The FMRT Group 2023
FAQ Page
Project Summary
Applicants were not completing assessments before their appointments causing frequent rescheduling and delaying waiting times.
Instructions were too long to read and condensed which was causing frequent missing assessments. Redesigned the email and webpage to reduce the lack of assessment completion by applicants and eyestrain/fatigue. This initiative will allow applicants to complete their online assessments in a simple and easy way.
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.
Metrics: 9 offices ; On average 33% of applicants had to be contacted because of missing assessments prior to evaluation ; on average 25% of those applicants failed to bring completed form on evaluation day
On average, 30 calls per day regarding assessment progress (~2 min each = one hour lost for the company)
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 _______. The primary metric used will be CA (completed assessments) with a secondary metric of
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
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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
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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.