloged during the process to be tested in future iterations.
Within one day of aligning on a product solution, we were able to create a rapid interactive prototype in Axure to test our vision. With some additional feedback, we made some adjustments and signed off for the initial test of the prototype.