Gathering information
I conducted multiple interviews and walk through sessions with the marketing, customer experience, strategy and customer care teams.
The hirer (employer) journey map was created to help visualise and consolidate an end-to-end user experience focused journey map of a recruitment process, from discovery to hiring and re-engagement.
An extension of SEEK, SEEK Asia combines the two giants in job portal brands, jobsDB and JobStreet, under one roof and helps improve the lives of millions across Asia through comprehensive platforms.
I joined SEEK Asia as a product designer in 2017. I support design across every aspect of our business on the Hirer (employer) space and am responsible for leading UX and UI across key parts of the Hirer (employer) side of the platform.
The customer journey mapping project started back in 2018 when I realised that there are several versions of the customer journey map that was done by different teams (i.e. marketing, strategy, customer experience, etc) of the organisation. What lacking was a unified journey map that is user-centric that could tease out and cover empathy and emotional aspects of the user journey.
"Mapping the hirer's recruitment journey based on the existing researches and consolidation of all the other existing journeys created by different part of the organisations."
I conducted multiple interviews and walk through sessions with the marketing, customer experience, strategy and customer care teams.
Based on the above information and interviews I started the creation of the journey map, using a Miro board.
I teased out the different stages, steps and touchpoints of the journey to create a user experience focused journey map.
After sharing the first draft of the journey wit the design and product team and getting their feedback, I worked on the second draft to further iterate the journey map.
The work on the journey map has been continuing as we have been learning more about the user. This journey map has become a major pint of reference within the organisation and been used by many different teams to better understand our customers' journey and pain-points.
Miro is a collaborative whiteboard platform for distributed teams that I use prominently in my day-to-day work.
At the same time that I was working on the customer journey map, Miro interviewed with the SEEK Asia's design team to learn more about how SEEK Asia is building services for a booming job market by using collaboration tools to help the team address multiple challenges like working remotely and establishing communication in a merged company with two distinctive cultures.
Later on, Miro added a Customer Journey Map template to their boards that was inspired by my work in SEEK Aisa.
