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Applicant Journey Map Working Solutions

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  • Project:  Applicant Journey Mapping
  • Company:  Working Solutions
  • Role:  Senior Graphic / Visual Designer (Service Design collaborator)
  • Timeline:  8 weeks
  • Tools:  Adobe XD (prototyping), Miro (workshops), Excel (handoff tracking)
  • Stakeholders:  HR leadership, Recruiters, Marketing Director
Objective

Map the end-to-end applicant experience for customer service agents—from initial job ad to onboarding—across all communication channels (job boards, email, SMS, ATS portal, training LMS). Identify friction points, align HR and Marketing on responsibilities, and propose quick wins with the highest impact.

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Platforms used chart
Collaboration
  • Ran co-creation workshops with HR recruiters and the Marketing Director to map current-state steps and responsibilities.
  • Audited communications across platforms: job boards, email sequences, SMS, ATS portal, interviews (Zoom), background checks, and LMS onboarding.
  • Consolidated artifacts into an Adobe XD journey map with swimlanes for Applicant, HR, and Marketing.
Journey Stages
  1. Discover (job ad, referrals, social)
  2. Apply (ATS form, resume upload)
  3. Screen (email/SMS confirmations, assessments)
  4. Interview (scheduler, Zoom)
  5. Offer & Background (DocuSign, checks)
  6. Onboarding (LMS access, day‑1 checklist)
Key Pain Points
  • Fragmented messages across email/SMS made it hard for applicants to track next steps.
  • ATS form timeouts on mobile caused drop‑offs during the Apply stage.
  • Interview scheduling back‑and‑forth created delays and missed slots.
  • Inconsistent branding across touchpoints reduced trust and completion rates.
Opportunities & Fixes
  • Create a single status page with progress tracker and next‑step instructions.
  • Mobile‑optimize ATS forms; add auto‑save and clear error states.
  • Use an automated scheduler with SMS reminders and timezone awareness.
  • Unify templates (email/SMS) with consistent branding and plain‑language CTAs.
Outcomes
  • Reduced time from application to interview scheduling by 2.5 days (pilot cohort).
  • Lowered form abandonment on mobile by an estimated 18–22% after UX fixes were prioritized.
  • Improved candidate satisfaction (CSAT) in post‑interview survey from 3.8 → 4.4/5.
Deliverables
  • Adobe XD journey map with swimlanes, touchpoints, emotions, and ownership.
  • Prioritized opportunities backlog grouped by effort × impact.
  • Communication template system (email/SMS) and interview scheduling flow.
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