<aside> <img src="/icons/star-of-life_purple.svg" alt="/icons/star-of-life_purple.svg" width="40px" /> Project Type: CX Work

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<aside> <img src="/icons/child_pink.svg" alt="/icons/child_pink.svg" width="40px" /> Client: Defence Force Recruiting

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<aside> <img src="/icons/timeline_brown.svg" alt="/icons/timeline_brown.svg" width="40px" /> Timeline: 6-Week Sprint

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<aside> <img src="/icons/meeting_red.svg" alt="/icons/meeting_red.svg" width="40px" /> Team

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Meghna Damodaran, Experience Designer

Troy Nicoll, Client Design Lead

Janelle Tai, Account Manager

Thao & Amit, Tech Lead

Vipul, Data Director

<aside> <img src="/icons/archive_green.svg" alt="/icons/archive_green.svg" width="40px" /> Project Brief

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Resting on the candidate journey mapping research, I worked with DFR to forge a candidate-centric vision that would drive the direction and ambitions of all CX decisions.

The interconnectedness of these projects has reached a stage where their progress is becoming hindered by the current way of working. All projects share similar foundations and to scope of each of them will not only result in a repeat effort

💡 The proposal was to create an agile approach that combines projects into a single program of work.

<aside> <img src="/icons/star-of-life_orange.svg" alt="/icons/star-of-life_orange.svg" width="40px" /> Context

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This set of work emerged out of the 6 pilot projects that were created earlier last year that are supposed to be the small wins that improve the candidate journey in the process of recruiting.

Defence Force Recruiting

Experience Design Lead - Troy

1. Job Matching Questionnaire
   • Project lead - Ash
2. Immersive Experiences
   • Project lead - Meghna & Kyle
3. Pulse Check
   • Project lead - Meghna
4. Events Check-in
   • Project lead - Meghna
5. Communication Streamlining
   • Project lead - Ash
6. Operation Blueprint
   • Project lead - Troy

<aside> <img src="/icons/barcode_red.svg" alt="/icons/barcode_red.svg" width="40px" /> Project Details

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The **ADF ‘Passport’:**This tool will provide a centralized connection point between the candidate and DFR. Once a candidate submits an application, this tool can enable services such as tracking their progress, checking in to events and appointments across their journey, scheduling appointments, uploading documents, notifications, communications, help desk, and more.

<aside> <img src="/icons/checkmark-square_green.svg" alt="/icons/checkmark-square_green.svg" width="40px" /> Deliverables

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• [ ] Research Plan: Outlining the research initiatives
• [ ] Research: understanding the ways of working of the staff involved in recruiting
• [ ] Discovery: develop user flows and artifacts
• [ ] Research Report: to summarise the discovery and proposal

Case Study Tasks

<aside> <img src="/icons/directional-sign_green.svg" alt="/icons/directional-sign_green.svg" width="40px" /> Design Process

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The first thing we did was to do a deep dive. of the user interviews conducted by the VMLY&R team.

This initial discovery phase was to understand what are the primary problem spaces that we trying to solve in the CX stream of work. Below are the major takeaways that provided us with a way forward

• The ability for candidates to utilize this platform to track the progress of the candidate
• The ability for making the documentation share process with DFR much easier and streamlined and not repetitive.
• Give candidates the resources they need to be able to successfully complete a phase
• The ability for candidates to book their sessions and any events within the recruitment process.

Brainstorming Workshop

Next, I conducted a brainstorming workshop with the Lead Designer, Head of Design, Account Manager & Data Director for us to align as a team and understand what are we trying to achieve and what will be the way forward.