institute of human Resource Professionals - ONBOARDING

Project context

Background
Client - The Institute for Human Resource Professionals (IHRP)
Services - Implements national human capital programmes, such as IHRP Certification, Skills Framework for HR and Human Capital Diagnostics Tool (HCDT)
Reach - Professional HR practitioners in Singapore
Partners - Consist of a tripartite of partners: the Ministry of Manpower (MOM), the National Trades Union Congress (NTUC) and Singapore National Employers Federation (SNEF)

Objectives
The objective of this project is to review and redesign a better experience for its members / candidates who are onboarding to become professionals and understanding how to obtain their certification. The project aims to reduce the number of pain points in the current onboarding journey and to offer a more intuitive and enjoyable onboarding journey.

Retailers exiting from the program -- high commission rates and low volume of orders
Increase of 22% in customer complaints about orders that were not fulfilled or canceled by retailers
Complaints about slow delivery (waiting time longer than promised) have risen by 14%
Issue of no-show by the delivery riders increased by 10%.
According to a study by Business Insider, it takes just three seconds for someone to determine whether they like you or not. In an online interaction, the user makes the decision in a similar way during the onboarding process. So it’s important window to showcase your unique features and earn the user’s trust in this first impression.

Process

We followed the Design Thinking process to investigate how HR professionals may want to sign up and register for certifications on their preferences. Letting user research be our guide, we brainstormed and designed multiple solutions. We then tested our ideas via usability tests and developed a high-fidelity interactive prototype based on our findings.

DISCOVER phase

Learned from Uber employees: scheduled ride would be a better use case

We also conducted 3 subject matter expert (SME) interviews with Uber employees to learn about Uber’s business and product goals. These interviews helped us determine scope for the project and to better understand the opportunity for a favorite driver solution. We learned that matching with specific drivers or types of drivers will lead to longer waiting time and higher trip price. Whereas in the Scheduled Ride scenario, riders will wait up to 30 days for the upcoming trips, so it makes more sense for system spending more time matching specific drivers based on riders' preferences in that case.

User Interviews: wants ≠ needs

According to Uber employees' suggestions, we interviewed 8 Uber Premium ridersto collect qualitative information about the rider and driver experiences and to gauge whether riders and drivers had a need that might be met with a favorite driver feature.

user interviews

1. Do you know about IHRP? Are you familiar with their services? How do you access these services?

2. Can you describe your most recent visit to the IHRP website?

3. What are your objectives for visiting the site?

What are the motivations behind those objectives?

4. Is the site helpful in the completion of your objectives?

What did the site do well? do poorly?

How can the site be improved?

Could you go through the onboarding/registration and describe your thoughts as you do it?

6. What does a good onboarding and registration experience mean to you?

7. 8. Do you have anything else you want to share?

3. Can you describe your ideal version of a visit to the site?

Conducting user interviews and affinity diagraming

define phase

Persona Definition

problem definition & how might we statements

IDEATE phase

recommendations

Panda-GO platform concept

A shared mobile foodtruck solution that brings popular food items around different neighborhoods expanding sales opportunities for merchants looking to gain popularity nationwide

Pre-planed locations are announced early on the Foodpanda app and website giving customers time to plan their orders either by self pick-up or rider delivery

A 1KM maximum trip distance makes it possible for riders to have many additional short profitable trips opprtunities

Available for short or long term lease options

build phase

Rider’s Mobile App

P3 - Mobile _ Rider _ Food Delivery _ Meal Prepperz _ Chicken _ Checkout.png

P3 - Mobile _ Rider _ Food Delivery _ Meal Prepperz _ Chicken _ Checkout-1.png

P3 - Mobile _ Rider _ Food Delivery _ Meal Prepperz _ Chicken _ Checkout-2.png

P3 - Mobile _ Rider _ Food Delivery _ Meal Prepperz _ Chicken _ Checkout-3.png

P3 - Mobile _ Rider _ Food Delivery _ Meal Prepperz _ Chicken _ Checkout-4.png

P3 - Mobile _ Rider _ Food Delivery _ Meal Prepperz _ Chicken _ Checkout-5.png

P3 - Mobile _ Rider _ Food Delivery _ Meal Prepperz _ Chicken _ Checkout-6.png

usability test

The riders were happy to see that its possible to complete more short trip deliveries on the Panda-Go program.
The riders noticed that with flexibility that Panda - Go gives them, they can earn more if they want to in short bursts.
They expressed “ I think the itemised photo checklist to be a little tedious but they think it may be worthwhile if it reduces the possiblity of me facing unhappy customers.”
The riders found that if there are occasions that they were unavoidably late, they predict that customers won’t be too upset because they were playing and winning prizes on the FoodPanda game.

conclusion

It was an enriching experience for the team to go through a complete UX project. we utilised the different UX tools learned for the different stages of the design process of EDIPT - (Explore, Define, Ideate, Prototype & Test) to lead us to our user insights and to our final outcome & solutions.