Job search and candidate experience

Product & Experience Design

Context

The product side of Uber underwent a massive redesign in 2018. Uber Careers needed to match the product refresh. Our team was one of many that assisted in this process. We focused on the overall candidate experience.

Problem

Apart from matching the product redesign, Uber Careers had usability and messaging issues. There was friction in the overall candidate experience and hiring rates were low due to a negative brand perception.

Goal

The Employer Brand and Marketing Team’s goal was to increase hiring rates, improve brand perception, and reduce friction in the candidate experience process.

Timeframe

Nov 2018 – Aug 2019

My Role

Research and Prototyping

Platforms

Web & Mobile

Industry

Tech & Rideshare

Outcomes & Results

Through our prototype testing methods we found that candidates had a 44% better perception of the brand overall. Our skimmability feature saved 35% of total time while browsing through multiple jobs and 55% of users indicated better transparency and a better understanding about the hiring process.

Our prototypes for job descriptions didn’t get deployed but our comprehensive internal and external research and competitive analysis was used to influence marketing decisions for the talent brand.

keep scrolling to see the design process

  • User Groups

  • Candidate Journey

  • Journey Breakdown

  • Competitor Analysis

Understanding how to position the brand

We wanted to understand what went into the decision to apply to a company and work there for people at different points in their careers. We also looked into how our competitors marketed themselves to understand if there was a gap in the market that we could fill.

Methods

Usability Studies

Individual Interviews

Focus Groups

Clickstream Analysis

Sample Size

40 participants

50 competitors

140 internal jobs

User Groups

Students & Entry Level

Experienced Hires

Changing Careers


Tools Used

Google Analytics

Google Sheets

92%

92% of candidates felt left in the dark after they submitted a job application.

Call for

Transparency

73%

73% of candidates felt inconsistencies across job descriptions created a time-sink in their lives.

Call for

Consistency

95%

95% of candidates had a negative perception of the brand due to past lawsuits.

Call for

Accountability

62%

62% of candidates felt there was a toxic work environment at Uber.

Call for

Trust

Turning research insights into reality

Uber Careers Re-brand

Insight

The careers page was outdated and needed a refresh to match the product rebrand and to indicate a change in company culture.

Solution

Highlight how Uber is “moving forward” from past leadership and generate excitement about existing and upcoming initiatives

Results

22% of users indicated an increased interest to proceed to job listings from the careers page (from prototype testing sessions).

Improving Brand Perception – Moving Forward

There was a reduction in the number of candidates applying due to a negative perception of Uber’s culture. Our goal was to embody Uber’s motto of Moving Forward across the website in small yet meaningful ways.

Transparency in the process

Insight

Candidates felt left in the dark after they submitted an application.

Solution

Application tracking system with real time updates about progress.

Results

55% of users indicated a better understanding about the process (from prototype testing sessions).

Consistency and ease of use

Insight

Candidates felt inconsistencies across job descriptions created a time-sink.

Solution

Surface crucial information in a skim-able and consistent format along with a video job description made by the team.

Results

35% of total time saved while browsing through multiple jobs (from prototype testing sessions).

Insight

Candidates indicated that it was challenging to clearly understand requirements & qualifications for a job

Solution

Toggle lists with clear headlines and bullets to reduce cognitive overhead.

Results

15% of users indicated improved skimm-ability (from prototype testing sessions).

Putting candidates first

Insight

Candidates didn’t feel supported in the job search process.

Solution

Offering resources within each job description to help create an environment where the applicant can feel heard and is set up for success.

Results

20% of users indicated a better supported during the job search process (from prototype testing sessions).

Building trust

Insight

There was a lack of trust in Uber as an employer. Candidates felt that Uber had a toxic work environment.

Solution

To build back trust we wanted candidates to know exactly what type of role and company they were applying to. Clearly defining the recruitment timeline, perks, as well as team culture up front sets the tone from the get go.


We wanted to be transparent in our values and our offerings. Showcasing each roles unique offering on their respective job description helps push the narrative of Uber’s changing culture embodying the new motto of “Moving Forward”.

Results

44% of users indicated a better perception of the brand overall. (from prototype testing sessions).

Key Learnings

Matching business needs and user needs

It’s a delicate balance trying to ensure your user needs align with the business goals and budget. Through this project I learned the importance of being able to sell your ideas to management and present metrics that management cares about.

Implementation infrastructure

Your design work is useless if there’s no effective plan to implement internal process changes that support your work. Bringing teams and stakeholders on board requires a lot of internal networking and slide decks.

Quality over quantity for research

When time is up against you and management says there’s no time for research, you need to focus all your energy on the quality of research over the quantity of the sample size.

Outcomes

Through our prototype testing methods we found that candidates had a 44% better perception of the brand overall. Our skimmability feature saved 35% of total time while browsing through multiple jobs and 55% of users indicated better transparency and a better understanding about the hiring process.

Our prototypes for job descriptions didn’t get deployed but our comprehensive internal and external research and competitive analysis was used to influence marketing decisions for the talent brand.

Where I lent a hand

Talent Branding: LinkedIn cover photos for the recruiting team

Communication Design: decks and email marketing for the recruiting team (note: this is before the re-brand)

Event design: created assets for Abby x Uber as well as Product Team events

Let’s build thoughtful interactions for people together, let’s chat.