sutherland labs: design thinking for candidate experience
TRANSCRIPT
HELLO
Anton Artemenkov
Creative Director
Anna Fullerton-Batten
AVP, Talent Acquisition
Expanding Your Horizon:
Design Thinking workshop
Researchers
Designers
Strategists
Technologists
Filmmakers
Storytellers
Developers
Engineers
Designing for Human Experience
Human
Business Technology
Discover
Define
Ideate
Prototype
Test
Designing for Human Experience
‘Focus on entire journey,
not just individual touchpoints’
‘Experience designers,
not process developers’
HOW WE DO THIS
Example journey:
Job seeker applying for employment
Team Workshops (Internal input)
Usergroup Workshops (Qual)
13
Workplace Ethnography (Qual)
Surveys (Quant)
First, gather input:
Name:Gender:Age:Life Stage:Interests:Key motivators:Technology:Social Media:
Candidate Persona
Real eyes on real people
Make it task specific
22
One point of view
Top Tips for Successful Journey Maps
Analyze collaboratively
BULGARIA Candidate Experience
CASE STUDY
What we did:
Team Workshop
Interviews
Site Visit
Personas
RookieTypically very young, student;
this is first serious job; yet to
develop working habits and
confidence; has an affinity for
teamwork.
Uncommitted
ForeignerComes from a more developed
country; his sojourn is a near-
term adventure; gets better
options than at home.
Committed
ForeignerCame as a result of
relationship or special interest.
Longer term oriented to
become part of the social
fabric.
Experienced
EmployeeMature person with extended
working experience. Typically
with a record of several BPO
jobs. Extrinsically motivated.
Returned
NationalSomeone who studied or
worked abroad for years and
returned. Immersed in the
culture of the language they
speak. Both intrinsically and
extrinsically motivated.
Media/Social Media tools used
Rookie
Initial State
● Still studying or just
graduating/graduated, or in between
Bachelors and Masters
● Just relocated to Sofia from elsewhere
● Studied abroad and came back
● Little or no prior office work experience
Motivations and Aspirations● To utilise languages
● To be part of a great team
● To work part-time or flexible hours
● To receive support from peers and
supervisors
● To have the ability to learn and develop
Frustrations
● Difficult to find a job with no experience
● Difficult to find a job in their specialty
● Lack of confidence on the phone
● Applying for job is a “very fragmented
process”
Name: Aleksandra
Age: 22
Location: Bulgaria
Education: in
progress, or fresh
after high school
Typically very young, student;
this is first serious job; has yet
to develop working habits and
confidence; has an affinity for
teamwork.
“I want to use my
languages but I am not very
confident”
“For me it is very important
how they treat me during
the interview”
Facebook Messenger Viber
Spotify TwitterInstagram
Motivation
Flexibility
Performance
Commitment
Salary
4
5
5
4
2
Key Quotes
Largely Millennials cohort
Sutherland is a chance encounter
30
Lack of compelling narrative
Insights
Lack of focus on early awareness
Build a Talent Community
31
Reframe the Story
Collaborate with Partners
Recommendations
New messaging - ad campaign
New social media approach
Near term tactical outcomes
Additional funding
Campaigns - (before)
Social Media (before - 700 followers)
36
Social Media (after - 7500+ followers)
Longer term strategic outcomes
37
Sales Team Personas
HR Global Transformation
Measurable outcomes
39
Increased our pipeline of quality
candidates
Satisfaction scores have increased
Time to hire has decreased
Cost per hire has decreased
