One Stop Shop design presentation to the Government of Hong Kong's Efficiency Unit and Labour Department, Kaizor Innovation, Hong Kong Design Centre, and School of Design Faculty.
Dec 2008
2. One-Stop Shop Goals
Enhance user experience
of services for job seekers in Hong Kong
Improve operational efficiency
for government staff
3. Research & Design Process
Existing Job New Job
Seeking Experience Seeking Experience
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5. Job Seekers Types
Type 1 - Self-Help
Characteristics
Well educated, highly skilled
High motivation
Technologically proficient
6. Job Seekers Types
Type 2 - Need Career Training
Characteristics
Secondary level education
Seeking career change
Lacking soft, transferable skills
7. Job Seekers Types
Type 3 - Need Emotional Counselling
Characteristics
Limited education
Low self-esteem
Some have disabilities
Require social aid
8. Job Seekers Hierarchy of Needs
Job info Type 1
Career skills
Training courses Type 2
Job search assistance
Financial assistance
Psychological counselling
Type 3
10. Profile Type 1
Raymond Wong
Age: 22
Occupation: University student
Character: Confident, motivated and eager to
start his career path
Skills: Computers, interpersonal, languages
Education Level: Bachelors degree
Previous Employment: Office clerk
Technical Proficiency: High
Background: As a new graduate, Raymond is
currently working part-time as a tutor for
young children while searching for a
permanent job as a social worker.
15. Profile Type 2
Jane Lo
Age: 40
Occupation: Caretaker
Character: Quiet and shy
Skills: Cleaning, manufacturing assembly
Education Level: Form 5
Previous Employment: Clothes manufacturing
Technical Proficiency: Low
Background: Mrs. Lo lives with her husband
and daughter. Mr. Lo works as a truck driver
and earns only HK $7000/month. She would like
to upgrade her skills for a chance to secure a
better job.
18. Profile Type 3
Chen Tachi
Age: 52
Occupation: Unemployed
Character: Low confidence and self-esteem; in
need of moral support and counselling
Skills: Factory assembly, dish washing, cashier
Education Level: Form 3
Previous Employment: Factory worker
Disabilities: Hearing impaired and knee injury
Technical Proficiency: None
Background: Abandoned by his wife and kids,
Mr. Chen is now dependent on social aid as he
cannot secure a stable, well-paying job. He
mostly relies on friend referrals and
newspaper ads to find temporary jobs.
22. Problems
overall unpleasant user experience
EXPERIENCE frustration and helplessness
not visible
Information
Information cluttered
not accessible
confusing
Technology not user friendly
services separated into different centres
Space difficult to navigate and understand
not catered to inidividual needs
Service not helpful
23. Design Goals
Information Sharing
Visible, accessible, understandable
User-friendly and clean
Centralized information system
Enhance communication between job
seekers, staff and employers
24. Stairwell
One Stop Shop Counselling & Interview
Men
Toilet
Community Area Women
Toilet
Search for jobs Job Information Hub
Reception i
Take training courses
Career Self-Learning
Seek counselling Lift Lobby
Development
Centre
Centre
Computer
Area
Training Room
Training Room
Reception
Training Room
28. Information Design Problem 1
Mapping and Signage
Poor signage and visual map
No visibility
Difficult to navigate
29. Information Design Concept
Counselling & Interview
Stairwell
Mapping
Men
Toilet
Large, clear, visible map
Community Area Women
Toilet
Job Information Hub
Strong bold colours
Reception i
Recognizable icons
Career
Lift Lobby
Development
Centre
Self-Learning
Centre Enhanced readability
Computer
Area
Training Room
Training Room
Reception
Training Room
30. Information Design Concept
Reception Job Information
Hub
i Signage
Large, clear, visible map
Career Development Computer Area Strong bold colours
Centre
Recognizable icons
Enhanced readability
Self-Learning Training Room
Centre
Community Counselling &
Area Interviews
31. Information Design Problem 2
First-Time Visit
Users feel lost and disoriented
Reception desk located at rear
Brochures presented in
disorganized manner
Information overload and clutter
33. Information Design Concept
Welcome Bag
LABOUR DEPARTMENT
Service information package
Contains registration form and brochures
East
Kong
Hong r
To w e
Used for storing additional job information , Rev
u
enue ad
34/F cester Ro ong
5 G lo a i, H o n
Ch
gK
Wa n
collected during the user’s visit t e l:
fax:
:
2591 262
www
1318
6
2 5 9 1 b s .g o v.h
.j o
k
web
s
Hour ays
- Fr id m
Enhances branding/visual identity days
M o n m - 6 :3 0
8 :0 0
a
rday
s
S a t u m - 2 :0 0
p
pm
H o li
days
a
9 :0 0 u b li c
nd P
ays a
Sund
ed
C lo s
Acts as advertising
34. Information Design Concept
Welcome Bag
LABOUR DEPARTMENT
Stairwell
Counselling & Interview
Men
Toilet
Community Area Women
Toilet
Job Information Hub
Reception i
Career Self-Learning
Development Centre
Lift Lobby Centre
Hong Kong East Computer
Area
34/F, Revenue Tower Training Room
5 Gloucester Road
Wan Chai, Hong Kong
Training Room
Reception
tel: 2591 1318
fax: 2591 6262
web: www.jobs.gov.hk Training Room
Hours
Mondays - Fridays
8:00 am - 6:30 pm
Saturdays
9:00 am - 2:00 pm
Sundays and Public Holidays
Closed
Hong Kong East
Floorplan Map
35. Information Design Problem 3
Job Cards
Small type
Hard to read
Cramped information space
No information hierarchy
Inconsistant language format
36. Information Design Concept
Data Entry November 27, 2008
Job no: TMO2008-0009894 CO
Job Cards
Leader Glory Industrial Limited
Salary Requirements Coloured cards and icons
$7,000/month Qualified applicants will have 1-2 years experience supporting management level
staff and teams. Basic computer operation knowledge of MS Word, Excel, Outlook,
and PowerPoint. Knowledge of browser short-cuts.
according to category
District
Mong Kok Duties
Industry
Manage Outlook appointment schedules, assist in preparation of reports and
presentations. Master the creation and enhancement of presentation and support Improved legibility
materials. Print, distribute and maintain computerized and financial reports.
Business Services
Vacancies
Working Hours
5.5 working days/week
Monday-Friday (9:30am - 6pm), Saturday (9:30am - 1pm)
Information hierarchy
1
Contact
Job seekers may send resumes to Miss Chan by Separate English from Chinese
fax: 2854 3710
email: hr@leaderglory.com.hk
37. Information Design Problem 4
Job Vacancy Wall
Frequent manual updates
Information not up-to-date
Hard to read
39. Information Design Concept
Digital Job Wall
More visible information
Organized by occupation
and colours
Real-time updates from
centralized database system
Reduce paper usage
58. Overview
Stairwell
Counselling & Interview
Men
Toilet
Community Area Women
Toilet
Job Information Hub
Reception i
Career Self-Learning
Development Centre
Lift Lobby Centre
Computer
Area
Training Room
Training Room
Reception
Training Room
59. Overview
Stairwell
Men
Toilet
i
Women
Toilet
Lift Lobby
60. Overview Counselling & Interview
Stairwell
Men
Toilet
Community Area Women
Toilet
Job Information Hub
Reception i
Career Self-Learning
Development Centre
Lift Lobby Centre
Computer
Area
Training Room
Training Room
Reception
Training Room
61. Overview
Stairwell
Counselling & Interview
Men
Toilet
Community Area Women
Toilet
LABOUR DEPARTMENT
Job Information Hub
East
Reception i
ong
Ho ng K
r
To w e
enue ad
, Rev
3 4 /F c e st e r R o o n g
u gK
5 G lo a i, H o n
Ch
Wa n
1318
2591 262
te l: 6 k
2 5 9 1 b s. g o v.h
fa x :
web
: ww
w .j o
Career Self-Learning
Hours
d ay s
ay s
- Fr id m
M o n m - 6 :3 0
p
Development Centre
8 :0 0
a
rd ay
s
S a tu m - 2 :0 0
a
pm
H o li
d ay s Lift Lobby Centre
9 :0 0 u b li c
nd P
ay s a
Sund
C lo se
d
Computer
Area
Training Room
Training Room
Reception
MS Office Training
Training Room
陈太奇
Taichi Chen
62. Overview
Stairwell
Counselling & Interview
Men
Toilet
Community Area Women
Toilet
Job Information Hub
Reception i
Career Self-Learning
Development Centre
Lift Lobby Centre
Computer
Area
Training Room
Training Room
Reception
Training Room
63. Overview Counselling & Interview
Stairwell
Men
Toilet
Community Area Job Information Women
Hub
i Toilet
Reception
Career Self-Learning
Development Centre
Lift Lobby Centre
Computer
Area
Training Room
Training Room
Reception
Training Room
64. Overview Counselling & Interview
Stairwell
Men
Toilet
Community Area Job Information Women
Hub
i Toilet
Reception
Career Self-Learning
Development Centre
Lift Lobby Centre
Computer
Area
Training Room
Training Room
Reception
Training Room
65. Overview
Stairwell
Counselling & Interview
Men
Toilet
Community Area Women
Toilet
Job Information Hub
Reception i
Career Self-Learning
Development Centre
Lift Lobby Centre
Computer
Area
Training Room
Training Room
Reception
Training Room
66. Technology Space
Service
Information
Information
Sharing
67. Technology
Centralized, shared
and up-to date
information easily
accessible by
user-friendly
interfaces Service
Information
Sharing
68. Space
Combined services
in one location to
facilitate and ease
users’ job search
Service experience
Information
Sharing
69. Service
Visible and understandable
maps, signs, and service Information
information supporting
communication and
Information sociability
Sharing
