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Subject:
From:
Debbie Huntington <[log in to unmask]>
Reply To:
Debbie Huntington <[log in to unmask]>
Date:
Mon, 17 May 2004 21:09:28 -0700
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Hi!

I'd like to seek opinions, usability research and advice regarding
industry trends to substantiate my hunches I will supply a summary of
feedback, once gathered. Note: this post is somewhat long.

Background
Our web development team has spent the past 6 months designing a
dynamic web-based job application to be developed for our
organization's external website. The web-based application follows the
content of our traditional printed job application. The printed version
is comprehensive and fills two sides of a legal sheet of paper. The
form includes everything from personal data (name, address, phone
number, best way to get a-hold of applicant, etc) to employment history
(of which you're required to fill-out--submission of resume alone will
not get you in the door) to educational background and military
service, convictions and driving record details. Our team has developed
two distinct personas (applicant applying for administrative
professional jobs (25% of our openings) and applicant applying for bus
operator jobs (75% of our openings). We've looked at several big
national company websites like IBM and Microsoft as well as a few large
local companies and government agencies to get an idea of what was
popular from a design interface, look and feel to page flow, etc.
assuming that these companies have resources to do extensive usability
testing prior to launching web applications.

We think we've done our home work! So we've designed an interface that
has 10-13 individual windows from start to finish, trying keep content
short and relatively simple on each page. The application process is
clearly spelled out on the intro page providing estimated time needed
to fill the application out as well as information the applicant should
have handy before proceeding. We are unable to provide the applicant
with the option to create a personal account to save the application
(server security and personal security issues apply that don't allow us
to provide this functionality at this time). Each page has a list of
tasks and a progress indicator that lets you know where you're at in
the process while you're filling out the online application. Content on
each window doesn't extend beyond 1-2 screens worth of form fields.
Non-bus operator positions have fewer windows because we don't require
driving record information and supplemental questions with the
application.

Problem
All stakeholders understood the goals of the project and pre-approved
them prior to staff time being spent on design development. They were
even involved in determining that we should develop an interface
in-house rather than purchase a 3rd party product. Now that we're ready
to deliver the requirements to our programmers one of our most
"influential" stakeholders thinks we should not develop/program our
multi-page dynamic application and instead do a streamline version of
the proposed interface. "Streamline" to this stakeholder means:

1. Provide a simple Microsoft Word form and pdf form for applicants to
download, fill-out electronically, save and re-submit via email. We
currently have the pdf file available for downloading and printing
only...submitting via snail mail or in-person. This option does not
provide any efficiencies for our HR department regarding internal
processes...processes would remain unchanged.

2. Provide a simple web-form with all fields on one "very-long" page
that will scroll-on for 15-20 screen views. We would however, be able
to capture the data and feed this data into our HR job-tracking
proprietary software...a benefit and process improvement for HR (one of
our project goals). The perception by this key stakeholder is that we
would be "innovative" and have an online job application that would be
easy to use and simple to understand. Evidently, multiple-page linking
while providing a task based progress list, to this stakeholder seems
complicated (not simple or easy).

Interface design team opinion
Our design team is made up of usability/content producer and visual
design expertise. The team's opinion is that we'd be going back 5 years
in web technology to deliver the basic one-page scrolling web form as
our online job application. The investment of 3-4 months of programming
(1-person), testing, bug-fixing over a 6-8 month period is worth the
investment for a web application to be available for use during a 24-30
month horizon. Management is wanting a short-term low-labor investment
option. Our design team feels we would be compromising our brand
attributes of being innovative, providing functionality that is simple
to understand and easy to use. I trust the group and fully support
their opinion...I need to help the group convince our key stakeholder
that they're making the wrong decision and why.

What I'd like to learn
I'd like to provide my stakeholder-group with information regarding
industry standards and what model would be most user-friendly while
meeting the key goals of:

1. An online job application that's perceived as "innovative" compared
to other transit agencies in the US
2. An online job application that is simple to understand and easy to
use

Note: innovative within our industry, simple to understand and easy to
use are our agency brand attributes that we uphold in everything we
design for our customers.

Any opinion, advice and user research would be appreciated.

Debbie Huntington
Creative Services Manager
TriMet-See where it takes you.

e: [log in to unmask]
w: http://www.trimet.org

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