I9 Onboarding Process
New Hires are abandoning the onboarding process at the I-9 section
Decisely took the process of new hire paperwork and put it online. This included filling out an I-9 form. The original flow wasn't communicating the right information to the right user which caused a lot of confusion. I was tasked with creating a new flow to help improve user abandonment and task success.
Issues with the original flow
These are notes I took as I was walking through the existing flow online.
RESEARCH
CITIZENSHIP DETERMINES THE DOCUMENT
After walking through the existing flow I decided to see what goes in to determining the documentation that can be used on an I9 form. I got the information I was looking for at the US Citizenship & Immigration Services website. I made a list of the 4 different types of citizenship that can be used on an I9 and then listed out the documents that applied to that citizenship status as per the USCIS site.
SOLUTION
DIVIDE IT INTO STEPS
When figuring out that every type of citizen doesn't need to see every type of document I came up with the idea to divide this process into steps determined by whatever the user chooses on the previous step.
Citizenship will dictate what documents they'll have to choose from and what documents they choose will determine the rest of the information they need to fill out. The user must click continue after selecting what applies to them in order to see the next step.
As for the two lists of ID (Option A & Option B) placing them side by side with the word "or" in between and graying out whatever option wasn't selected (but still making it clickable) solves the issue of people filling out both of them.
TESTING
We A/B tested this with people around the office and community. The new flow had a much higher completion rate and less questions than the previous.
FINAL FLOW
I handed off the final screens to the developer along with this flow so it was clear which documents needed to be shown to who.
