The FMRT Group 2022
Assessment Management
I was the main designer leading this project in Q3 - Q4 2022 ideating early concepts, presenting regularly to leadership, and delivering final assets for production. I worked with multiple cross-functional teams that included two engineers and leads from Content, Communications, and Product Operations.
Project Summary
Applicants were not completing assessments before their appointments causing frequent rescheduling and delaying wait times.
Instructions sent via email were too condensed and long to read which caused frequent missing assessments. I redesigned the email to reduce eye strain/fatigue and the lack of assessment completion by applicants. This initiative will allow applicants to complete their online assessments in a simple and easy way.
Process Redesign
After meeting with the team leads and engineers, it was decided to it would be more effective to simplify the email with a single-click link that would then direct the applicants to all of their assigned assessments. In addition, the option to start a new assessment would be available, if needed depending on their evaluation type.
The Problem
We’ve heard from applicants that the pre-evaluation assessments were stressful due to the number of assessments to complete but more importantly, the overload of information contained in the assessment email.
Applicants felt overwhelmed and stressed about completing the numerous assessments prior to their evaluation because they were inundated with long lists of instructions. Since they felt overwhelmed, the applicants felt the ___ was requiring too much time and mental calculation, which resulted in failure to complete all assessments.
Business Problem
Because applicants are struggling to complete all assessments for their evaluation, this leads to:
Increased probability that an assessment will not be completed which requires consistent follow-up that allocates the attention and resources of the team.
Delayed, cancelled, or rescheduled appointments that impacts the number of available appointments and therefore, amount of income.
User goal:
We want to empower the applicant to evaluate and complete each assessment without stress, while optimizing usability.
Business goal:
We want to ensure all assessments are completed in a timely manner to minimize costs and increase productivity. The primary metric used will be CA (completed assessments) with a secondary metric of number of follow-up contact.
Design Principles
Concise - Applicants should feel confident when completing assessments with (abbreviated?) instructions.
Extensibility - The solution should be scalable and extensible for future iterations. (Reword)
Agile - Applicants should be able to move seamlessly from one assessment to another.
Assurance - Applicants should feel confident and positive completing assessments during the hiring process
New System
Accountability and improved user flow are the main components focused on in this new system.
Accountability
Tracking - Applicants are able to see their progress without having to reach out to customer service
All-in-one - Having all assessments in one space to complete
Control - Empower users by displaying all tools necessary for assessment completion
User Flow
Pathway - give a clear way to find, start, and complete assessments
De-clutter - Display to-do list and assessments in a simplified, yet clear manner
New Experience
Result
With the redesign, applicants were able to understand how to navigate through assessments and with the addition of the tracking system, were able to see their progress without having to inquire with customer service and/or miss any assessments before their evaluation. Overall, applicants felt confident when taking the assessments due to the simplified lists and tracking system.
Reflections
I would delete the “start a new assignment” section as this crowds the landing page. I thought it was important to keep in the beginning but tests indicated that applicants were slightly confused which section was important. I would also increase the size of the tracking system and include an “in-progress” color indicator. Some feedback about the assessment webpage is that applicants couldn’t accurately determine if they were complete with assessments or if they had some in-progress. In addition, I would give each individual assignment task an indicator color for “complete and in-complete”.