New SeekOut Messaging Experience
Situation
Action
SeekOut is an AI-powered talent search and recruiting platform that helps companies discover, engage, and hire diverse, hard-to-find candidates by leveraging comprehensive data insights.
Recruiters didn’t trust the current messaging experience, causing it to be a main driver for customer churn. Recruiters would find tons of formatting issues and bugs when testing their messaging campaigns. The campaigns they spent hours or days building left a poor impression with prospects they were reaching out to.
Task
My task was to lead the redesign of the messaging experience. The goal was to increase customer retention, reduce the burden on our support team, and increase user engagement with Messaging.
Team: Design Lead (me), Product Manager, an Engineering Lead, and 4 Engineers.
Result
To address this issue I led the initial workshop to align our team on what we wanted to accomplish and what we would measure.I created a design partner program with our CSM team that our product team could leverage to learn from, validate our assumptions, and test our ideas.
I led generative research and design thinking activities to help our team think beyond the initial ask and align on the problems we wanted to solve.I led ideation, prototyping, and evaluative research activities to help our team form a hypothesis for the experience we wanted to build, refine the experience, and get feedback on our solution.
We released the first and second phases of the redesigned messaging experience. Clients and CSMs were extremely happy with changes. The redesign led to a 30% reduction in churn of Seekout Recruit customers and is now serving a base of 10 customer accounts (totaling $1.6M in TCV) within 2 years and scaling.
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