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Enabling youngsters to apply for work
Expanding Youngster.co, one step at a time
Client
Youngster.co
Tools
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Figma
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Miro
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Google forms
Team
Team of 2
Role
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UX research
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UX design
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UX writing
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Project management
Duration
3 weeks
My contributions
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Performed a heuristic evaluation
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Conducted interviews
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Synthesised findings
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Created customer journey maps
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Created user flows and task flows
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Designed forms
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Wrote content
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Initial sketching
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Iterated wireframes
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Prototyping
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Conducted usability tests
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Managed multiple client expectations
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Presented handover documentation
Summary
The brief
Youngster.co match young people (youngsters) with seniors who require personalised support with technology.
After prioritising the client’s needs and wants, our task was to streamline the application, verification and approval processes, so that the business can onboard youngsters autonomously.
The solution
We improved the overall process by repositioning components in the processes. This created a more intuitive experience for youngsters applying for work.
Following this, we redesigned the interface, taking a mobile-first responsive web approach based on user needs and wants.
The research
We conducted 3 user interviews, learning from youngsters who previously went through the processes.
From our evaluation of the existing processes and user interviews, we determined that youngsters had difficulty uploading verification documents and difficulty navigating through the process.
Next steps
We documented our thoughts and provided Youngster.co with resources to continue our work.
We recommend conducting more usability tests on the new process as well as conducting more user interviews to understand youngster’s needs and wants on the dashboard.
The problem
The overall process for applying, providing necessary documentation and receiving confirmation of being accepted was convoluted and not supported by clear instructions.
This accounted for the difficulties youngsters had when completing the processes, which caused unnecessary interaction between youngsters and the business owners.
Reflection
We have to prioritise based on balancing client and user needs, and sell them on our prioritises.
Make assumptions when you need to, but validate them ASAP.
You won’t know if your design is right until you test users, so test early and often before it’s too late.
Full case study
Overview
Youngster.co offer personalised technology support to seniors, taught by young people (youngsters). They aim to combat the technological gap in seniors whilst providing life skills to youngsters.
In this client project, my team and I streamlined the application, verification and approval processes. We took a mobile-first, responsive web approach based on user preferences.
The challenge
Youngster.co presented three ideas that would help facilitate expansion of the business. In a 3-week sprint, we had to prioritise one idea and justify our decision to the clients.
Based on what we had prioritised, our challenge was to streamline the application, verification and approval processes so that the business can onboard youngsters autonomously.
Our hypothesis
The overall process for applying, providing necessary documentation and receiving confirmation of being accepted was convoluted and not supported by clear instructions.
This accounted for the difficulties youngsters had when completing the process. Thus, leading to unnecessary contact with the business owners and more work.
The business goals
More time spent on business development
Less time spent on administration
How we prioritised
The three initial ideas
Youngster.co presented three ideas that would accomplish their goals.
Improve the application, verification and approval processes which require the business owner’s involvement
Enable experienced youngsters to take on responsibilities that the business owner’s currently perform
Enable youngsters to help seniors in one-on-one environments to help Youngster.co expand
The priority
We prioritised the application, verification and approval processes as these processes are early touch points for users.
Our reasoning
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Poor user experience reflects negatively on the brand
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If users have early negative experiences, they are more likely to dropout
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Improving these processes will reduce the business owner’s involvement early on, allowing them to focus on business development
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Seamless processes reflect legitimacy, professionalism and organisation, which is expected from employers
The research
We conducted 3 user interviews, learning from users who had previously completed the process.
What frustrated youngsters?
How we pinpointed the frustrations
From our evaluation of the existing processes and user interviews, we identified key barriers to entry.
The placement of the verification form during sign-up created a lengthy sign-up process
Lack of transparency regarding why youngsters needed to provide certain documentation caused uncertainty during the application process
Customer Journey Map
The ‘quick win’
We created two ‘quick wins’ for youngsters through our new processes.
Changing the process
Existing process
Youngsters undergo a lengthy process before gaining access to the dashboard. They must provide their email and password, personal information, verification documents, and then await approval before accessing the dashboard.
New process
We separated the initial application and final verification processes. When youngsters complete the first step of the process (creating an account), they are immediately given restricted access to the dashboard (receiving instant gratification), and can then provide the required documentation.
Whilst awaiting approval, youngsters can learn more about the job and the platform via the dashboard.
Register expression of interest by creating an account
Gain access to the dashboard to better understand the job and the platform
Complete verification process by providing required documentation
User Flow & Task Flow (existing and new)
Provide detailed instructions on how to complete the verification process
Navigational instructions through the form
Reminder of required documentation
Link opens the police check form in a new browser
Youngsters really do prefer mobile
It may be counter-intuitive, but youngsters prefer to apply for and submit documents such as a police check via their smartphone.
Designing and testing the solution
We redesigned the initial application, verification and approval processes, receiving feedback from 5 usability tests, and additional design critique.
What about the language?
We wrote copy on every screen. However, we learnt that our language was too professional, so we revised the wording to cater towards youngsters.
Significant changes in the forms
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Added a social login option during sign-up to cater towards the users
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Added a compulsory skillset step in the verification form to help Youngster.co vet youngsters based on their technological capabilities. This also provides valuable information for marketing campaigns
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Repositioned the bank details and ABN steps in the verification form to the account section in the dashboard
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Created a more user-friendly dashboard
Before​
After
Before​
After
The solution
We improved the overall convoluted process by repositioning components in the processes. This created a more intuitive experience for youngsters applying for work.
Following this, we redesigned the interface, taking a mobile-first responsive web approach based on user wants and needs.
How did we meet the business goals?
We provided details instructions to help youngsters complete the verification process independently. This reduces the need for the business owner's intervention, allowing more time for business development.
We went above and beyond with additional screens
We went above and beyond, creating additional screens for use once youngsters have been accepted to work.
Post-approval home page
Personalised work page
Account page
Handing it back over to Youngster.co
Documentation and Handover
We documented our thoughts and provided Youngster.co with resources to continue our work.
Measuring success
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Conduct usability tests on new youngsters to assess any frustrations during the new application, verification and approval processes
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Track analytics to measure dropout rates and identify pain points
Lessons learnt
We aren’t superheroes, we can’t solve every problem at once
Make assumptions when you need to, but validate them ASAP
Choose your words wisely
Clients often have numerous problems, but sometimes it is difficult for them to prioritise. We have to help the client to prioritise based on their needs as well as the needs of the users.
Users were only available for interviews in the second week of the 3-week sprint, so we made assumptions based on our evaluation of the existing processes and validated these assumptions afterwards.
The words we use help to define the personality of the product. When content writing, you have to remember who your user is.
Conduct regular usability tests
You won’t know if your design is right or wrong until you test users, so test early and often before it’s too late.
Next steps
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Conduct user interviews to understand youngster’s needs and wants on the dashboard
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Re-assess the forms of identification required to make the verification process easier for youngsters
