Minds at Work
2022
Designed an intuitive omnichannel platform to support job seekers in managing financial and emotional stability, fostering a healthier transition into the workforce.
Role
Product Designer & Researcher
Team
Serena Huang & Arisha Sahay
Duration
Aug 2022- Nov 2022 (3 months)
Deliver a digital design solution within the lifestyle and leisure context
In today's professional landscape, navigating the transition to employment is increasingly complex for first-time entrants, impacting both financial and emotional well-being. The competitive job market raises uncertainties, leading to dissatisfaction and potential burnout, significantly affecting mental health. Recent graduates, experiencing exhaustion and anxiety during the college-to-career shift, face additional challenges. Mental health expert Ian Hickie highlights the urgent need for workplaces to prioritise fostering supportive cultural environments, citing incidents like a former EY employee's tragic suicide as a stark reminder.
The challenge
My contributions
As an Interaction Designer, I led the creation of "Minds at Work," an omnichannel platform addressing Lifestyle & Leisure challenges. Our Team’s digital solution focused on delivering aid to job seekers and onboarders who seek the delicate balance of financial and emotional stability tied to employment.
The solution
As an Interaction Designer, I led the creation of "Minds at Work," an omnichannel platform addressing Lifestyle & Leisure challenges. Our Team’s digital solution focused on delivering aid to job seekers and onboarders who seek the delicate balance of financial and emotional stability tied to employment.
The double diamond
What are we looking to answer?
Applying the double diamond approach, my responsibility included designing research questions by empathising with insights from the White Paper Research.
I analysed job search phases, examining the influence of internal and external pressures. The main focus was understanding how workplace cultural practices enhance new entrants' experiences and identifying support channels to address challenges.
How could we get there?
After formulating the research questions, I strategised the methods by determining the necessary data for each question. I identified both qualitative and quantitative data requirements and selected methods that would provide the most relevant information.
Online Ethnography – Captures real-time user behaviors and job search pressures, addressing RQ1 and RQ2
Questionnaire – Quantifies user choices, workplace pressures, and mental health support accessibility for RQ1, RQ2, and RQ3.
Interviews – Provides deeper insights into workplace culture, job security challenges, and support needs for RQ2 and RQ3.
Putting it into action
From white paper research, I organised insights into sub-themes. To employ research triangulation for validity, I conducted an online ethnography which informed the development of the questionnaire. Following data compilation, I shared insights with the team and contributed to designing interview questions that align with our research focus. Subsequently, the team conducted 15 interviews, expanding upon the foundational findings I provided.
I conducted a competitive analysis post-interviews to understand existing solutions and identify the gap in user needs. This analysis supports the case for tailored solutions addressing specific mental health challenges during job search and onboarding phases for first-time workers.
Early insights from the field
What’s out there?
For primary research, I conducted online ethnography, observing 30 interactions across Reddit, TikTok, and Twitter, applying traditional principles detailed by Tomitsch. The diverse data aimed to capture varied perspectives and reduce bias. While these online communities may not represent the broader population, I mitigated potential biases by cross-referencing data with my team. This collaborative approach guaranteed active participation from everyone throughout the project.
COMPETITOR ANALYSIS
Platforms
Headspace, Noisli, Stoic & Calm
For primary research, I conducted online ethnography, observing 30 interactions across Reddit, TikTok, and Twitter, applying traditional principles detailed by Tomitsch. The diverse data aimed to capture varied perspectives and reduce bias. While these online communities may not represent the broader population, I mitigated potential biases by cross-referencing data with my team. This collaborative approach guaranteed active participation from everyone throughout the project.
Testing the efficacy of current solutions
QUESTIONNAIRE
Responses
50
Time
7 days
Questionnaires gauged mental health and support channels for first-time entrants, exploring effective existing solutions.
Moreover, common clinical diagnostic tools such as the DSA Assessment also follow a questionnaire format, confirming that participants who may have undergone mental health conditions, will be familiar with mechanisms such as Likert Scales; a format we implemented to track changes within the user’s behaviour as the job application stages progress.
Competitor app interfaces
Competitor analysis table
ONLINE ETHNOGRAPHY
Platforms
X, Reddit & TikTok
Quotes
Time
30
3 days
Time
1 day
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Journaling Prompts
Personalised Meditation Sessions
Journals Protected through TouchID & FaceID
Daily Meditation that Encourages Healthy Routines
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Inability to Track Progress
Busy Homepage Design
Lack of Free courses
Inflexible Interfaces that Don't Allow Users to Skip Questions
No extensive array of journal questions
Defining the data
The insights
The image illustrates the challenges job seekers face, highlighting the patience and resilience needed in the job search process. It covers work-life balance struggles, a lack of support channels, and workplace system conflicts like adapting to new communication styles. Additionally, it explores pressures to join the workforce, including societal and internal expectations, and the anticipation of negative outcomes, such as competition anxiety and cultural barriers.
Crafting insights from sub-themes
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Career Growth was the Top Motivator to Join the Australian Workforce, followed by Job Security and Financial Pressures.
While, most users begin their job hunt journey on job marketplace platforms like Linkedin, Seek or Indeed, While very few respondents hear about jobs from friends or families. 85% of Respondentsreported increased stress in early job search, highlighting the need for specialised mental health support. Individuals are investing countless number of hours with the common goal of finding a suitable job with companies they aspire to work with.
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Job Seekers require experienced ears to sense companionship and establish support systems for guidance during uncertainties or when they are troubled with self-doubt.
However, only 10% of Respondents have access to the Top Most Required Support Channel, Industry Professionals, revealing a gap in products that provide users' professional guidance.
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The Questionnaire revealed that users' stress levels increase as the application progresses, especially while they wait for company responses and outcomes. It is at this point where users doubt their skills experience the most as well.
This unveils an opportunity for users to apply themselves into acquiring career-related skills to significantly reduce stress, and cultivate productivity.
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The Imposter Syndrome Phenomenon creeps back into the job onboarder's journey as they transition to the workforce. To our participants, this was influenced by external factors such as workplace discrimination, demanding schedules and excessive training.
Meet the personas
How might we
Design interactions that instill confidence in first-time work entrants suffering from psychological strains of inexperience and impacts of shifting to a professional environment
The ideation
Creating intelligent systems for everyone, everywhere
Using a decision matrix for concept selection provided an objective and transparent evaluation against predetermined criteria. Concept C, "Minds at Work," excelled in meeting weighted criteria, making it our final choice.
A. Job Seeker’s Friend
Reverse Thinking
Our initial concept, using a reverse thinking approach, challenged counterproductive design elements to address user pain points. The result, "Job Seekers' Best Friend," organizes schedules but lacks emotional support features.
B. VR Simulation
S.C.A.M.P.E.R
Using the S.C.A.M.P.E.R method, our second concept identified flaws in existing solutions, leading to the VR simulation idea for job seeking and onboarding. Yet, it lacked technical accessibility for broader users.
C. Minds at Work
Crazy 8's
Using the Crazy-8’s method, our third concept, Minds at Work, tackles psychological challenges of inexperienced workers. Beyond wellness, it offers guided meditation, a Spatial Learning Hub, and Activity Prompts. Possible limitations include the absence of communication tools on all devices.
Expert testing
In the design phase, I crafted sketches and wireframes for the Onboarding Slides, Homepage, and Chatbot. The team managed the Activity Pages and the Spatial Learning Hub.
We employed cognitive walkthroughs, drawing on human interaction expertise to help assess key features and enhance the system's overall learnability.
Incorporating think-aloud sessions and interviews, we gained immediate access to user thoughts, revealing potential design issues. These adaptable sessions were conducted on Zoom for mutual convenience, focusing on desktop and mobile wireframes as needed.
ONBOARDING
Onboarding steps
To enhance onboarding, I added five sections to categorise user data, preventing overwhelm and enabling manageable task completion. Initially, one slide inquiring about job status proved insufficient for meaningful recommendations.
Wireframe testing revealed challenges in the 'When will you use this app' module; I improved it by merging liked elements, introducing visual imagery, and a toggle for push notifications, enhancing user engagement.
Pagination
To simplify onboarding and alleviate user cognitive load, I introduced a horizontal navigation tab. Concerns about reliability, highlighted by user hesitations and validated in expert testing, led to this solution. The tab, incorporating both icons and labels, allows optimal progress tracking and navigation.
HOMEPAGE WIDGET
Calendar
In the prototyping stages, the homepage underwent significant changes based on user needs. Originally focused on progress insights and self-reflection, feedback prompted the addition of a calendar feature for improved system cohesion in the Spatial Learning Hub and notifying users of upcoming events.
HOMEPAGE FEATURE
Weekly check-in
To enhance the self-reflecting dashboard's effectiveness, we introduced the weekly check-in feature. Addressing user frustrations about inability to modify responses, we relocated the check-in to a separate page, simplifying access.
Despite Neilson Norman Group's advice against sliders for large datasets, the small dataset here, with only five options, makes the slider design appropriate and enhances utility.
CHATBOT TOOL SELECTION
Communication tools
To boost chatbot effectiveness and cater to user preferences, I introduced a tool selector for seamless customisation of communication methods (text, voice recording, drawing) with the AI mentor. Initially offering two tools, I added a drawing tool based on studies highlighting art therapy benefits. A toggle to customise the AI Mentor's gender enhances user personalisation, aligning with Apple's approach to personalise virtual personal assistants like Siri.
User testing
The final iteration round encompassed three phases of adjustments to the high-fidelity prototype, guided by the Sequential Testing Plan.
Nielsen Norman Group's 10 Heuristic Evaluations served as a standardized measure for experts to offer insights into enhancing product usability. These evaluations were conducted in small in-person groups, fostering comprehensive discussions in a communal setting.
Think aloud sessions were incorporated in this iteration round to allow users to express their thoughts, challenges, and ideas, offering immediate insights for the team to identify areas in the user flow that require refinement.
We cross-referenced the SUS Scores with diagnostic data to ensure a holistic evaluation.
Bottom-up analysis
The iterations
Noting the nuances that shaped our redesigned
The insights table served as a crucial tool for analysing user data. Employing a hybrid approach recommended by UX Collective, we began with a micro analysis, identifying individual behavioral nuances and tendencies in feature navigation. This bottom-up approach allowed us to understand specific user interactions. We then aggregated and tested these trends across multiple participants, validating patterns to ensure comprehensive insights. The insights table facilitated a detailed examination of user experiences and behaviors, informing our design decisions and allowing us to iteratively enhance the system.
Onboarding insights and usability goals map
Homepage insights and usability goals map
Chatbot insights and usability goals map
Iteration 1
We improved button visibility by darkening them for better contrast and system effectiveness. Navigation was streamlined based on expert advice, simplifying onboarding with next and back buttons. The logo was enhanced with bolder fonts for a cleaner look on the loading screen.
Iteration 2
Following user feedback, we refined the interface for a better user journey efficiency. We introduced a dark blue arrow in the horizontal bar for seamless navigation. To address utility concerns regarding the slider, we adopted a precise "scrollable picker" layout for time selection which allows for easily adjustable inputs, aligning with Nielsen Norman Group recommendations. The goal summary page received aesthetic updates for a minimalist look.
Iteration 1
Guided by Heuristic Testing, we boosted our interface's effectiveness by adding headings to each dashboard element. This simplifies time allocation efficiently and reduces cognitive load. Following expert advice against expandable elements, we merged the calendar and event adding features. This improves system learnability and utility, fostering positive emotions through the Spatial Learning Hub Function on the homepage.
Iteration 2
To ensure consistent and user-friendly navigation, we introduced a new back button for enhanced orientation and app consistency. Addressing utility issues with layered insights, we added pagination, enabling users to explore content seamlessly through horizontal drag motion, distinct from the vertical scrolling on the homepage.
Iteration 1
For improved user safety and conversion rates, I added a "Read" status to outgoing messages, assuring users that their input was received. Responding to expert advice, I streamlined the experience by removing the "Continue to Drawing Pad" button, simplifying the process when users switch communication tools. I promoted a more seamless flow within the app as users can simply tap the screen and contract the keyboard, revealing the toolbar.
Iteration 2
Responding to user utility concerns, we enhanced the drawing tool in response to feedback. Initially an expandable element, it was refined for easier access and improved user-friendliness. Aesthetic changes included a consistent header design, promoting a cohesive visual language throughout the interface. This aligns with the Recognition vs. Recall principle, reducing cognitive effort and improving user experience.
Outcome
Our research into challenges faced by first-time work entrants has shaped the development of "Minds at Work," prioritising user well-being in job transitions. Despite design challenges, we acknowledge room for refinement. This project underscores our commitment to creating effective solutions for the evolving needs of young professionals through dedicated user research and interaction design.
