Client
A leading technology company that provides talent management solutions to the health care industry in the United States.
Business Needs
The client observed that their prospective users had to spend considerable amount of time in filling tedious and lengthy forms while applying for jobs. They were looking for a solution where the forms are inevitable, but the way users interact with the forms could be made more intuitive and human friendly.
01Discover
We had workshops with account team to get an understanding on how our clients were offering recruitment services to their customers. We observed how their customers used the recruiting application and noticed that they had to type in a lot of information as the forms were lengthy.
Persona
To understand the users better, we conducted brief user research and collected information on user’s demographics, motivations, frustrations, and goals. We identified 4 distinct personas who were frequent users of the application.
02Define
We brainstormed on several ideas to make the interface more usable and intuitive, and concluded that conversational interface was the best fit. Cognitive AI enabled interacting with systems in the most natural way. The new interface would let users talk to a virtual assistant who does most of the tasks for them.
Use Cases
To materialize this idea of conversational UI, we created a set of scenarios where the virtual assistant could do some tasks for the user. This activity confirmed that our approach yielded a natural and quicker way of doing tasks. Also, it reduced the human intervention behind phone calls or emails.
- Registered workers can view the available shifts and request-for-shift with the agency
- New workers can apply online and by phone for the agency
- New and registered workers can ask for help from agency
- Users can raise support tickets on portals with the support team
Dialogue Sheet
We created a dialogue design document that contained all the conversations the bot can have with a user along with error responses.
03Design
We designed the chatbot experience and gave it a persona by naming it HIA. Users can have natural conversation with HIA. They can also use voice as an input mechanism instead of typing.
We also included “recognition vs recall” UX method where user can click on available options instead of recalling their answer and typing in.
