TRR (2020)

Guiding job-seekers

How we created helpful and user-centered content using design methods.

People standing infront of whiteboard

TRR is a personal job coach. They are not looking for people to jump from job to job; they want you to find the career that works best for you and help you blossom into a new version of yourself. TRR achieves this through personalized coaching, guidance and training.

Covid hits the labor market

Our journey started in 2020 when the covid pandemic hit the job market. TRR realized they needed to enable job-seekers with more independence. They already had a pre-existing web application, but it had grown organically, and as a result, it was difficult to navigate. It was also inaccessible, locked behind a login. With more and more job-seekers relying on TRR to reach their career goals, we knew that redesigning the website would increase its efficacy. The other issues identified from our research were:

  • Job-seekers didn’t find the content to be useful
  • Bad website navigation
  • Low use frequency
  • Outdated content
  • No personal approach

Creating guiding content

It's not easy to go through a job loss. With so much uncertainty in the air, you want to know what to do next and how to get back on your feet. The aim of this project was to create a product that helps professionals find work after losing theirs. We wanted to provide the users with a basic guide to help them; a guide that provides easily-digestible resources and enables them to take more control of their own journey. The process went like the following.

1. Sketching the User Story ✍️

We started by examining the current journey for our users together with advisors from TRR whom have experience guiding job-seekers. I facilitated user story mapping sessions together with the advisors to sketch the journey from the point when an individual lost their job, to setting a goal and ultimately reaching it.

2. Research

I interviewed current job-seekers and collected quantitative data from the website itself in order to understand the biggest pain points during the different phases of the job-search process and prioritize what to start with first.

3. Define Jobs

For the next step, I introduced the Jobs-to-be-done method. Job-seekers hire a page to get things done. And the content acts like a tour guide to guide help them accomplish their goals. Through this method we were able to keep focused on what's most important and cut out unnecessary content.

Creating Jobs-to-be-done in Miro
Creating Jobs-to-be-done in Miro.

4. Rapidly build something 🛠

We needed to quickly build something to test our ideas, so we did. I made prototypes which I regularly tested with the target group to evaluate the structure and content. Doing so helped us get feedback and refine with rapid speed.

5. Guiding principles

Based on my user tests and the results, it seemed like users didn’t tend to start from the very beginning when they arrived on a page. Most of them jumped around and only read parts of the pieces that were relevant to their current situation.

They also skipped large parts; they searched for certain keywords to get an overview of what would be covered in further paragraphs. Therefore, I came up with guiding principles for the team. Here are a few examples:

  • Don’t bore the audience. Use active language, and describe exactly what the reader needs to do next and how they can accomplish it.
  • Provide links to additional information on other pages if necessary and make sure the headlines are clear and direct.
  • Links to tie with TRR’s digital tools, to create your resume, do a personality test or search for jobs.
  • Use bullet lists and highlight important information. It makes it much easier for users to scan the content, find what they are looking for and determine if it's valuable to them.

Solution

We have created a guide that step-by-step describes how to create a resume and personal letter, how to adapt these to an application, and tips for when preparing for a job interview. Some of the new components included:

  • In-page links to help the user find the content they are looking for quicker.
  • Highlighted information and tips.
  • Links to tie with TRR’s digital tools, to create your resume, do a personality test or search for jobs.
Anchor links to help readers to quickly find content
Anchor links to help readers to quickly find content

Result

The result of this project has been very positive in two directions: One of the greatest results of this project is improving the independence and control of people who struggle with their job search. It has resulted in a relief of workloads for TRR's advisors, who are now able to focus their time on the individuals who need personal support.

Our second impact was a culture change at TRR. We started to collaborate across functions, using an agile approach to content creation. This taught the team how to use user-centered methods and brought non-designers closer to the users.

About TRR

TRR is a non-profit foundation. They are working with with employment transitions and working life, contributing to learning and mobility within the Swedish labor market. Their activities are aimed at companies in the private labor market, trade union representatives, and company employees. Learn more about TRR.