Supplemental Health Care provides staffing services that connect healthcare professionals with opportunities to fulfill their life purpose.
Supplemental Health Care Overview
Supplemental Health Care (SHC) was experiencing several challenges with its job application system — a vital part of its staffing business. Users struggled to complete the confusing and lengthy application, impacting the pool of talent that SHC could offer its healthcare clients.
UX Team was hired to re-imagine the entire SHC job application User Experience from the ground up to dramatically reduce the time to complete the job application while increasing the quality of data provided by applicants.
Increase completion rate
Boost completion rates by adding progress indicators and simplifying tasks. Offer guidance and reduce unnecessary steps, focusing users on essential actions.
Simplify the application
Simplify the app through clear navigation and concise instructions. Maintain consistency and prioritize user-friendly features to enhance usability.
Minimize user workload
Minimize user workload by anticipating user needs, reducing manual inputs, and providing context-aware functionalities for a smoother experience.
- Reduce the time it takes to complete the application
- Reduce the number of user errors
- Increase the quality of data
- Teamwork sessions with stakeholders
- UX audit
- Competitive analysis
- User shadowing and interviews
- Card sort study
Users were overwhelmed by the amount of text on each screen, so we dramatically reduced the overall volume of text used on each screen.
Use clear error messages placed underneath the form fields
A lot of the error messages did not tell the user what was wrong with what they entered. Many also thought the error message pertained to the field below the field with the error because it was placed inside the text field rather than below it, which made it appear like an error tooltip.
Am I done?
After finishing the application, users had no indication they were done, so we designed a new completion screen congratulating them and telling them what happens next.
Chunking data entry into smaller, simpler tasks
We incorporated a linear progression by grouping related content and splitting the form into smaller, more manageable steps. Doing so benefits the user by reducing cognitive load, eliminating distractions, and improving efficiency.
Since creating an easier navigation system was a top priority, we performed a card sort study to help us learn how users would logically group topics. The results depicted in a similarity grid helped drive our design decisions based on evidence rather than opinions.
Usability testing with the target audience
Understanding how real users interact with a design from start to finish is essential to identify any issues before going into development. We monitored and recorded participants creating an account, completing the job application, and completing the post-job application tasks needed to achieve a 100% profile strength. Their responses helped validate our design and provided valuable feedback we needed to make a few refinements.
When one tool doesn’t provide value, find another
Utilizing FullStory to gather quantitative and qualitative data was immensely helpful as a substitute for Google Analytics. We uncovered a lot of pain points we may not have discovered otherwise.
Involve real users when designing a user experience
Seems obvious but too often we see designs that are developed without ever involving the actual end-users in the design process. After all, we are not designing the experience for ourselves, we are designing it for the users.