A Leaky Bucket
Talent Inc. relies on a vast network of contract career services professionals to write resumés for its customers. Writers are expected to adhere to brand standards for document quality and formatting, and to communicate with clients using a confusing and outdated order management system. This legacy platform, along with a low-touch onboarding process causes confusion and frustration for new hires, leading to high drop-out rates and a costly recruitment process.
This worked well until it didn't — until we recognized that we were shipping our team structure to customers and causing confusion. We wanted customers to use all of our products, but we weren't making it easy to do so. We needed to simplify by unifying the applications into one product experience: one plan and setup flow utilizing shared business assets. In order to use Buffer, customers must connect a social account (aka: a "channel"), so we decided to start there. This project was Step 1 to fully realizing our longer term product strategy — one Buffer.