Concept Project | 3 Weeks | UX Designer & Researcher | Team of 3
With an incarceration rate 5x the global average, and a reoffending rate of 76.6% (vs. 19.7% in Norway) the USA is the world leader in imprisonment. Our users had made between 50-200 job applications before finding employment. How could we help them find jobs quickly, to prevent them re-offending?
DELIVERABLES
- Responsive Web Prototype
- User Interview Documentation
- Research Documentation
- User Persona, Flows & Journey
- UI Specifications Document
- Competitor & Comparator Research
- Usability Testing Report
- Sitemap & Next Steps
1
1
2
3
Ex-inmates didn’t want to publicize their history with the law. The emotional turmoil it represented made many individuals very difficult to find, and to learn from. We had to do so on their terms and make them feel comfortable enough to tell us stories.
We had to build a digital solution for a very literal real world problem, which has legal and safety related complications. It required total faith in the UX process.
We realised further along in our process, that this was a platform with 2 user groups, not 1. We had to talk to 2 user groups and tally their needs with those of the business.
CHALLENGEs
RESEARCH
Screener Survey
Our user group was hard to identify, so we sent our survey to a range of ex-con groups and
forums. They had varied experiences, so we selected a range that we could learn from.
32
Surveys Received
Competitor Research
Evaluating 9 comparators we realised the many approaches to combat this problem. From interview training, through education loans all the way to mentoring and recruiters.
9
Competitors Analysed
At this point it became clear that we would we need to speak to hiring managers too.
Screener Survey
Our survey revealed that most HR managers had not hired ex inmates, though some had. We would find out why in interview, so asked to speak to a range from both sides.
11
HR Mangers Replied
Personas
Meet Joey Daniels & Rebecca O'Neal. We narrowed their pain points as 9/10 ex inmates interviewed committed minor crimes, and none of the HR managers would consider violent offenders.
Were Eligible By HR Criteria
9/10
When mapping our research we realised the 4 opportunity areas. Give opportunity for honesty, make the applicant personable, leverage connections and promote social conscience.
Affinity Mapping
User Interviews
Users picked their format of preference and we allowed them to tell stories, learning that their main barrier was was prejudice, and they couldn't get lower tier jobs to cover living costs.
Legal & Contextual Research
Its a delicate problem space. We uncovered what employers were and were not allowed to ask, when they could CRB check, and on what grounds they could decline.
10
Ex Inmates Interviewed
PIVOT
Theirs would be the final say in a successful application, so we deepened our research.
Legislation Discrimination
vs
HR Interviews
Our interviews uncovered the reasons they wouldn't hire (unable to trust, lack of rapour etc.) and why they had previously hired ex cons (referrals, exemplary experience etc).
6
HR Mangers Interviewed
User Journey
We realised that in the typical user journey, reoffending came from lack of earning options. Our platform could step in beforehand.
Break The Regressive Cycle
4
Actionable Trends Spotted
INSIGHTS & RESULTS
Below are a selection of our key actionable insights, and how we responded to them.
1
9/10 interviewees secured their current jobs through personal relationships or introductions.
HR - More likely to consider individuals recommended from within their organisation.
By linking their social media accounts, we could leverage users network, and list job opportunities from companies in which they already had a connection.
They can then apply, and their contact at the company can give an introduction to hiring managers.
It affords them far more credibility.
10/10 had been discriminated against, and just needed a chance to explain their record.
HR - Establishing a relatable and personable connection is very valuable.
2
Each user has a chance to explain and sell themselves, through a profile, with a bio, skills, interests, and finally experience (as this is likely less robust.)
The user has a chance to pitch themselves with a cover letter. They are guided through the process and can see examples of successful applications at each stage.
8/10 were incarcerated for non violent/drug related crimes.
HR - They would need to hear prisoners explain their charge. They would not consider violent offenders.
3
This video message accompanies the cover letter, and both can be sent recorded by laptop or mobile. The tech at our our users disposal was varied.
They have 2 minutes to explain their history with a video message, to humanise and personalise their application, and give them a chance to convey their reform.
7/10 were searching for jobs they were hugely over qualified for. Their skills were not the issue.
HR - Prisoners must be able to show reform, as safety of staff & customers is paramount. Skills are necessary but assumed.
4
Duration of past experience & skills is shown, though the focus of the application is the individual. The profile champions their story, their interests, and their aptitude.
A Criminal Records check takes place when job seekers sign up, at their own expense. HR would normally outsource this check, but can access the result for free.
5
All 10 said they placed huge value on being honest with employers about their records.
HR - More likely to hire if they feel they are having a positive social impact.
Above is the application email that HR receive. Ex inmates have a platform where honesty is beneficial, and in return HR must fill out a quick feedback form.
This circle of honesty and clarity is the linchpin of the platform, to break the negative cycle and push a constructive one.
6
10/10 had employers give them excuses for not hiring, and wouldn’t give honest feedback.
HR - They can only spend 2-3 minutes on each application.
Hiring mangers can shed light on the short comings of applications, so that ex inmates can develop, iterate, and optimise their pitch for success. Why not...
HR can view the entire application within a couple of minutes as an email, which our research indicated was their format of preference.
FAILURES & NEXT STEPS
Of all my work this project was the most interesting and demanding, but is the result I am the least happy with. It is the one still requiring most iteration. Though by no means perfect, I learnt more about the value of perspective and a clear goal during this endeavour, than with any other.
4
1
2
3
Users noted that the endorser would need see the ex inmate's reform too. They'd be putting their repuation on the line otherwise. We should spend more work on the introduction method and exchange with user and endorser.
We didn't speak specifically to managers at the kind of quick fix jobs ex inmates wanted, since this was a research project, and those that had interviewed cons were so hard to find. These interviews should be conducted again.
Our HR user testing pool stated that the skills section would be worth far more if there was some way it could be validated. Either some test and passing threshold should be established for each skill, or possibly endorsements.
We have 2+ user groups, but started by interviewing the wrong one. The primary user, whose needs we must best answer, is the HR employer. They are the project's principal focus.
5
The HR testing pool mentioned that the format of the application they received needed more work. The information should be re-prioritised to highlight the ex inmate's strengths & successes, as it would be looked at so briefly.
Our testing pool were concerned as to whether they would come across well in the video. We should give greater access to examples, key themes to hit, and possible tuition here, given this is how the ex inmates sell themselves.