CTgoodjobsWeb FeatureMar - Jul 2023
Bridging Job Seekers and Employers: The New Messaging Platform
Overview
To address Hong Kong’s escalating talent drain caused by emigration trend, CTgoodjobs saw an opportunity to streamline the job search and hiring process with an integrated messaging platform. This platform was designed to directly connect job seekers and employers, foster communication for faster matches, and make the job search and hiring process more engaging and interactive.
Direct job applications
New members
Hiring time
🙋🏻♀️My role - Design lead
- Collaborated on product discovery and value proposition
- Oversaw the entire messaging experience design
- Delivered all design assets for job seekers' side
- Mentored another designer on employers' side
👯Team members
- 2 Product Managers, 2 Business Analysts
- Development Manager, 4 Developers
- Senior Web Designer
Challenges
Separate teams working on a two-sided platform
The messaging platform was designed to connect job seekers (via the job portal) and employers (via the HR platform). To align with each platform, we created two distinct versions, each with unique design themes and specific features. This required two separate teams, which led to the following challenges:
📐Maintaining cohesion across platforms
The messaging feature needed to integrate seamlessly with our job portal and HR platform, ensuring a cohesive experience despite their differences.
💬Overcoming collaboration barriers
Coordinating two teams for the same project required extra effort to align details like user flows, terminology, and unique functionalities for each platform.
Product Discovery
Shaping the product vision collaboratively
The project started with an ambiguous brief from senior management, with no clear objectives or goals. Therefore, I facilitated a product discovery session with the product team, development team, and stakeholders to define the project scope and objectives, creating a shared understanding among all parties.
💡Insights
Value Proposition
Tailoring the platform with existing features
There are numerous messaging platforms available on the market. To create a more specialised and user-centric one for CTgoodjobs, I conducted a competitive analysis and collaborated with the product team to analyse interactions between job seekers and employers on CTgoodjobs. We aimed to identify key functionalities and opportunities to leverage our existing features, enhancing user interactions and aligning with business goals.
Competitive analysis on messaging platforms
Key features integrated into the messaging platform:
-
For employers
- Purchase job seekers' CV.
- Send job invitations directly to suitable candidates.
-
For job seekers
- View job details, company job listings, and company profiles without leaving the conversation.
- Apply for jobs directly within the conversation.
Interactions of job seekers / employers with CTgoodjobs
Responsible Design
Mitigating risks and ensuring user safety
I worked closely with the product team to proactively address potential risks and misuse scenarios. These efforts ensured traceability and user safety, fostering trust, engagement, and higher conversions.
Potential risks and misuse scenarios
| 🚨Potential risk | 👮🏻Handling |
|---|---|
| Private applications | Restrict the sharing of personal contact information during conversations to maintain a traceable application process on our platform. |
| Ongoing harassment | Introduce features like ending chats and temporarily disabling the platform. Only allow members to access the messaging platform. |
| Fraud | Educate users about internet fraud risks and advise them not to share sensitive personal information during conversations. |
User Journey
Mapping job seekers’ journey
To design a messaging platform that meets job seekers’ needs, I mapped their entire journey from job discovery to hiring. This user-centric approach allowed me to identify key pain points, such as difficulties in communication or decision-making, and uncover opportunities to streamline the process.
Job seekers' journey with the messaging platform
| 😵💫Pain point | 🪄Opportunity |
|---|---|
| Not sure if the job is suitable | Display relevant job details and company information directly within the chat interface. |
| Hesitancy to apply immediately | Offer low-friction options like "1-Click Apply" and employer invitations. |
| Difficulty tracking application status | Integrate application tracking into the messaging platform. |
| Concern about unwanted messages or spam | Allow users to control communication preferences and end chats. |
Final Design
Designing the messaging platform for job seekers
As part of CTgoodjobs' comprehensive revamp, the messaging platform will be using the new design theme to ensure a cohesive user experience for job seekers. They will be able to access the platform easily through a dedicated message icon on the main navigation bar.
The messaging platform - Empty
The messaging platform - Overview
The messaging platform on mobile - Overview
Driving Conversion
Streamlining the job application process
To encourage engagement and successful matches, I ensured that relevant information was easily accessible within the conversation. This helped users make informed decisions quickly and seamlessly.
- Job seekers can quickly access job details, company job listings, and company profiles.
- Employers can easily access candidate profiles.
The message platform with all relevant details
Additionally, I integrated several features directly into the conversation to encourage job applications:
- Prominent "Apply Now" buttons: Encourage job seekers to take immediate action within the conversation.
- “1-Click Apply” integration: Simplify the application process by enabling users to apply instantly with just one click.
- Employer invitations: Allow employers to send job invitations directly to candidates, streamlining the hiring process and motivating them to apply.
Call-to-action buttons to encourage job applications
Application Tracking
Seamless job application tracking across channels
Job seekers can apply for jobs through various channels, including our job portal and external career pages linked from our site, which made it difficult for users to track their progress effectively. To simplify and centralise application tracking, we implemented the following methods:
- Apply via CTgoodjobs: Record applications automatically on our platform.
- Apply via external sites: Prompt users to confirm applications, helping them maintain a complete view of their job search progress on our platform.
Flow of tracking applications via external sites
User Control
Empowering users with chat management
To give users better control, we introduced intuitive chat management features inspired by popular messaging platforms, enabling efficient conversation management.
- Pin Prioritise important conversations for quick access.
- Filter Organise chats by status (e.g. unread, active, ended).
- Delete / Archive Remove unwanted or inactive conversations.
- Multiple selection Manage multiple chats efficiently.
- Search Quickly locate specific conversations or messages.
- End chat Instantly stop receiving messages from a specific user.
- Block user Prevent further contact from a specific candidate (for employers only).
Action menu for job seekers to manage chats
Technical Constraints
Addressing messaging platform limitations
Collaborating with the development team, we tackled key technical constraints and edge cases to maintain platform stability and deliver a seamless, reliable experience.
| 💀Constraint | 🧚Handling |
|---|---|
| Extended messages | Set a character limit to prevent server errors and notify users to shorten their message. |
| Too frequent messages | Limit message frequency to avoid server overload and spam, prompting users to slow down. |
| Fail to send messages | Alert users when a message couldn’t be sent due to issues like job expiration, chat termination, or network problems. |
User Communication
Informing users throughout the messaging experience
To ensure clear and effective communication with users, I implemented a multi-layered approach to notifications and error handling. This approach was crucial for reducing user frustration, increasing transparency, and fostering trust in our platform.
Multi-layered approach in user communication
Communicating different cases on mobile
| 💬Type | 🗣️Usage |
|---|---|
| System messages | Display essential information or updates (e.g. conversation started or ended) directly in the chat to ensure transparency and minimise confusion. |
| Dialogs | For critical interactions, like confirming destructive actions (e.g. delete chat) or showing detailed error messages, to prevent mistakes and ensure clarity. |
| Toast messages | Provide instant, non-intrusive feedback (e.g. Your application has been submitted) to keep users informed without interrupting their chat flow. |
User Retention
Keeping users engaged with gentle reminders
At this stage, the messaging platform was only available on the CTgoodjobs website, so we anticipated that job seekers might not always stay active. To ensure they didn’t miss important messages from employers, I suggested sending daily reminder email for unread messages, which:
- Gently encouraged users to return to the platform and continue conversations.
- Increased engagement and improved the chances of successful connections.
- Kept users informed in a friendly, non-intrusive way.
Daily reminder email for unread messages
Future Scope
AI-powered messaging assistant
To further enhance communication and efficiency, I proposed adding an AI-powered messaging assistant to the platform in the upcoming phases. This assistant would analyse conversations to understand user preferences and provide personalised message suggestions. By streamlining interactions, this feature could increase user satisfaction, foster more meaningful connections, and ultimately improve job matching success rates.
Assisted messaging for efficient conversation
Impact
Higher conversion, member acquisition, and streamlined hiring process
Within the first six months of launch, the messaging platform delivered remarkable results:
Direct job applications
New members
Hiring time
Additionally, we received overwhelmingly positive feedback from job seekers and employers through a follow-up product survey. The messaging platform successfully strengthened CTgoodjobs’ position as a leading recruitment platform in Hong Kong. By connecting job seekers with reputable employers, it streamlined the job search and hiring processes, driving sustainable business growth.
Reflection
Navigating challenges and fostering collaboration for success 🚀
Building a two-sided platform was particularly challenging, especially when two small teams worked simultaneously for dedicated user groups. This required extra effort to align product details and reach a consensus.
Maintaining cohesion and consistency across the job portal and HR platform was another challenge. I proactively guided the designer for the employer side and frequently reviewed the design output together. Despite the tight schedule and additional responsibilities, I embraced the opportunity to mentor my teammate and contribute to a better product.
This project was both demanding and rewarding. I enjoyed collaborating with a talented team and look forward to seeing the platform launch and deliver a positive impact.