Re-design of Novo Nordisk's application form: Improving candidate experience through service design practices
Term
4. term
Education
Publication year
2024
Submitted on
2024-05-23
Pages
75
Abstract
In an era of heightened competition for top talent at organizations, this thesis aims to explore and understand the process and inherent challenges of candidate experience from a service design perspective. It is focused on enhancing the job application process for candidates within the context of Novo Nordisk’s Human Resources department (People & Organization). The application process is investigated from the moment candidates start seeking a job until they submit their application. The conducted research emphasizes the use of service design practices, such as design thinking, customer journey mapping and interviews to analyze the needs, pains, and thoughts which candidates experience throughout the application process. In this sense, a collaboration with the target group is crucial for ideation purposes, in order to identify opportunity areas for improvement. The case study results in a re-designed application form, including a process overview and guidance throughout each step of the application. The proposed improved solution alleviates candidates pain points concerning communication, process transparency and expectations management. Finally, a comprehensive plan for implementing and testing the proposed solution with the target group and relevant stakeholder is presented.
Keywords
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