One Stop Shop Design SolutionsMichelle Li & Lin Gao
One-Stop Shop Goals      Enhance user experience      of services for job seekers in Hong Kong      Improve operational ef...
Research & Design ProcessExisting Job                                                           New JobSeeking Experience ...
Job Seekers
Job Seekers TypesType 1 - Self-Help                     Characteristics                       Well educated, highly skille...
Job Seekers TypesType 2 - Need Career Training                                Characteristics                             ...
Job Seekers TypesType 3 - Need Emotional Counselling                                Characteristics                       ...
Job Seekers Hierarchy of Needs               Job info            Type 1             Career skills           Training cours...
Current Job Seeking Experience
Profile Type 1                 Raymond Wong                 Age: 22                 Occupation: University student        ...
Current Job Seeking Process
Current Job Seeking Process
Current Job Seeking Process
Current Job Seeking Process
Profile Type 2                 Jane Lo                 Age: 40                 Occupation: Caretaker                 Chara...
Current Process to Get Training
Profile Type 3                 Chen Tachi                 Age: 52                 Occupation: Unemployed                 C...
Current Process to Seek Counselling
Current Process to Seek Counselling
Current Process to Seek Counselling
Problems                           overall unpleasant user experience           EXPERIENCE      frustration and helplessne...
Design GoalsInformation Sharing   Visible, accessible, understandable   User-friendly and clean   Centralized information ...
StairwellOne Stop Shop                             Counselling & Interview                                                ...
New Job Centre Experience
Technology             Space                  Service              InformationInformationSharing
Information Design
Information Design Problem 1                  Mapping and Signage                    Poor signage and visual map          ...
Information Design Concept                 Counselling & Interview                                                  Stairw...
Information Design ConceptReception            Job Information                     Hub                                    ...
Information Design Problem 2                  First-Time Visit                     Users feel lost and disoriented        ...
Information Design Concept
Information Design ConceptWelcome Bag                                                LABOUR DEPARTMENT  Service informatio...
Information Design ConceptWelcome Bag              LABOUR DEPARTMENT                                                      ...
Information Design Problem 3                   Job Cards                     Small type                     Hard to read  ...
Information Design Concept                Data Entry                                                      November 27, 200...
Information Design Problem 4                      Job Vacancy Wall                        Frequent manual updates         ...
Information Design Problem 4 (cont’d)                        Job Vacancy Wall                          Card format differe...
Information Design Concept                     Digital Job Wall                       More visible information            ...
Technology
Technology Problem                     Kiosks                        Requires uses to stand                        Little ...
Technology Concept                     Kiosks                        Sociable seating                        Users can sig...
Technology Concept                     Kiosks                        Service staff walk around                        hubs...
Technology Problem (Kiosk Interface)
Technology Concept (Kiosk Interface)
Technology Concept (Kiosk Interface)
Technology Concept (Kiosk Interface)
Technology Problem (Website Interface)
Technology Problem (Website Interface)
Technology Problem (Website Interface)
Technology Concept (Website Interface)
Technology Concept (Website Interface) Search                   Results
Technology Concept (Employer Site Interface)
Technology Concept (Staff Admin Interface)
Technology Concept (Staff Admin Interface)
Technology Overview Job Seeker Website         Employer Website            Staff Admin Website                           C...
Conclusion
Overview                                                            Stairwell                           Counselling & Inte...
Overview                              Stairwell                            Men                            Toilet          ...
Overview                    Counselling & Interview                                                             Stairwell ...
Overview                                                                                                                  ...
Overview                                                            Stairwell                           Counselling & Inte...
Overview                   Counselling & Interview                                                            Stairwell   ...
Overview                   Counselling & Interview                                                            Stairwell   ...
Overview                                                            Stairwell                           Counselling & Inte...
Technology             Space                  Service              InformationInformationSharing
Technology        Centralized, shared        and up-to date        information easily        accessible by        user-fri...
Space                        Combined services                          in one location to                         facilit...
Service              Visible and understandable                maps, signs, and service   Information                infor...
Thank You
One Stop Shop Design Presentation
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One Stop Shop Design Presentation

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One Stop Shop design presentation to the Government of Hong Kong's Efficiency Unit and Labour Department, Kaizor Innovation, Hong Kong Design Centre, and School of Design Faculty.

Dec 2008

Published in: Technology, Business
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One Stop Shop Design Presentation

  1. 1. One Stop Shop Design SolutionsMichelle Li & Lin Gao
  2. 2. One-Stop Shop Goals Enhance user experience of services for job seekers in Hong Kong Improve operational efficiency for government staff
  3. 3. Research & Design ProcessExisting Job New JobSeeking Experience Seeking Experience n ch n ec n t en tio io Ex sig tifi m ar lo t ut ve ep pm ca en le se De Id ob De nc Re Pr Co
  4. 4. Job Seekers
  5. 5. Job Seekers TypesType 1 - Self-Help Characteristics Well educated, highly skilled High motivation Technologically proficient
  6. 6. Job Seekers TypesType 2 - Need Career Training Characteristics Secondary level education Seeking career change Lacking soft, transferable skills
  7. 7. Job Seekers TypesType 3 - Need Emotional Counselling Characteristics Limited education Low self-esteem Some have disabilities Require social aid
  8. 8. Job Seekers Hierarchy of Needs Job info Type 1 Career skills Training courses Type 2 Job search assistance Financial assistance Psychological counselling Type 3
  9. 9. Current Job Seeking Experience
  10. 10. Profile Type 1 Raymond Wong Age: 22 Occupation: University student Character: Confident, motivated and eager to start his career path Skills: Computers, interpersonal, languages Education Level: Bachelors degree Previous Employment: Office clerk Technical Proficiency: High Background: As a new graduate, Raymond is currently working part-time as a tutor for young children while searching for a permanent job as a social worker.
  11. 11. Current Job Seeking Process
  12. 12. Current Job Seeking Process
  13. 13. Current Job Seeking Process
  14. 14. Current Job Seeking Process
  15. 15. Profile Type 2 Jane Lo Age: 40 Occupation: Caretaker Character: Quiet and shy Skills: Cleaning, manufacturing assembly Education Level: Form 5 Previous Employment: Clothes manufacturing Technical Proficiency: Low Background: Mrs. Lo lives with her husband and daughter. Mr. Lo works as a truck driver and earns only HK $7000/month. She would like to upgrade her skills for a chance to secure a better job.
  16. 16. Current Process to Get Training
  17. 17. Profile Type 3 Chen Tachi Age: 52 Occupation: Unemployed Character: Low confidence and self-esteem; in need of moral support and counselling Skills: Factory assembly, dish washing, cashier Education Level: Form 3 Previous Employment: Factory worker Disabilities: Hearing impaired and knee injury Technical Proficiency: None Background: Abandoned by his wife and kids, Mr. Chen is now dependent on social aid as he cannot secure a stable, well-paying job. He mostly relies on friend referrals and newspaper ads to find temporary jobs.
  18. 18. Current Process to Seek Counselling
  19. 19. Current Process to Seek Counselling
  20. 20. Current Process to Seek Counselling
  21. 21. Problems overall unpleasant user experience EXPERIENCE frustration and helplessness not visible Information Information cluttered not accessible confusing Technology not user friendly services separated into different centres Space difficult to navigate and understand not catered to inidividual needs Service not helpful
  22. 22. Design GoalsInformation Sharing Visible, accessible, understandable User-friendly and clean Centralized information system Enhance communication between job seekers, staff and employers
  23. 23. StairwellOne Stop Shop Counselling & Interview Men Toilet Community Area Women Toilet Search for jobs Job Information Hub Reception i Take training courses Career Self-Learning Seek counselling Lift Lobby Development Centre Centre Computer Area Training Room Training Room Reception Training Room
  24. 24. New Job Centre Experience
  25. 25. Technology Space Service InformationInformationSharing
  26. 26. Information Design
  27. 27. Information Design Problem 1 Mapping and Signage Poor signage and visual map No visibility Difficult to navigate
  28. 28. Information Design Concept Counselling & Interview Stairwell Mapping Men Toilet Large, clear, visible map Community Area Women Toilet Job Information Hub Strong bold colours Reception i Recognizable icons Career Lift Lobby Development Centre Self-Learning Centre Enhanced readability Computer Area Training Room Training Room Reception Training Room
  29. 29. Information Design ConceptReception Job Information Hub i Signage Large, clear, visible mapCareer Development Computer Area Strong bold coloursCentre Recognizable icons Enhanced readabilitySelf-Learning Training RoomCentreCommunity Counselling &Area Interviews
  30. 30. Information Design Problem 2 First-Time Visit Users feel lost and disoriented Reception desk located at rear Brochures presented in disorganized manner Information overload and clutter
  31. 31. Information Design Concept
  32. 32. Information Design ConceptWelcome Bag LABOUR DEPARTMENT Service information package Contains registration form and brochures East Kong Hong r To w e Used for storing additional job information , Rev u enue ad 34/F cester Ro ong 5 G lo a i, H o n Ch gK Wa n collected during the user’s visit t e l: fax: : 2591 262 www 1318 6 2 5 9 1 b s .g o v.h .j o k web s Hour ays - Fr id m Enhances branding/visual identity days M o n m - 6 :3 0 8 :0 0 a rday s S a t u m - 2 :0 0 p pm H o li days a 9 :0 0 u b li c nd P ays a Sund ed C lo s Acts as advertising
  33. 33. Information Design ConceptWelcome Bag LABOUR DEPARTMENT Stairwell Counselling & Interview Men Toilet Community Area Women Toilet Job Information Hub Reception i Career Self-Learning Development Centre Lift Lobby Centre Hong Kong East Computer Area 34/F, Revenue Tower Training Room 5 Gloucester Road Wan Chai, Hong Kong Training Room Reception tel: 2591 1318 fax: 2591 6262 web: www.jobs.gov.hk Training Room Hours Mondays - Fridays 8:00 am - 6:30 pm Saturdays 9:00 am - 2:00 pm Sundays and Public Holidays Closed Hong Kong East Floorplan Map
  34. 34. Information Design Problem 3 Job Cards Small type Hard to read Cramped information space No information hierarchy Inconsistant language format
  35. 35. Information Design Concept Data Entry November 27, 2008 Job no: TMO2008-0009894 CO Job Cards Leader Glory Industrial LimitedSalary Requirements Coloured cards and icons$7,000/month Qualified applicants will have 1-2 years experience supporting management level staff and teams. Basic computer operation knowledge of MS Word, Excel, Outlook, and PowerPoint. Knowledge of browser short-cuts. according to categoryDistrictMong Kok DutiesIndustry Manage Outlook appointment schedules, assist in preparation of reports and presentations. Master the creation and enhancement of presentation and support Improved legibility materials. Print, distribute and maintain computerized and financial reports.Business ServicesVacancies Working Hours 5.5 working days/week Monday-Friday (9:30am - 6pm), Saturday (9:30am - 1pm) Information hierarchy1 Contact Job seekers may send resumes to Miss Chan by Separate English from Chinese fax: 2854 3710 email: hr@leaderglory.com.hk
  36. 36. Information Design Problem 4 Job Vacancy Wall Frequent manual updates Information not up-to-date Hard to read
  37. 37. Information Design Problem 4 (cont’d) Job Vacancy Wall Card format different from kiosk cards
  38. 38. Information Design Concept Digital Job Wall More visible information Organized by occupation and colours Real-time updates from centralized database system Reduce paper usage
  39. 39. Technology
  40. 40. Technology Problem Kiosks Requires uses to stand Little assistance from staff Overwhelming and confusing for many users
  41. 41. Technology Concept Kiosks Sociable seating Users can sign in with smart card to apply for jobs
  42. 42. Technology Concept Kiosks Service staff walk around hubs to assist
  43. 43. Technology Problem (Kiosk Interface)
  44. 44. Technology Concept (Kiosk Interface)
  45. 45. Technology Concept (Kiosk Interface)
  46. 46. Technology Concept (Kiosk Interface)
  47. 47. Technology Problem (Website Interface)
  48. 48. Technology Problem (Website Interface)
  49. 49. Technology Problem (Website Interface)
  50. 50. Technology Concept (Website Interface)
  51. 51. Technology Concept (Website Interface) Search Results
  52. 52. Technology Concept (Employer Site Interface)
  53. 53. Technology Concept (Staff Admin Interface)
  54. 54. Technology Concept (Staff Admin Interface)
  55. 55. Technology Overview Job Seeker Website Employer Website Staff Admin Website Central Information Digital Card Wall Digital Information Hub
  56. 56. Conclusion
  57. 57. Overview Stairwell Counselling & Interview Men Toilet Community Area Women Toilet Job Information Hub Reception i Career Self-Learning Development Centre Lift Lobby Centre Computer Area Training Room Training Room Reception Training Room
  58. 58. Overview Stairwell Men Toilet i Women Toilet Lift Lobby
  59. 59. Overview Counselling & Interview Stairwell Men Toilet Community Area Women Toilet Job Information Hub Reception i Career Self-Learning Development Centre Lift Lobby Centre Computer Area Training Room Training Room Reception Training Room
  60. 60. Overview Stairwell Counselling & Interview Men Toilet Community Area Women Toilet LABOUR DEPARTMENT Job Information Hub East Reception i ong Ho ng K r To w e enue ad , Rev 3 4 /F c e st e r R o o n g u gK 5 G lo a i, H o n Ch Wa n 1318 2591 262 te l: 6 k 2 5 9 1 b s. g o v.h fa x : web : ww w .j o Career Self-Learning Hours d ay s ay s - Fr id m M o n m - 6 :3 0 p Development Centre 8 :0 0 a rd ay s S a tu m - 2 :0 0 a pm H o li d ay s Lift Lobby Centre 9 :0 0 u b li c nd P ay s a Sund C lo se d Computer Area Training Room Training Room Reception MS Office Training Training Room 陈太奇 Taichi Chen
  61. 61. Overview Stairwell Counselling & Interview Men Toilet Community Area Women Toilet Job Information Hub Reception i Career Self-Learning Development Centre Lift Lobby Centre Computer Area Training Room Training Room Reception Training Room
  62. 62. Overview Counselling & Interview Stairwell Men Toilet Community Area Job Information Women Hub i Toilet Reception Career Self-Learning Development Centre Lift Lobby Centre Computer Area Training Room Training Room Reception Training Room
  63. 63. Overview Counselling & Interview Stairwell Men Toilet Community Area Job Information Women Hub i Toilet Reception Career Self-Learning Development Centre Lift Lobby Centre Computer Area Training Room Training Room Reception Training Room
  64. 64. Overview Stairwell Counselling & Interview Men Toilet Community Area Women Toilet Job Information Hub Reception i Career Self-Learning Development Centre Lift Lobby Centre Computer Area Training Room Training Room Reception Training Room
  65. 65. Technology Space Service InformationInformationSharing
  66. 66. Technology Centralized, shared and up-to date information easily accessible by user-friendly interfaces ServiceInformationSharing
  67. 67. Space Combined services in one location to facilitate and ease users’ job search Service experienceInformationSharing
  68. 68. Service Visible and understandable maps, signs, and service Information information supporting communication andInformation sociabilitySharing
  69. 69. Thank You
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