About iBridge
AuthBridge’s iBridge is a globally trusted employee background screening platform, supporting over 3,000 companies across 140 countries and managing 5 million monthly verifications. Facing UX challenges due to outdated technology and design, the platform required a complete redesign to enhance user satisfaction, efficiency, and transparency.
Challange
The existing iBridge platform, built on legacy PHP and Bootstrap frameworks, faced significant UX/UI shortcomings:
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Dated and unappealing interface creating user friction.
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Complicated workflows causing delays and user drop-offs.
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Insufficient transparency into the verification process.
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Difficulties managing multiple verification tasks.
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Confusing document management processes.
These issues negatively impacted user satisfaction, increased hiring delays, and hindered overall operational efficiency.
My Role
As the Principal UX Designer, I led the project from initial research and strategy formulation to final UI delivery, managing stakeholder collaboration, aligning user needs with business objectives, and ensuring a user-centric design approach.
UX Strategy & Process
Discovery & Analysis
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Conducted heuristic evaluations to identify core UX issues.
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Competitive benchmarking highlighted essential industry practices like mobile responsiveness and HRMS integration.
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Facilitated deep-dive user research:
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15 HR professional interviews
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20 candidate interviews
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200+ user survey responses
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Outcome
>45%
Reducing candidate form
completion time by 45%
90%.
Improving SLA compliance by 90%.
80%.
Boosting Customer Satisfaction (CSAT) scores by 80%.
Enhancing feature adoption through intuitive design.
Building a scalable, responsive, future-proof platform.
HR Manager Analysis & Pain Points
Insights
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Users prioritized ease, speed, and transparency.
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HR professionals required streamlined workflows and better tracking.
Unified Design System for all Authbrige Products
Ideation & Design
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Developed comprehensive user personas (Candidate & Hiring Manager).
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Created detailed service blueprints, uncovering bottlenecks and opportunities for automation.
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Redesigned the information architecture around clear, task-oriented workflows.
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Built a scalable design system aligned with AuthBridge branding for consistent, rapid design.
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Designed high-fidelity prototypes to iteratively refine critical user flows:
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Personalized role-specific dashboards
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Simplified verification requests
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Clear real-time notifications and tracking
Outcomes & Impact
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The redesigned iBridge platform significantly enhanced user experience and operational efficiency:
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Efficiency: Achieved a 45% reduction in candidate onboarding time.
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Transparency: Real-time verification status visibility for users.
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Satisfaction: Projected 80% increase in customer satisfaction scores.
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Compliance: SLA adherence improved by 90%.
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Adoption: Increased user engagement and feature usage through intuitive UX.
Reflections & Learnings
Comprehensive Mapping
End-to-end service blueprinting was crucial for identifying hidden pain points.
Consistency & Scalability
Establishing a robust design system facilitated efficient, cohesive design processes.
User-Centricity
Robust, diverse user research directly informed impactful UX decisions.
Transparency Matters
Real-time updates significantly improved user confidence and satisfaction.
SAAS | HR Tech
iBridge: Elevating UX for a Global Employee Background Screening Platform
Overview
Role: Principal UX Designer
Company: AuthBridge
Sector: HR Tech, SaaS
Duration: 6 months
