Indeed: Onboarding Discovery

Indeed has a wide variety of clients, each with different hiring needs and capabilities. Therefore, onboarding everyone in the exact same way leaves people to fall through the gaps. Indeed knew this needed to be addressed, but wasn’t sure where to start.

What did people expect from onboarding? What information did Indeed need in order to help people? I was hired to find out.

Stakeholder Interviews

I interviewed 20 stakeholders, from senior executives to engineering managers, to find out where they felt the current onboarding process was lacking, and what information they needed from customers to create a better onboarding experience.

"How do you feel about Indeed's current onboarding?"

"What gaps do you see in Indeed's current onboarding?"

Stakeholders Top Concerns

• How do we route different types of employers to the product best suited for them?

• What employer attributes should we gather?

• How do we learn what each employer’s needs are?

Competitive Analysis

We looked at competitors, from LinkedIn to ZipRecruiter and more, to see how they handled onboarding. The onboarding experience was determined by company size, with smaller companies [self orienting online], and larger companies being connected with an [online agent who takes them through the process]. We identified a number of other trends as well.

Findings

After reviewing our findings, we compared stakeholders’ needs with Indeed’s onboarding gaps to identify the main areas of focus for the onboarding redesign effort. Below are some of our key takeaways.

Offer paths for account creation outside of “post a job”
Build value before and throughout the onboarding process, especially before asking the user for sensitive information
Offer product education via tooltips and FAQs
Strengthen Indeed’s branding before and during onboarding

After the redesign of the onboarding process, success will be measured by higher reported customer satisfaction via NPS data and by a decrease in customer support calls.