Sterling is a leader in background screening and identity services worldwide. I helped their product teams design provide an entirely new experience for their primary platform.
Before beginning design work on the new client experience, the Product and UX teams wanted to elicit feedback from a large group of our clients to learn how they used our products and what their pain points were. The customers represented a variety of industries and were chosen for their size, transaction volume, usage of the platform and their willingness to participate.
10 companies were selected, and participated in a moderated job shadow session where the team observed them interacting with the platform while relaying pain points with the product(s) or places where they would like to see improvement.
In addition to these specific job shadowing sessions, there were also several other customers that have provided feedback and enhancement requests through meetings, summits, and CAB events that have helped inform our notion of how our products were being used, and what we needed to do to improve them.
The platform redesign will have a large impact on Sterling's business. The end goal is to unify the client experience across all client platforms.
Below are most of the common pain points from our customers. They fall into three major categories; placing orders, checking status and reviewing reports.
Users don’t know what they need to do next to make sure that their candidates are moving through the system.
The Dashboard is very noisy, and doesn’t effectively provide enough relevant information to the end user.
Users struggle not having order level tracking, and would like more granularity so that they can understand if there is a problem that they can take action on.
Users face challenges tracking down missing information for their candidates.
Initiating an order is a clunky experience, and lacks the ability to bulk upload Candidate Invitations.
Inability to sort, or flag orders for follow up, or having the ability to reassign them to an individual or a larger work group.
HR Manager - Manages employees and the overall administration of the Human Resources function. Will sometimes review overall screening progress.
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.
An experience that presents a user with items they need to complete rather than having to find the next step to move forward.
After defining requirements, we set out to explore solutions. This was a long process were I lead the team in our approach in conjunction with our daily workload.
Over the course of several months, we explored task management UI, Notifications, table displays, filtering controls, progress indicators and many other aspects of a dashboard experience.
With such a large amount of objectives and infinite possibilities, I proposed dividing the initial layout exploration between designers. We were able to each create a solid prototype that could be tested against each other in a much shorter time.
Learn ease of use and discoverability on several design ideas of the new Client Hub Dashboard
Gain insights from target users about their experience with using background screening applications
Gather feedback and qualitative data to support improve the Client Hub Dashboard design
Provide first impressions
What stood out first?
Define the various order status
Initiate an order
Find orders that require user’s attention
Filter all orders that are in progress
View order summary of a candidate
View completed report of a candidate
Clean, organized, well laid out
Crowded, colorful, organized
Clear, utilitarian, efficient
Simple, straightforward, modern
Well organized, easy, uncluttered
What stood out first?
Progress bar and tiles on top of the page
Lots of colors can be tricky, but participant understood that it is needed for categorization