Digital Candidate Experience
Credit Suisse
Service design & strategy
Service Designer
10 months
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The Digital Candidate experience project set out to identify areas of the Credit Suisse candidate user journey globally that cause pain and issues for the candidates, and that therefore provide Credit Suisse with the opportunity to improve. What resulted was a vision of recommendations. A proposed strategy of how to realise those recommendations. What resulted was a host of small to large initiatives that to this day are being worked on based off this body of work.
Overview
Service Blueprint
Activity
One of the activities was to create the Service Blueprint of the end to end service for candidates, recruiters, HR and Hiring managers. This was created from interviews, and a large survey. We also created it from internal documents, conversations based on the internal processes and workflow.
Research
Current vs Future experience
Activity
As the Blueprint was so detailed we created a story board to capture the essence of what we had learned from the blueprint. To better communicate with stakeholders. To accompany this we also later developed the future experience based on our recommendations to sit next to the current one for comparison.
Current experience
Activity
As part of the final deliverables we produced a report bringing together the story board based off the blueprint, the pain points we discovered from our user research, qualitative data in the form of quotes and quantitative data from the survey to produce an evidence based conclusion to our findings which was the basis for our vision.
