Intellicorp, a background screening investigation company, brought me on board to identify and fill any gaps in their background screening process, for both employer and client users. I was able to improve it by creating a portal which allows applicants to enter their information, schedule a drug screening appointment, and pay all in one place at one time. Not only did this make for a more user friendly and efficient applicant experience, but it also eliminated the need for Intellicorp “runners” to physically visit local clinics to collect payment and drug screening results, saving them time and money.

Problems Solved

1. Eliminated the manual process to obtain results

2. Made the applicant process easier for applicants, employers and Intellicorp

3. Added convenience by allowing applicants to schedule an appointment

4. Reduced Intellicorp burden by having applicants sign up and enter their own information

Process

User & functionality requirements

Through a series of in-person client workshops, I documented the current user journeys and reviewed user surveys in order to gather the business and user requirements.

Top requirements

1. Automatically notify employers of applicant test and results submission

2. Optimize process for applicants to receive invitation to enter information through information submission

3. Ensure submission of drug screening results is secure

4. Improve applicant experience
   
   

User interviews, surveys, & personas

To understand the users, I conducted user & stakeholder interviews. Through the use of those interviews, a much clearer picture of the users started to appear. Once I had a general idea of their motivations and needs, I decided it would be best to survey them to dig a little deeper into the more nuanced elements of their psyche. I surveyed 20 different people via an email survey and got a response back from 7 of them.

Based off of the data gathered, I documented the pain points, motivations, and other characteristics of the 3 personas:

1. Applicants

2. Employers or Intellicorp’s client

3. Intellicorp case managers
   
   

User flows

Once the personas were created, I needed to have a good understanding of how each persona uses the portal in order to map out their process. I created user flows to fully flush out every scenario for each user of how they can walk through the portal and its pages. These user flows were also used to document our system for back end development to reference during the development process.

Another nuance for this project was that different employers using this system could experience a different user flow.

These user flows are the final version which were updated once the wireframes were created.

Wireframe & prototype user testing

Once I completed the research and had a good understanding of how a user goes through this process, I started to wireframe the different elements on each page and the types of information the system would need to capture. This was vital for the back end development team to plan out how the information was to be gathered and stored.

Once this process was completed, the wireframes were handed off to a visual design team member to design out. I then moved on to working with the back end development team to ensure the user has an optimal experience when interacting with the portal. To do this I mapped out and documented the functionality of each part of the system.

Results

Due to the success of this project, Intellicorp engaged my team again to overhaul other portions of their background screening process.