Creating a self service experience

Creating ways for hirers to create and manage their EVP on the SEEK platform.

Company: SEEK

Role: Senior Product Designer

Duration: 5 months

Workshops, Stakeholder management, Collaboration, User research, MVP, Ideal state

Context

SEEK functions as an online job marketplace spanning the entire Asia Pacific region.

One of its offerings to employers is the Company Profiles feature - a dedicated page allowing them to present information about their company and highlight their Employee Value Proposition (EVP).

The challenge

At the time, there was no easy and efficient way for hirers to enter information about their company into the SEEK platform. It was a manual process that involved contacting our support services, filling out a form and reaching out directly if any edits needed to be made.

This was not only a significant pain point for users, but also a strain on internal resources (aka Customer Service and Engineers), as well as a limiting factor for future growth.

The project became more complex because of a strategic effort to bring together different platforms. While some markets had a self-service experience, others didn't, making it essential for any solution we created to align expectations and experiences across the board.

The highlight of the project:

The complexity of this project arose from the challenge of balancing the design of both the MVP and the ideal state, encompassing two distinct design systems, four different markets, six different user types, and flows that extended beyond my team's control.

The highlight for me was carefully considering the requirements for each user type and crafting personalised flows to meet their specific needs.

The solution

I designed:

The entire 'self service' experience, allowing hirers to create, manage and edit their Company Profiles on the SEEK platform.
- I crafted designs at various fidelity levels, various visual languages and accomodating diverse user types and segments.

I also developed different materials to share and discuss ideas with both the broader team and various stakeholders, including:

Detailed project planning and documentation.
Detailed documentation of research process and findings
User flows illustrating current, MVP, and ideal states.
Service blueprints outlining various interactions among teams and systems.
Wireframes
Low, mid and high fidelity designs

A look at some of the work

For this project, I followed a lot of the design process (with some adjustments due to time and resource constraints).

Take a look at some images of the research, user flows and the final designs.

To learn more about my process and learnings from this project, reach out!