Redesigning the registration flow and onboarding to solve retention

About

Kalibrr was founded to revolutionize the way candidates find careers and companies hire talent. The company believes that recruitment is the business of people, not transactions. And my role was to help improve the platform during its early stages.

Problem

Testing Kalibrr plus analytics data led us to discover a major problem — the implementation of their user onboarding. 80% of the applicants have incomplete or inappropriate (for job-seeking) profiles and thus not suitable for job applications.

Research

To begin our analysis, we conducted tests with the platform on all browsers and devices. What we did was to get to know the pain points as a user as much as possible and map out the actual data flows that happen. After going through the testing, we discovered that not only some elements are bugged, the overflow experience leaves the user confused in the platform.

To verify our hypothesis, we invited a class of young students to use our platform. We asked our testers to speak out loud their thoughts while we observed how they used Kalibrr.

In this testing, we found out that:

- Our users are not always computer-literate
- The registration form is long and time-consuming
- The registration form is not engaging
- The onboarding adds to this time-consuming process

Pain points – There is so much information needed to fill in, that the registration takes longer than expected.

Analysis

We created a lot of flow diagrams, considering each process very carefully. We asked ourselves, how could we create a usable and delightful product for the users? How would it actually translate to the product design? Considering the feature sets we decided on, what will be the best way to design them?

Design Decisions

Conversational UI

By switching the interface into a human form of communication as if a human were to have a normal conversation with another person, we are engaging with our users, motivating them to complete certain tasks. It also makes the overall experience relaxed and fun.

Guided Onboarding

Instead of telling the users what they should do, which made them feel uneasy, we broke down the onboarding steps into interactive tasks that the user will complete. This way, Kalibrr’s users didn’t feel lost and confused as they navigate through the website. A status reminder keeps them informed until they have completed the onboarding.

Reflections

Kalibrr was still in beta when I worked on this project. But I believe this project has helped many people, not only the complaining employers but also those job seekers who were confused about the platform. Now, Kalibrr has grown bigger and has partnered with top companies in the Philippines to provide jobs to many Filipinos.

Working in Kalibrr, I learned the importance of the user’s opinions on the product. I felt a lot more confident in sketching out multiple ideas in a short amount of time to try to find the best solutions. I also gained more experience with many of the processes of UX including synthesizing research, storyboarding, prototyping, and usability testing.