Indeed Employer Feature Usability Study

Executive Summary

As a UX researcher in a rapid research capacity, I partnered with a colleague to evaluate two new features based on earlier research: saving video interview questions for reuse and saving promising candidates for other job positions. 

Using moderated usability testing with employers, we evaluated how usable these features were and how well they supported employer needs. 

We identified key usability issues and provided actionable recommendations: For the saved questions feature, we found terminology confusion and apparently redundant save options that hindered usability. For the candidate saving feature, we discovered employers wanted to personalize messages and were confused when saved candidates seemed to disappear.

Our recommendations led to concrete improvements: the question-saving team conducted a follow-up study incorporating our changes, resulting in improved understandability and ease of use, while the candidate-saving team's designer confirmed implementation of our recommendations.

This project demonstrated the effectiveness of targeted rapid research in delivering valuable user experience improvements in a short timeframe.

Saving Video Interview Questions

Saving Promising Candidates

The Challenge

Indeed's SMB teams had developed two new features to improve employers' hiring workflows:

  1. The ability to save and reuse video interview questions

  2. The ability to save promising candidates for consideration in other job openings

Both features were developed in response to a previous round of evaluative research, but the teams needed to understand:

  • How intuitive were these new features to use?

  • Did they effectively address the actual needs of employers?

  • What refinements were needed before full deployment?

My partner and I collaborated closely with the product teams to establish clear research objectives and ensure our findings would directly support their development decisions.

Methodologies

Method Selection and Rationale

I selected moderated usability testing within a rapid research framework as the primary methodology.

Why Rapid Research:

  • Time-sensitive development cycle: The product teams needed actionable insights quickly to meet development deadlines

  • Iterative approach: Rapid research allowed for multiple rounds of testing and refinement

  • Focused scope: By narrowing our research questions to specific usability concerns, we could deliver high-impact findings efficiently

  • Resource optimization: The approach maximized insights while minimizing time investment from stakeholders and participants

Why Moderated Usability Testing:

  • We needed specific feedback on interaction patterns and user interface elements

  • The features were already in prototype form and needed validation before final development

  • The tasks had clear success metrics that could be observed

  • We needed rich qualitative insights about employer expectations and mental models

Rapid Research Approach

  • Compressed Timeline: Completed research cycle in 2 weeks (planning to presentation of findings and recommendations)

  • Participants: Employers from SMB segments who regularly conduct interviews and hiring

  • Session Structure:

    • Remote moderated sessions (1 hour each)

    • Structured task scenarios with consistent moderation protocol

    • Real-time synthesis of findings between sessions

  • Test Materials: Interactive prototypes of both features with focused interaction points

  • Tasks: Realistic scenarios that required participants to use the new features within typical workflows

  • Data Collection:

    • Think-aloud protocol for verbal feedback

    • Observed confusion points and workarounds

    • Post-task reflection questions

  • Analysis Approach:

    • Same-day synthesis after each session

    • Pattern identification across participants

    • Severity ranking of identified issues

    • Collaborative solution development with product teams

    • Presentation of findings and recommendations delivered within 48 hours of final session

Key Findings

Saved Interview Questions Feature

Positive Finding: All participants expressed interest in sharing saved question sets with colleagues, indicating strong potential value for team collaboration.

Finding 1: Terminology confusion Employers were confused by the "Question Templates Library" label and didn't intuitively know where to find their saved questions.

Evidence: The majority of participants hesitated when asked to locate their saved questions, with comments like "I'm not sure what a template library means in this context."

Finding 2: Redundant save options Employers were uncertain about the difference between two similar-looking save options, creating decision paralysis.

Evidence: Most participants asked for clarification about the difference between "Save" and "Save to template library" buttons.

Saving Candidates for Later Feature

Positive Finding: Employers were very enthusiastic about the concept of saving promising candidates, with several participants sharing additional scenarios where this feature would be valuable.

Finding 1: Message personalization needed Employers strongly desired the ability to personalize messages sent to candidates when considering them for alternative positions.

Evidence: Nearly all participants attempted to edit the message template and expressed frustration when unable to do so.

Finding 2: Candidate disappearance confusion Employers were confused when candidates they "saved for later" seemed to disappear from their view without clear indication of where they went.

Evidence: Most participants expressed confusion with comments like "Where did she go?" after saving a candidate.

Confusing name for saved questions

Confusing to have two save buttons

Employers wanted to personalize messages

Seems like Janett disappeared after saving her

Recommendations

Saved Questions Feature Recommendations:

  1. Rename "Question Templates Library" to "Your saved interview questions" to clarify functionality

    • Rationale: Uses plain language that directly describes the content

    • Expected impact: Reduced confusion and faster task completion

  1. Consolidate save options into a single dropdown with clear labeling

    • Rationale: Eliminates redundancy and clarifies the difference between options

    • Expected impact: Reduced decision paralysis and confusion

Save Candidates Feature Recommendations:

  1. Add message personalization capability when considering candidates for other positions

    • Rationale: Employers want to maintain a personal connection with promising candidates

    • Expected impact: Increased employer satisfaction and more effective candidate communication

  1. Improve visibility of saved candidates by showing them in the job's saved candidates list with an "undo" option

    • Rationale: Creates a clear visual trail of actions taken with candidates

    • Expected impact: Reduced confusion about where candidates go after being saved

Rename saved questions location

Rename default save with a dropdown for template

Enable editing of the message

No more disappearing Janett

Impact and Outcomes

Implementation Results

Saved Questions Feature:

  • The team conducted a follow-up study during a later rapid research session, incorporating both of our recommended changes

  • Results showed significant improvements in understandability and ease of use

  • The collaborative approach between research and product teams enabled quick iteration and implementation

Save Candidates Feature:

  • The designer confirmed implementation of the recommended changes:

    • New behavior for "saved for later" candidates for improved visibility

    • Editable messages when considering candidates for alternative positions

  • The designer adopted our recommendations without requiring additional validation, demonstrating the clarity and feasibility of our proposed solutions

Business Impact

These improvements directly support Indeed's business goals by:

  • Reducing time spent on repetitive tasks in the hiring process

  • Improving employer satisfaction with the platform

  • Increasing the likelihood of finding suitable candidates by enabling cross-job consideration

  • Supporting better candidate experience through personalized employer communication

The enthusiastic reception of the "save candidates for later" feature in particular indicated strong potential for increasing employer retention and satisfaction with the platform.

Key Learnings & Transferable Insights

This project demonstrated how targeted usability testing with a focused approach can yield significant improvements to feature design. By collaborating closely with product teams throughout the process—from establishing research objectives to delivering actionable recommendations—we were able to positively impact the employer experience on the Indeed platform.

The success of this rapid research approach reinforced the value of iterative testing in the product development process. Both teams were able to take our findings and quickly implement changes, with one team conducting their own follow-up study to validate improvements. The fact that both concepts were well understood by employers, with the "save candidates for later" feature being particularly well-received, validates the value of user-centered design in creating effective recruitment tools.

Previous

Indeed Anti-fraud Practices: International Expansion
Next

Bentley Undergraduate Onboarding Experience