Seasoned
Getting feedback from our jobseekers to improve the interview experience.
Case study, 2022
Project background
Job applicants claimed that managers were not always on hand for their scheduled interviews.
We saw a trend of applicants showing up to their scheduled interviews, but being turned away at the door. Unfortunately, we couldn’t fix the issues until we knew what was causing them.
Initial research gave us some idea of what could be the cause.
We gathered a few hypotheses through conversations with our members, while the restaurant team obtained additional insights from managers.
But we still had no way to measure the impact of these issues. Was it a loud minority, or a major concern?
Fixing the issues would potentially require both the restaurant team and member team to make changes. But until we had more information, we could only guess at the underlying issues. And without quantifiable data, we’d have a hard time convincing the business that we needed to take action.
Listening to our community.
Community members frequently posted about their poor interview experiences. On one hand it provided us an opportunity to reach out to them and understand what happened. But on the other hand, these posts created distrust for other members.
We still wanted to answer…
What is causing these issues and how frequently do they occur?
Without quantifiable data, we still had a hard time convincing the business that we needed to fix the issues.
Are new features negatively affecting the interview experience?
If we made a change to the recruiter’s app, how would it affect the member’s experience?
Could we prevent jobseekers with a negative experiences from sharing on the feed?
Selfishly, we saw that members were posting to the community to share their experiences. If it was a vocal minority doing so, could we allow them to feel heard without damaging the perception for others who did find success.
Getting feedback through the app.
About an hour after the interview, the applicant receives a push notification prompting them to review their experience within the Seasoned app. From there they can share any details which will help inform our future design decisions.
If the manager doesn’t show up.
Popular responses from our initial SMS experience are displayed. If they tap ‘Something else’ they’re prompted to provide more details
We also hoped this would help prevent negative experiences from being shared on the feed, which could harm the confidence of other members in Seasoned.
Tracking responses
Yes or no questions makes it easy to get the important responses right away. We also decided to track their answers even if they don’t tap submit, helping us understand the conversion rate for the experience while getting the data we need.
For all other experiences,
good or bad
Selections change based on the star rating and were taken from the most popular SMS responses.
An open response field allows jobseekers to share any additional details.
If they were offered the job they can provide feedback if they plan to take the job (or the can skip it if they’re not sure yet).
After sharing these insights with the restaurant team, they mentioned they had a few theories that could affect manager no-shows.
