folio profile.png

Background

The goal of the career profile project was to lift and shift of major functionalities to allow employment providers to view their client’s profile information and resumes in the Workforce Australia Online for Providers (WAOP) platform. This functionality had initially remained in the old system upon the initial release of WAOP, and after strong feedback from users asking for profile and resumes in the new system, I was tasked with leading the design for this project in collaboration with business stakeholders and build colleagues.

My Role

I was the Lead User Experience Designer, ****overseeing one User Experience Designer. I led the design strategy throughout the project, did empathy mapping, assisted in customer journey mapping, sketched low-fidelity designs, finalised the high-fidelity prototype, planned and conducted user testing, led synthesis, assisted with the final designs, shared back our design and process with business, and conducted build support.

Design Process

Design thinking framework implementation

Empathise

Review existing feedback and data
Empathy mapping </aside>

Define

Customer journey mapping </aside>

Ideate

How Might We’s
Low-fidelity sketches </aside>

Prototype

High-fidelity prototypes </aside>

Test

User testing </aside>

Implement

Iterate based on user testing feedback
Delivering final design </aside>

Understanding the problem

I reviewed the old designs from the old system, however the old design was outdated. Designs for this functionality in the new system were created by a previous designer, however they had not undergone user testing and were designed in the old design system.

To identify the problem that profile and resumes would serve, I reviewed existing system survey data to uncover the user goals and needs for this functionality.

Gathering and mapping insights

After collecting the feedback from the survey, I conducted affinity mapping with my teammate to synthesise the user needs. We group these by common themes. Afterwards, I conducted empathy mapping with my teammate to visualise the problem.

Affinity mapping insights on a Miro board

Empathy mapping on a Miro board

Defining the journey

Provided the insight to identify the problem, I assisted my teammate with creating a customer journey map of the current state and future state experience for the user. Current state captured their experience currently without profile and resumes in the new system, and the future state captured the high-level journey of the user’s interaction with the functionality in the new system.

I ensured collaboration with the lead business analysts to maintain accuracy to the project scope and existing process flows.

profile user journey.png