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Writer's pictureDEEPAK VAIDYA

Redesign of iBridge : Background Verification Platform





Project Overview

AuthBridge's iBridge is a background verification software used by HR professionals to verify candidate information. As the UX lead, I was tasked with redesigning the product to improve user experience, streamline workflows, and modernize the interface. This case study outlines the process and outcomes of this redesign project.

1. Evaluate Existing Design




To begin the redesign process, I conducted a thorough evaluation of the existing iBridge design. This involved:

  • Heuristic analysis: Applying Nielsen's 10 usability heuristics to identify areas of improvement.

  • User flow mapping: Documenting the current user journeys to identify pain points and inefficiencies.

  • Visual design assessment: Evaluating the current interface for consistency, clarity, and adherence to modern design principles.

Key findings:

  • Complex navigation structure leading to user confusion

  • Inconsistent UI elements across different sections

  • Lack of clear feedback on user actions

  • Outdated visual design affecting perceived credibility

2. Create Service Blueprint

To gain a comprehensive understanding of how iBridge works, I created a service blueprint. This involved:

  • Mapping out front-stage and back-stage processes

  • Identifying key touchpoints between users and the system

  • Documenting support processes and systems

Insights gained:

  • Identified bottlenecks in the verification process

  • Discovered opportunities for automation

  • Highlighted areas where better communication could improve user experience


3. Competition Benchmarking

I conducted a thorough analysis of competing background verification software to identify industry best practices and potential areas for differentiation. This included:

  • Feature comparison

  • UX/UI analysis

  • User reviews and sentiment analysis

Key takeaways:

  • Mobile responsiveness is becoming industry standard

  • Integration with HRMS systems is a valued feature

  • Real-time status updates are highly appreciated by users


4. User Research

To truly understand the pain points and needs of our users, I conducted extensive user research involving both HR professionals and candidates. This included:

  • In-depth interviews with 15 HR professionals and 20 candidates

  • Online surveys (200+ responses)

  • Analysis of customer support tickets and feedback

Key pain points identified:

  • HR Professionals:

    • Difficulty in tracking multiple verification requests

    • Lack of clear status updates

    • Time-consuming data entry process

  • Candidates:

    • Confusing document upload process

    • Lack of transparency in verification status

    • Difficulty in correcting submitted information


5. Reimagine Architecture

Based on the insights gathered, I reimagined the information architecture of iBridge:

  • Created a new sitemap focusing on user tasks rather than system features

  • Developed user flows that minimize steps and reduce cognitive load

  • Designed a new navigation structure to improve discoverability

Key improvements:

  • Task-based navigation (e.g., "Start New Verification", "Track Requests")

  • Personalized dashboards for different user roles

  • Streamlined document upload process for candidates


6. Build a Basic Design System

To ensure consistency and scalability in the new design, I developed a basic design system:

  • Defined a color palette that aligns with AuthBridge's brand identity

  • Created a typography hierarchy

  • Designed a library of reusable UI components

Components included:

  • Buttons and form elements

  • Cards for displaying verification requests

  • Status indicators

  • Navigation elements



7. Create New UI and Flow

Utilizing the new architecture and design system, I created the new UI and user flows:

  • Designed high-fidelity mockups for key screens

  • Created interactive prototypes to demonstrate user flows

  • Iterated on designs based on internal stakeholder feedback

Key features of the new design:

  • Intuitive dashboard with at-a-glance status updates

  • Streamlined verification request process

  • Improved document upload interface for candidates

  • Clear and consistent status communication










8. User Testing

To validate the new design, I conducted user testing sessions:

  • Recruited 10 HR professionals and 15 candidates

  • Created task scenarios to test key user flows

  • Used Figma prototypes for interactive testing

  • Collected quantitative (task success rates, time on task) and qualitative feedback

Results:

  • 90% of users successfully completed core tasks without assistance

  • Users reported higher satisfaction scores compared to the old design

  • Identified minor usability issues that were addressed in the final design



9. Tech Handover


To ensure smooth implementation of the new design, I prepared a comprehensive handover package for the development team:

  • Detailed UI specifications and interaction documentation

  • Asset library including all icons and graphical elements

  • Annotated wireframes highlighting dynamic elements and data requirements

  • Responsive design guidelines

  • Accessibility requirements and considerations

Additionally, I:

  • Conducted a walkthrough session with the development team

  • Established a process for ongoing design-development collaboration

  • Created a shared repository for design files and documentation


Conclusion

The redesign of iBridge resulted in a more intuitive, efficient, and modern background verification tool. By focusing on user needs and leveraging best practices in UX design, we created a product that not only meets but exceeds user expectations. Initial feedback from beta testers has been overwhelmingly positive, with users reporting significant improvements in efficiency and satisfaction.

Next steps include monitoring post-launch metrics, gathering user feedback, and planning for continuous improvement based on real-world usage data.

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