Living up to expectations
Totaljobs Group was acquired by StepStone, one of the biggest online jobs board companies in Europe in 2012. Established in 1999, Totaljobs Group is represented in approximately 84 countries and in many territories holds the number one spot for a jobs website. The TotalJobs website is one of the UK’s leading online job boards, and attracts around 6 million jobseekers monthly.
Looking to improve their mobile offering, Total Jobs asked us to deliver user insight to help refine their mobile proposition and customer experience for jobseekers.
Although Totaljobs have a wealth of analytics data on hand about mobile device usage, they were keen to find out more about the reasons behind users’ choice of device for various job seeking activities. The aim was to uncover device preferences and emotions, as well as any pain points customers might experience during their job seeking journey.
Understanding user journey through diary studies
We recruited participants for the Jobseeker diary study based on specific user profiles (first time jobseekers, employed and unemployed jobseekers). To start with, we conducted focus groups with participants to brief them on how the study would run.
We also took the opportunity to gather some initial feedback as to device usage and preferences. Following this, participants were asked to keep a diary of any job-seeking activities during a 2-week period, including contextual information such as their location/device used/activity performed/feelings experienced for each job-seeking activity.
Finally, one-on-one interviews at the end of the study allowed the moderators to gain further insight into users’ behaviour and understand their feelings towards various devices at various stages of the job-seeking process.
Focus groups, diary studies, one-on-one interviews, visualising user groups, user profiling
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