When it comes to background checks companies, making HR happy, closing deals and retaining customers, we continue to hear the usual drivers like speed to hire, regulatory compliance, price and great customer support. But today, as you know, competition is fierce, our services now are a commodity, and these drivers are givens, a baseline to land and retain valuable customers.
And based on our research and feedback, we are hearing another future driver. Before I say what it is, I want to state that we don’t currently see this as a looming threat like legislation or compliance, but certainly a competitive advantage that a few background check companies and many applicant tracking and HRMS systems are capitalizing on today.
This new trend we are seeing is and it sounds simple is an improved user experience design for candidates, hiring managers, and for even your employees.
When we say user experience design or UX as it’s called, we mean the process of enhancing customer satisfaction and loyalty by improving the usability, ease of use, and pleasure provided in the interaction between the customer and the product.
Yes, we believe we can make the background check process pleasurable for candidate and the hiring manager! In fact, deverus’ mission today is creating a background check experience that doesn’t suck!
To put it into context, some argue that great companies like Apple, Google, Amazon, and Starbucks, (yes Starbucks, they have more than 4 million mobile wallet payments per week) And they are successful because they’ve used great UX as a competitive advantage. They’ve made the User Experience matter. Do you think the fact that your 4 year old can navigate a smart phone, ipad, better than you is by accident? No, they’ve made it so simple, so easy to use that anybody can pick it up. That’s the essence of UX design.
Today, everyone, not just children know good design and bad design when they see it, when they use it. You know a good experience and a bad experience when you use something. So why should the background check process by any different for candidates, for your customers, for you?
The big shift is that the experience is driving the technology, not the technology driving the experience, and if technology is driving it, it won’t be for long because the user will find something better, It’s just a google search away, and it’s already out there now.
But what you have to realize is that this is a good thing for all of us even in background check business because the right user experience should make things more efficient, faster, easier and even fun to use. If you really listen to your user, this translates to money saved, better customer retention, and even happier employees.
So in addition to making sure our customers can compete on the usual drivers, this is where deverus is going. We want to create the best user experience in the background check industry to help our customers compete with the best user experience not only in our market but up against ATS’s and HRMS’ so when that ATS tries to get the customer to switch, the Hiring manager says “no thank you, we really like our background check experience with our current provider!”