Strategy/Research

A customer-led UX vision and strategy

Using research to drive growth and value innovation.

I developed a comprehensive UX vision and strategy for Hireology through a deep understanding of the customer and a holistic analysis of the gaps and opportunities of the existing product.

I led multiple efforts to help the company understand the customer and provide new ways to innovate and solve problems. I led all efforts in creating a UX vision and strategy, from research and design to storytelling and planning.

Extensive user research and testing resulted in successful validation of the overall vision and designs. I joined a growth team to lead the design effort resulting in improved CSAT scores by 26 points during Beta testing.

The Challenge

Identify gaps and opportunities.

Through extensive research of Hireology's customer and the hiring space, I identified common themes and patterns that could be used as opportunities for the product and user experience.

Through the use of affinity mapping techniques, I identified patterns in customer challenges and expectations across various hiring processes and business structures, and created a holistic mental model map of the hiring journey.

I then mapped the Hireology experience - including features, work-arounds, and documented feedback. Through a comparison analysis, I identified multiple gaps in the experience and opportunities to better meet customer expectations.

The Solution

An intuitive, role-based experience.

The hiring journey map identified that users are expecting a tool to provide accountability, visibility, and guidance throughout the hiring process. They are looking for a customizable experience to fit the needs of their business structure.

A flexible user experience for multiple user types would require a large shift in the design. Through collaborative efforts with the UX team, I led several rounds of whiteboarding sessions to define key user stories and workflows. I ran user testing on early wireframes to validate the direction and influence designs. And I gained buy-in across stakeholders for investment in major changes to the user experience.

The Results

Growth opportunities.

I led design on an agile Growth team to Beta test a new technical and UX strategy, taking my design vision from 0 to 1. During this time, I led research efforts to validate assumptions and drive solutions. Beta included accounts structure, users and permissions, and the setup and posting of a job. I built a new component library in collaboration with design and engineering. During closed Beta the new user experience resulted in improved CSAT scores by 26 points.