MTC Consulting
Making sense out of a sea of recruitment data
OVERVIEW
MTC Consulting’s internal consultants handle a high volume of job orders and face considerable demand to fulfil them. With expansion plans for the future, there was a need to ensure that the consultants build their capacity and have the tools to continue making high-quality matches between their talent acquisition clients and job candidates, and maintain effective working relationships with them. The alignment of their work processes would also expedite the onboarding of new consultants.
MY ROLE
UX Researcher
GOAL
To increase the retention rate of talent acquisition clients with high-quality candidate matches.
MISSION
Providing support to MTC Consulting's clients via "People First" approach, for both talent acquisition clients and job applicants.
Understanding people: We kick-start the project with a user research plan. I interviewed a total of 12 participants, 7 talent acquisition clients and 5 internal talent acquisition consultants. The research objectives were to:
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Understand talent acquisitor's decision-making process when choosing talent consulting firms.
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Uncover touchpoints, channels, data requirements and emotional journey when introducing candidates to hiring managers.
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Spot weaknesses and opportunities in the current MTC Consulting's workflow with talent acquisition clients.
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Reviewing database: We conducted workshops with the co-founders and a consultant manager to gather the existing candidate data and identify information gaps. This helps to craft the design of the system that is then introduced to their internal consultants. ​
KEY FINDINGS
Speed is key:
Clients presented a strong need for prompt updates and speedy job order fulfilment from recruitment consultants
Smooth transition between consultants:
Clients preferred to have their recurring job order requirements logged such that there would be no disruptions from consultant handovers.
Time wastage with silo databases:
Consultants were working independently with their own databases of candidates, which led to a longer time taken to find suitable candidates for clients
Solution: A one-stop platform supporting the needs of the consultants, clients, and candidates. We held design workshops with MTC to brainstorm the features necessary to align their work processes, and developed high fidelity wireframes, keeping in mind to design a user interface that's scalable in light of future growth.
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Technology is transformed from a passive tool into an active partner in achieving MTC Consulting’s goal of enhancing the effectiveness of their internal consultants. The one-stop client and candidate relationship management portal provides consultants with a consolidated source of information. They can now speed up their candidate search process while tapping on the resources and networks of their colleagues. Having an overview of all their assigned job orders and the progress of each helps them to update their clients regularly. With client information logged in the system, different consultants can access and understand client needs immediately, allowing for quicker job order fulfilment and boosting client loyalty.
Impact: The result was recruiting made easy, not just for clients but also for MTC Consulting’s consultants. Instead of working for information, information now works for them.
MTC’s effectiveness became larger than the sum of its consultants, with all the information they needed pooled in one source. Consultants become more cohesive in their search for candidates and are more likely to find suitable candidates quickly for clients, saving time and increasing engagement. Clients trust that MTC Consulting's consultants are aware of their requirements, and thus more likely to engage them for future job orders. The portal exemplifies how technology can revitalize the way people work, a ripple effect that spurs client loyalty and satisfaction.