Re-design of Novo Nordisk's application form: Improving candidate experience through service design practices

Mimoso dos Santos Silva, Ana Margarida

4. term

Service Systems Design, Master

2024

2024-05-23

75

In a market where companies compete for talent, this thesis examines how job seekers experience the application process at Novo Nordisk’s Human Resources department (People & Organization), from the moment they start looking for a role to when they submit an application. Using a service design approach—methods that improve services by involving the people who use them—the study applies design thinking (iterative problem solving with users), customer journey mapping (visualizing each step and feelings across the process), and interviews. Close collaboration with candidates was used to identify pain points and co-create ideas for improvement. The case study resulted in a redesigned application form and a clearer overview of the process, with guidance at each step. The proposed solution addresses common issues with communication, process transparency, and managing expectations. The thesis also outlines a practical plan to implement and test the solution with candidates and other relevant stakeholders.

Virksomheder konkurrerer hårdt om dygtige medarbejdere. Dette speciale undersøger, hvordan jobsøgere oplever ansøgningsforløbet i Novo Nordisks HR-afdeling (People & Organization) – fra det øjeblik de begynder at lede efter et job, til de indsender deres ansøgning. Med en servicedesign-tilgang – metoder der forbedrer tjenester ved at inddrage dem, der bruger dem – anvendes design thinking (iterativ problemløsning sammen med brugere), kortlægning af kandidatens rejse (visualisering af trin og oplevelser gennem forløbet) og interviews. Tæt samarbejde med kandidaterne bruges til at finde udfordringer og udvikle ideer til forbedringer. Casestudiet resulterer i en redesignet ansøgningsformular og et tydeligere overblik over processen med vejledning i hvert trin. Den foreslåede løsning adresserer typiske udfordringer med kommunikation, gennemsigtighed i processen og forventningsafstemning. Specialet præsenterer også en konkret plan for at implementere og teste løsningen sammen med målgruppen og relevante interessenter.

[This apstract has been rewritten with the help of AI based on the project's original abstract]

Service Design ; Double Diamond ; Candidate Experience ; Job application process ; User Experience ; Human Resources ; Hiring Process

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