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Leveraging AI to give agents control over their careers

Fjord was asked by I can't tell you, sorry to investigate why staff at their agency were unsatisisfied with the career support at the agency and felt that their career trajectory was plateauing. What followed was a year-long journey into the hiring, mentoring, and promoting process at the agency. From our research, we developed an experimental prototype that would put staff in the driver seat of their career, allowing them to piece together the necessary building blocks to get to their goal.

The Problem: Because of the ‘good ol’ boy’ culture of I can't tell you, sorry, advancement is based on who you know and not what you know.

The Opportunity: I can't tell you, sorry already has all the necessary trainings, certifications, and networking opportunities for advancement, it just needs more direction.

The Solution: Create a digital roadmap that leverages AI to understand what an agent wants to do and couple that to the existing opportunities that will get them there.

  • Client
    • Sorry, can't tell you.
  • Skills Used
    • Brand Audit + Research
    • Brand Strategy + Positioning
    • Visual Brand Identity
    • Brand Guidelines
    • UX Design
Image of a user journey the follows the career path of an employee.

Uncovering and empathising with the struggles in the agency

We spent months interviewing individual employees, staff, and leadership personnel. We hosted rumbles that had immersive activities aimed at uncovering the professional culture at I can't tell you, sorry. The most resounding things we learned is that employees felt that the jobs they wanted were going to less-qualified individuals and employees desired clearer direction on how to advance at the agency.

Putting it on paper

Mapping out a user flow, we explored the different steps and actions an employee takes throughout their career at Still can't tell you. We identified specific pain-points, measured their emotional toll on the staff, and identified specific opportunities for improvement.

This map let us easily show out clients what we've been hearing throughout the agency and spark some amazing conversations.

Image of a user journey the follows the career path of an employee.

Piecing together an idea

Once we knew what problems was, it was time to build something to solve it

We knew two things:

  1. We needed to create a mobile application (client requirement)
  2. This application needed to make it unimaginably easy to know how to advance at the agency.

The good thing is that "Sorry, can't tell you." already did a great job at creating opportunities for it staff to advance. There are hundreds of courses, jobs positions, and certificatesfor agents to sign up for, apply to, and take. What it didn't have was a way to connect them with what an employee wants to do.

Leveraging AI, we created a prototype that would interpret an agent's goals and aspirations into tags and then those tags are linked to specific opportunties within the agency. The user can then simply browse through the opportunities, schedule them, and slowly build a roadmap to their career goal.

Image of a user journey the follows the career path of an employee.

Bringing the idea to life

We built the prototype of this application, which we call the Career Advancement Portal, using Axure and leveraging the Google Mineral design sytem.

In the prototype we had the user walk through the basic steps of Career Action Portal:

  1. Entering your career goal.
  2. Break down the response into career-focused tags.
  3. Adjust and approve the generated tags.
  4. Leverage the Career Opportunities page to search for certain opportunities.
  5. Select opportunities to add to your individual career roadmap.
Image of a user journey the follows the career path of an employee.

Creating the interactive prototype

Creating the prototype in Axure made it easy to share it with our client, test with users, and make instant adjustments.

Building a quick brand identity

I put together a quick logo and creative guidelines for the prototype. I snagged the font from from the client's site and a color pallette complementary to theirs. I wanted the logo to be simple and pay homage to success, so I included an arrow pointing upward.

Image of a user journey the follows the career path of an employee.