How do you increase user trust in an automated system they don’t understand?
Indeed Enterprise was facing a growing problem. Employer clients were increasingly frustrated with the lack of transparency in a recently implemented automated payment allocation algorithm. The behind-the-scenes process distributed funds to job postings based on market conditions and other metrics. While well-intended to help employers maximize the value of Indeed’s advanced job market advertising model, users didn’t trust the system. Many employers bypassed the algorithm entirely, manually allocating funds per job, which led to inefficiencies, misaligned priorities, and mounting dissatisfaction.
As Senior UX Researcher, I led research for a redesign initiative to address these concerns, focusing on creating a more transparent, user-centered solution. Through in-depth user research and iterative prototyping, we developed a system that empowered employers with greater control over job postings’ budget allocation. The new solution not only increased user engagement and trust in the algorithm, but also shaped the product roadmap for future enterprise clients.
Results Snapshot:
- Higher User Engagement: Clients who adopted the new workflow reported greater confidence and efficiency in managing job priorities and budget allocation, resulting in better overall platform satisfaction.
- Increased Trust in Algorithm: The added transparency and control features significantly improved trust in the automated system, leading to higher adoption rates.
- Strategic Product Influence: The success of this project directly shaped the future direction of Enterprise product strategy, influencing key roadmap decisions.
- Model for User-Centered Design: The initiative was widely recognized internally as a benchmark for applying user-centered design principles, setting a new standard for the organization.
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