Based on the stakeholder map, we realized it was crucial for the HR department to leave a positive impression on passive and active candidates because the candidates are also potential customers of UPMC.
Through the journey map, we realized that more transparency was needed between applicants and recruiters during the hiring process. It was also evident that the UPMC application website wasn't communicating the benefits of working at UPMC.
As you can see in the service blueprint above, very little coordination existed between recruiters and the hiring manager during the hiring process. As a result, UPMC lost a lot of applicants due to excessive waiting or doubled interviews for applicants.
UPMC is well known as a provider of healthcare services, yet they also need to fill professional positions in non-clinical roles. Many top candidates don't think of applying or actively seeking employment at UPMC because they don't realize there are opportunities at UPMC in their field. This makes it even more difficult for UPMC to recruit passive candidates (those not currently seeking employment or a career change) because it is difficult for them to sell themselves as the right employer.
The competitive analysis above shows that the current hiring process at UPMC is unpleasant when compared to that of other companies, mostly due to their uncommunicative application website and lack of transparency during the hiring process. We summarized our research into these 3 problem statements: UPMC HR has no formalized process for managing passive candidates. Recruiters don’t have branded materials that showcase UPMC as an employer for non-clinical positions. There is little coordination between hiring managers and HR while seeking candidates to apply for positions.
After brainstorming and developing some ideas, we created storyboards for our top eight designs based on feasibility and importance and conducted speed dating interviews with UPMC HR employees for feedback.
The design that generated the most positive responses was a Pinterest-style tool that organized and managed passive candidates while significantly increasing the transparency in the hiring process between hiring managers and recruiters.
Designed a system (8 patents granted) to help customers understand the impact of financial decisions they make every day.