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Designing a Better Background Screening Experience

Senior Product Designer, 2019 — 2022

In January 2021, I joined the HireRight product design team to lead design for the reimagining of Backgroundchecks.com, a leading provider of background screening for small to medium-sized businesses.

Lean Product Canvas Workshops

Lean Product Workshop Screen

To redesign the core product offering I lead a series of workshops and exercises to reinvent the product from the ground up. I collaborated across the product, sales, and operations teams at Backgroundchecks.com to start to shape a vision for the product in 2022.

User Research

To build a foundation of research for the redesign I conducted internal interviews with company operations and sales teams to learn more about customer needs and interactions. I also contacted a select group of customers directly to conduct generative interviews with them which we used to validate the problems we wanted to solve.

“I find the whole system kind of clunky. It's not really intuitive. It just seems, you know, out of date I guess you'd say."

Customer Quote, July 2021

“I'm going to be blunt. We have a lot of suppliers and we are spending way too much time teaching these people how to read and understand these reports”

Customer Quote, July 2021

Although many of the findings were what I expected I learned more about the many ways customers were compensating for deficiencies in the product.

Ad Hoc Personas Development

Ad Hoc Personas Screen

With customer interviews and the data gathered internally I started to shape ad hoc personas that could feed in th many of the user stories I would write with the product management team. These personas would also be refined and improved over time as we gathered more data from customers.

Competitor Analysis

In collaboration with the product team I conducted extensive competitor analysis to determine where we were in the competitive landscape. This involved evaluating the offerings from a brand, design, and customer experience perspective.

GoodHire
ClearChecks
TransUnion

We learned that many of the companies leaping ahead were focusing solely on providing a simplified user experience which was resonating with many new customers.

User Story Mapping

To feed the many user flows that I would design I worked with the product management team, again, to write a series of user stories.

User Stories

We learned that many of the companies leaping ahead were focusing solely on providing a simplified user experience which was resonating with many new customers.

Designing the Order Flow

One of the first flows we decided to redesign was the new customer order flow. This is one of the most important flows in the product.

BGC Order Flow
BGC Order Flow
BGC Order Flow
BGC Order Flow
BGC Order Flow
BGC Order Flow
BGC Order Flow
BGC Order Flow

Redesigning the Background Report Experience

Background reports are the heart of the product. The experience that exists today models a traditional paper report where the user must consume large parcels of data. In this redesigned approach we focused on introduced key new features that would allow the customer to scan and immediately understand what the status of a report was as well as understanding what was found and the importance of it.

Background Report Experirence

Background Report Experirence

Background Report Experirence

Background Report Experirence

We learned that many of the companies leaping ahead were focusing solely on providing a simplified user experience which was resonating with many new customers.

Additional Work

Vistaprint
Asurion
HireRight
AVVAY
Tenable
TrueAccord

About

A multidisciplinary designer based in Nashville who is passionate about solving hard problems with human centered design. Read more.