One Randstad

Randstad recruits employees in bulk (100+ at once) based on client requirements and assigns them to client locations are were called "EW (Employee at Work)." With over 1M+ clients, most requesting blue-collar employees, Randstad faces 2 main challenges:

Onboarding everyone at once typically takes 1–2 months

Managing their payroll data in Excel spreadsheets is exhausting and leads to manual errors in reports and delayed bill payments.

Hence, a digital solution is needed to streamline the entire process.

Four apps to be designed within end of 2021:

eOnboarding

Leave

Attendance

Reimbursement

At Randstad, I realized that the traditional UX design process—Discover, Define, Ideate, Prototype, Test—can't always be followed exactly. As someone new to process-oriented design culture, I was mentored by my manager and co-designer to elevate my thinking. My work was often right by chance, but it wasn't data-backed. Their guidance helped me channel my thinking in the right direction and validate whether I was on track.

We took a faster route. There was no time for empathy maps, crazy 8s, or other artifacts UX designers typically use to brainstorm. The image below shows our streamlined process.

We conducted discovery workshops with the backoffice team (from whom the requirement came to us) and their Director. And found out all the user personas we needed for the system. Stake holder interviews happened for almost 2 months, gathering all their intel and translating them into 2 outcomes:

Persona List & Pain points

Product Requirement Document

Meeting Recordings

Process Flow Diagram - based on 1,2,3

The personas identified for:

eOnboarding:

Candidate

Customer Success Team SPOC (Uploads & Corrects information)

Backend Processing

Verification Team

Leave & Attendance:

Employee

Reporting Manager

Reimbursement:

Employee

Reporting Manager

Reimbursement Team

Customer Success Team SPOC (For overseeing all statuses)

Contract Admin Team

Tool Used: GSuite

Time Taken: 2 Month

Process Flow Diagram is basically a flowchart with swim-lanes where each of them is dedicated to a persona. The process flow diagram was also done during the discovery phase itself. It helped us identify which persona ignites the process, which persona ends it, who all happen to act in between at what all conditions and what are the different statuses each user would see in those time. The entire offline (real-life) operation process of the backoffice team was recorded in this process flow diagram.

For demonstration purpose, I have included only the Reimbursenent Process Flow Diagram below:

PDF Version - Available below

Tool Used: Lucid Chart

Time Taken: 2 Months

Wireframing was done for following:

eOnboarding:

Candidate - Mobile App

Leave & Attendance:

Employee - Mobile & Web App

Reporting Manager - Mobile & Web App

Reimbursement:

Employee - Mobile & Web App

Reporting Manager - Mobile & Web App

Reimbursement Team, CST SPOC & Contract Admin Team - Common Web App

Wireframing took us 2 months to complete including approvals.

Below is a wireframe we drew for Reimbursement:

Our biggest worry was to nail the card layout as it has to contain both information and also with reduced cluttering especially in mobile.

Below is a PDF version of a few flows we wireframed. Most important ones are Claim submission, Manager approval and Identifying duplicate claims.

Tool Used: Balsamiq

Time Taken: 1 Month

Once all the wireframe layouts and screens flows were approved, we moved on to the Prototyping. This took us 8 months to complete, including revisions, approvals and Org level demo.

Not sure if we had to mention it is a luck or lack of luck, we had a design system which was well defined by Randstad HQ - https://randstad.design. But the downside? It was defined purely web, with website in mind, empathizing the marketing, not product UX. Hence we had to create a “Pseudo-Design System” which is basically inspired from the actual elements, but translated for product UX, handling more states and components.

Below are some prototype videos I’m able to share:

eOnboarding (Employee Mobile App) - Actual App Walkthrough

Leave (Employee Mobile App) - Design Walkthrough

Attendance (Employee Mobile App) - Design Walkthrough

Reimbursement (Employee Mobile App) - Design Walkthrough

Tool Used: Adobe XD

Time Taken: 10 Months

There are screenshots of apps designed for other personas in web and mobile

Play Store Link:

One Randstad was the largest full fledged app I have ever designed in the past 9 years of my career. The experience I had was immense, learning how the entire org worked (in depth), from requirement workshops to process flows till prototyping them carrying all the ingredients in between and preparing them wherever need arises. It was the first time I had a teamwork experience as UX’er.

Thanks to my manager ‘Joy’ & my co-designer ‘Michael’ for having me as one of the key players in this project.