Indeed employer hierarchy
Problem
Large and complex clients could not structure their organization on Indeed in a way that matched how they hire, our client success team was burdened with administrative tasks impossible for these clients to self-serve, and Indeed was missing out on potential revenue because these clients could not see or control how they were spending effectively.
Process
I conducted research, partnered with my PM to influence other teams to prioritize integration with our platform, and balanced business needs with user needs to account for experiences across products while designing this platform.
Impact
Every client surveyed indicated the platform improved their navigation and organizational visibility on Indeed and case studies of clients using the system indicated potential revenue increases of up to 356%.
.jpg)
Background
Indeed was initially designed to work for small businesses: a single location and often just a single person hiring team. Use of Indeed’s platform expanded faster than the data model kept up, resulting in large organizations having 100s or 1000s of company accounts with no connection to each other. Talent acquisition leaders of these organizations had minimal knowledge of how many users they had on Indeed, what they were doing, or how much they were spending. On top of this, multiple partial solutions had been implemented, one solving a single problem for agencies, another solving a single problem for franchises…I set out to figure out how we could provide a single solution for all of this: a platform to connect company accounts for large and complex organizations, and consolidate the disparate partial solutions that already existed.
Internal and external research
I collaborated with a Senior UX Researcher to plan and facilitate an ideation session with our client success team and document the learnings. In the absence of continued research support, I conducted research with clients myself. I wrote a research plan, created multiple interactive prototypes customized for clients to improve external validity, moderated sessions, and documented and presented findings in a readout.
Synthesis and execution
I conducted a heuristic evaluation of current systems and combined that with the research findings to document user experience issues that the new system would enhance or replace, and outline proposals for solving those issues. I partnered with my PM to define the vision for the product and outline workflows we needed to support I went through many design iterations, defined how to migrate clients from 2 existing systems to the new platform in a way that minimized user disruption and manual intervention, and outlined an MVP design that included updates to several existing experiences and a couple new pages and workflows.
Cross-team collaboration
I partnered with my PM to create a thorough resource about the platform and share user needs and secure commitments with key teams we needed integrations from to deliver a true MVP experience. I also provided in-depth guidance and feedback to designers working on experiences to integrate their products with our platform. To streamline communication and understanding for teams integrating with our platform and teams that owned systems ours was replacing, I created a proposal for an integration timeline for these teams, visually representing UX changes at each stage to ground previously abstract discussions.
Outcomes and impact
Clients using the old systems were migrated to the new system and other types of clients who never had the option to use functionality like this before could do so. The new experience enables clients to create and manage up to 7 levels of an organization and add users high up in the hierarchy with access that inherits automatically down. It also allows users to see spend data and unpaid invoices for their entire organization, eliminating the need for the client success team to provide them with that data. Over 2,000 clients were using the new platform a year after launch.
.jpg)
Enabling other experiences
This employer hierarchy platform enabled other product teams at Indeed to build experiences that leverage the platform. The two integrations most requested by users were analytics and billing. The designs below were designed by 2 other designers on those teams, but they would not have been possible without my work designing the platform and system as a whole.
