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B2B WEB APPLICATION

Enhancing task management experience 

My role

User research, Product design

Timeline
October - December 2024 (3 months)
CRM(Thumbnail).png

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:

  • Facilitated 10+ contextual inquiries and user interviews with recruiters

  • Identified 5+ critical UX issues

  • 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:

  • A cluttered, non-intuitive interface

  • Filters and tables that didn't align with recruiters' priorities

  • Difficulties in tracking and managing requisitions effectively

Goal

The project focused on enhancing recruiters’ task efficiency and user experience by:

  • Redesigning the requisition navigation to optimize usability and scalability

  • 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.

Market research.png
User Research
Problem.png
Problem Identification
Design.png
Design solutions
User Test.png
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.

Requisition(Before).png

UX problem 01: Inefficient Filter Panel

The filter panel has a confusing design that hinders recruiters from navigating efficiently

UXproblem1-InefficientFiltersPanel_edited.png

Issues

  • Lacked scalability, missing opportunity for advanced filters

  • 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.

Req_filter(Top).png

Option B

72% of participants prefer the side panel because it provides a clear focused area

Req_filter(Side).png

UX problem 02: Complex Table Layout

Recruiters struggle with irrelevant indicators and complex flow that hinder their efficiency

UXproblem2-ComplexTable_edited.png

​Issues

  • Distracting icons and a cluttered layout

  • Inefficient workflow

  • 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

Quotation mark.png

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

- Recruiter

Quotation mark.png
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:

  • Removed redundant icons to declutter the table

  • Added Job ID field to minimize user reliance on external tools

  • Added a Progress field to simplify user flow in prioritizing requisition

Req Table.png

The Progress field displays applicants who have advanced to later stages in the pipeline:

  • Helping recruiters prioritize the next steps, such as screening and follow-up

  • 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

  • It took users 2 clicks to find out the requisition progress

  • Users keep track of requisitions by sending themselves a hyperlink 

Requisition_Before.png

After

  • Visible applicant progress allows users to prioritize tasks with no further clicks

  • Users can identify Requisition through job ID

Requisition_After.png

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:
 

  • 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.

  • 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.

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