How User Insights Enhance BBBank's Career Portal
Ensuring a smooth application process for Apprenticeship and Sales roles of the bank a series of usability sessions were conducted with immediate findings.
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About the Career Portal
BBBank doesn’t just hire professionals; it shapes the future of students and career starters in banking. With diverse opportunities for all levels, their multi-layered portal stands as a digital entity in itself. Testbirds conducted 12 moderated usability sessions for the career portal, focusing on Apprenticeship and Sales roles.
- Identified 14 usability issues in the Apprenticeship section and 21 in the Sales section.
- Initiated the development of a new prototype platform based on user insights.
BBBank
BBBank is the largest cooperative retail bank in Germany. By combining digital convenience with nationwide branches, BBBank serves 460,000 members and manages over 34 billion euros in customer business. Its total assets exceed 17 billion euros.
Client’s need
There are almost 1,500 credit institutions in Germany, so attracting top talent is always a challenge. With roles ranging from students and interns to fresh graduates, and seasoned professionals, ensuring easy access to applicant information is crucial. For BBBank, providing a clear and intuitive career platform became essential to prevent losing potential candidates due to navigation issues, with special focus given to their Apprenticeship and Sales roles.
‘Working with Testbirds showed us how vital real user insights are for our career portal. Their usability testing enabled us to uncover additional potential on the website, helping us better serve potential candidates so they can easily apply for the positions they are looking for.'
Test Setup
To quickly uncover as many issues as possible, we conducted 12 x 1-hour moderated usability sessions, recording our testers’ end-to-end journey from entering the career portal to applying for a job. With particular attention on the two main areas of the portal – Apprenticeship and Sales – our 12 testers came from two backgrounds:
- 6 banking education students
- 6 school graduates seeking an apprenticeship or training program
They provided real-time, step-by-step feedback on the entire application process from a usability and UX perspective, evaluating the clarity, accessibility, and sufficiency of information, and noting any gaps.
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Results
Through our usability testing, we gathered extensive user feedback that highlighted both strengths and areas for improvement on BBBank’s career portal. We identified a total of 14 usability issues with the Apprenticeship group and 21 with the Sales group. These issues were primarily related to the website’s structure and design, unclear or insufficient information, the confusing use of PDFs and abbreviations, and an unclear job categorization structure. All of which impacted UX.
Based on this feedback, users provided several suggestions to enhance the portal’s usability, such as including more employee voices in different sections of the website, adding a filter function, and providing more contact information throughout the user journey. By implementing these insights, BBBank will develop a new prototype platform, which will undergo further testing before launch.
This iterative approach allows BBBank to continuously refine its career portal, ensuring it remains visually appealing, modern, user-friendly, and informative. In a nutshell, aligned with the needs of all potential applicants.
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