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Self serve job verification methods
Designed for trust & safety of candidates to reduce friction in authenticity of company and recruiters.
Project goal
The main aim of this project was to optimize the end to end experience of verification methods i.e
To minimize human decision making for verification
To validate the authenticity of employers/company and improve trust and safety to candidates and employers.
To make (UR involvement) only in fall back cases where the system verification is not feasible.
To build robust solutions to downstream future scope of the platform.
Solution
We made whole verification process into an easy consumable approach for users. We were able to reduce drop-off rates, complaints rates and showing the right value to users during the process by:
Providing important information upfront to build trust.
Minimising human decision by using standard markers & system verification to validate the authenticity
Rethinking the underlying system logic to be more user centric.
How we solved this problem
To kickoff the project, We took some time out to understand how the current verification process is working along with the Ux audit of current system and user journey. Once we understand the questions, concerns and journey flow, we started working on ideas that could help us build the better experience.
Project overview
At Apna, current verification methods are not robust & there are no accurate indicators to validate authenticity of Company, Individual or Individual’s association with a particular company. Trust & Safety is of paramount importance for us due to which it becoming difficult to handle Trust and safety issues like abusing from certain employers, data sanity for internal checks. We identified pain points, goals and built a system to prescribe verification methods that are most suitable depending on the attributes of the recruiter/job and do self serve verification based on different methods to validate the authenticity.
Role
As a product designer, I was responsible from conceptualisation to release. I have defined ux strategy for the long term divided on multiple releases, built design specs and visual language for both desktop and mobile.
Stakeholder
Cross platform team of 20+ stakeholders including designer, product managers, engineers, content strategist, business, legal, verification and executives.
Timeline
Feb 2022 - Apr 2022
Design principles
We laid down some principles based on findings and we structured the entire design to guide our design decisions.
Better options
Use information already provided by the user to surface better options at the right moment.
One main action per screen
The design should not confuse the user.
Actionable
It should push the user to complete the flow.
Quick and easy
The process should be fast and simple. Allow users to consume information seamlessly.
Delivering the best experience from anywhere
Complete your verification even when you are away from your desk to start your hiring process. With apnaHire mobile responsive experience, you can seamlessly perform your activities even when you are remote
As we have 40% of user base from mobile, we have designed mobile with relevant suitable experience
Analytics & Outcome
After identifying the targeted success metrics and setting up key trackers in the interface, we have launched the redesign of the self serve verification methods to all our customers which had a really positive impact since we launched it. We have successfully touched all of the metrics we'd set ourselves, and also received great feedback from our customers and our internal team about how this was helping them.
Improved job activation
rate by
+20%
Reduced fraudalent
clients by
60%
Cuts the manual doc
collection process by
95%
Reduced job activation
time from approx 24hrs to
<30 mins
Learnings, feedback and growth
The project gave me great opportunity to collaborate with multiple cross teams to understand the opportunities we can catch up to build good experience for users. I had the opportunity of learning different set of tech capabilities that we can use to make the process smooth.
During initial brainstorming we have drawn lot of ideas and we versioned it out into different phases of releases. It was great to hear from our internal representative team that it made their day to day process much easier.
🎉
Problem statement
How might we improve recruiter verification flow to make the whole process robust that is:
Smooth, self-serve verification experience to the recruiters, without compromising the activation rate and time to activation.
Blocking fraudulent or non-desired(unregistered companies) recruiters.
Keeping it modular
We decided to split the overall process into different steps so that it will be easy to identify and prescribe right verification methods based on attributes and users can consume the information easily.
Reducing decision fatigue
Good defaults could avoid decision fatigue and reduce cognitive load of users. Using existing data we came to the decision to show most used document preselected upfront and user can change it by clicking dropdown.
Keeping it modular
We decided to split the overall process into different steps so that it will be easy to identify and prescribe right verification methods based on attributes and users can consume the information easily.
Reducing decision fatigue
Good defaults could avoid decision fatigue and reduce cognitive load of users. Using existing data we came to the decision to show most used document preselected upfront and user can change it by clicking dropdown.
Streamlining user focus
The existing experience on half overlay modal having distraction to not focus on what they needed to be doing in the moment to complete the journey smoothly creating a very poor interaction experience. We decided to clear away all of these distractions by moving to a full screen overlays. This allowed the user to focus on only what they needed to be doing in the moment and allowed us to be able to better present options and assistance to them as there was more screen real-estate available.
Building user trust
It’s always difficult to convince users that the information collected for verification is not for a personal use. We decide to solve this problem by providing relevant information and social proof.
Providing necessary support
Every user is not an expert in interacting with systems ad they may need assistance at some point. To solve this problem, we have provided other channels i.e live chat and calls for users to connect with our representatives.
Whitelisted companies
Verify with work email
We suggest right verification based on user attributes. If user is posting for whitelisted domain organisation, then the individual was able to confirm their work email to confirm their identity.
Here’s how we do it
Non-Whitelisted companies
Verify with three simple steps
Step 1
Start your verification and click on “I don’t have a company email id to verify through other process
Step 2
Choose any one document and enter the document number you want to verify.
Step 3
Verify your personal identity instantly by entering your Aadhaar number. Use your OTP sent to your linked mobile number to verify.
You can verify your personal identity using other documents like PAN number and driving license.
CIN number
Company PAN Card
Shop and Establishment license
FSSAI certificate
Udhyog Aadhaar
Consultants
Mandate collection
A mandate is a authorisation that consultant recruiter is allowed to post job on behalf of their clients. This will ensure right authenticity to reduce fraud prevention against fake recruiter posting jobs for wrong companies.