Sr. UX Designer
The need
The Swedish Public Employment Service (Arbetsförmedlingen) needed to alleviate the heavy workload on its customer service team, particularly related to job seekers' activity and absence reporting, which consumed a significant amount of time through phone-based interactions. Additionally, there was a need to streamline financial processes by creating a system that enabled companies to efficiently submit invoices, particularly in relation to the "work train" programs designed to help unemployed individuals reintegrate into the workforce.
The assignment
As the Lead UX Designer, I was responsible for two main projects:
App for Job Seekers:
Designed an app that allowed job seekers to self-report their activities and absences (e.g., due to illness), reducing the burden on customer service staff.
The app was developed for iOS, Android, and responsive web platforms to ensure accessibility for a broad audience.
I applied various UX methods such as user interviews, customer journeys, wireframing, and prototyping to ensure the app was user-friendly and efficient.
Financial Invoicing System:
Led the design of a financial system and interface that streamlined the invoicing process between companies and Arbetsförmedlingen.
This system facilitated the smooth operation of "work train" programs that helped unemployed individuals transition back into the workforce.
The design reduced administrative tasks and minimized phone-based interactions, making the invoicing process faster and more efficient.
ADDED VALUE
App for Job Seekers:
The app significantly reduced the volume of phone calls to customer service, shortening queues and allowing both job seekers and Arbetsförmedlingen staff to focus on more critical tasks.
It improved the overall experience for job seekers by providing a seamless and convenient way to report their activities, leading to greater user satisfaction.
The app freed up Arbetsförmedlingen’s resources, allowing staff to prioritize cases requiring more urgent attention, thus improving operational efficiency.
Financial Invoicing System:
The invoicing system minimized phone hours and manual administrative tasks, enabling businesses to submit invoices efficiently.
It supported the reintegration of unemployed individuals by ensuring that financial processes related to work training programs were handled quickly and accurately.
This project streamlined Arbetsförmedlingen’s financial operations, improving its ability to support job seekers and companies effectively.
Version 1 Design
