B2B WEB APPLICATION
Enhancing task management experience
My role
User research, Product design
Timeline
October - December 2024 (3 months)
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Project Overview
mlee needs to increase the user experience for its CRM tool to ensure the recruiters' work efficiency. In order to do so, I:
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Facilitated 10+ contextual inquiries and user interviews with recruiters
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Identified 5+ critical UX issues
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Delivered 3 high-impact UX solutions
Problem
Despite its potential, the CRM platform's design caused unnecessary friction in recruiters' workflows, delaying hiring processes and detracting from the platform's value as a recruitment tool. Key challenges included:
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A cluttered, non-intuitive interface
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Filters and tables that didn't align with recruiters' priorities
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Difficulties in tracking and managing requisitions effectively
Goal
The project focused on enhancing recruiters’ task efficiency and user experience by:
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Redesigning the requisition navigation to optimize usability and scalability
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Simplifying the requisition table to prioritize actionable insights and streamline workflows
mlee partnered with a staffing agency to develop a CRM platform tailored to recruiters. While the platform offered robust search capabilities, its design fell short in usability, creating hurdles for daily workflows. My role in this project was to address these gaps by identifying core usability issues and implementing actionable solutions that empower recruiters to work more efficiently and achieve recruitment success.
Results
13.2%
increased overall recruiters satisfaction
4.8%
Reduction errors in filter usage
Methodology
To deliver a better user experience, I conducted 3 contextual inquiries and user interviews to get a deeper understanding of user workflow and learn about how they navigate the current product. In addition, we leverage competitor analysis to ensure design consistency. And I conducted A/B Testing and usability with 15+ users to ensure usability improvements.

User Research

Problem Identification

Design solutions

User Tests
Current Requisition Page
Users expressed confusion due to unclear button functions and an unnecessarily complex workflow
The requisition page is the backbone of recruiters' daily workflows, helping them manage job postings, track progress, and prioritize tasks. However, they reported frustration because it requires a high learning curve to familiarize themselves with the designs.
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UX problem 01: Inefficient Filter Panel
The filter panel has a confusing design that hinders recruiters from navigating efficiently

Issues
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Lacked scalability, missing opportunity for advanced filters
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Uncertainty and overlapping UI elements causes user errors
Challenges
The varying responsibilities of recruiters result in diverse user workflow and differing filter usage
Solution
A side panel that houses multiple filters for easy access
To ensure the filter layout accommodates everyone’s needs while remaining intuitive and efficient, we conducted A/B testing with 15+ recruiters from different proficiency levels.
Option A
Users prefer filters at the top as it matches their existing habits, making it easier to view and manage applied filters.
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Option B
72% of participants prefer the side panel because it provides a clear focused area
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UX problem 02: Complex Table Layout
Recruiters struggle with irrelevant indicators and complex flow that hinder their efficiency

Issues
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Distracting icons and a cluttered layout
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Inefficient workflow
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Differentiate requisitions
I only check if I have new applicants every day. Even though I don't look or use those icons, I can guess what they are for."
- Recruiter

...I usually email myself a link to that requisition to track and share it."
- Recruiter

Solution
Minimize clutter and simplify the table to enhance access to key indicators
By enhancing the table's functions, I streamline the recruiter's workflow of tracking and managing requisitions:
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Removed redundant icons to declutter the table
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Added Job ID field to minimize user reliance on external tools
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Added a Progress field to simplify user flow in prioritizing requisition

The Progress field displays applicants who have advanced to later stages in the pipeline:
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Helping recruiters prioritize the next steps, such as screening and follow-up
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Benefit the company by encouraging recruiters to push the candidate further close to placement
Final Deliverable
Redesign the Requisition navigation and table layout
The redesign significantly improved recruiter workflows, making the CRM platform more intuitive and efficient. Here’s a look at the transformation:
Before
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It took users 2 clicks to find out the requisition progress
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Users keep track of requisitions by sending themselves a hyperlink
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After
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Visible applicant progress allows users to prioritize tasks with no further clicks
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Users can identify Requisition through job ID
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What I learned
Being a founding designer in an early-stage startup meant navigating plenty of ambiguity—whether it was in stakeholder requirements or the metrics we were tracking. What I would do differently:
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Expand User Testing to include different user persona
Every recruiter had their own unique habits and workflows, making it difficult to create a one-size-fits-all solution. To truly find the best outcome, it became clear that testing with a broader group of participants was necessary to ensure the design met a wider range of needs.
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Leverage Success Metrics to advocate for users and ensure team alignment
For a productivity tool, establishing concrete success metrics from the start not only allows for a clearer measurement of the design’s impact but also indicates business success through efficiency improvements. Aligning these metrics early on can help the team prioritize features that directly contribute to these goals. This approach should be critical in getting stakeholder buy-in, as the metrics provided solid evidence to support user-centric decisions and highlighted the tangible business value of the improvements.