Robert Half Direct

People just want to do things themselves. Research showed us all the different ways customers wanted to engage with Robert Half and we discovered they wanted to work with people when they had to but help themselves whenever they could.

After a lot of research and evaluating the business, we determined to invest in a self-help process that allowed job seekers and businesses to connect with each other as we simply helped facilitate that process in an intuitive yet robust experience we called Robert Half Direct.

Customer Journey map

We set out to really understand our main customer archetypes via persona research, interviews, surveys and focus groups to chart out how and when customers wanted/needed to engage with us. After seeing several ways we were getting in our own way and causing more anxiety for our customers, we took a step back and asked how we could make things easier.

Experience Architecture

I had to explore and design every action a user would have to take from creating a new profile, entering in their information, finding jobs and applying for ones that were a good fit. We also tracked their process through interviewing and accepting jobs as well as allowing them to tailor their search results to focus on only those roles that matched their preferences. I worked with IT to understand what user data could be stored, and any display constraints of our platform. The end result was a complex series of screens that walked through each step of both new and returning users in their hunt to find the perfect job.

Prototyping The User Experience

Prototyped in XD, we allowed various stakeholders to test the flow and functionality proposed prior to investing the time and money necessary for the full development process. This also helped keep IT in sync with design decisions as they had a clear framework for interaction, layout and user flows. In this prototype, users could perform these key functions:

• Log In

• Update profile

• Add/review work experience

• Add/review education

• Edit their Job Seeker summary

• Refine their job search criteria for better matches

• Modify their preferences to find jobs

• View their profile activity

Clicking anywhere in the prototype will highlight hotspots that help you navigate through the experience.

A new business model born from digital transformation

Although no longer a traditional brick & morter business, Robert Half was still finding ways to move from traditional methods of conducting business into faster, cheaper and more effective ways to digitally compete with those that didn’t have the same legacy systems and processes in place. Robert Half Direct quickly became the preferred method for Job Seekers and Business to connect, allowing Robert Half to not just compete, but lead the way in a fully-digital business model putting their customers in control of their own success.