Affinix represented a major strategic shift for Peoplescout, an external staffing provider for large corporations and event staffers, like Starbucks, Chick-Fil-A, and Aramark. The new platform digitized their candidate pipeline services and repositioned the company as a SaaS provider.
This move wasn’t made in a vacuum, though; Peoplescout’s clients were accustomed to the offline model, and there was a distinct lack of information about a platform they were expected to migrate their entire recruitment apparatus to. I was brought aboard to ensure a smooth transition by building a sales enablement and training library that demonstrated Affinix’s ability to support client workflows, lower costs, and improve overall talent quality.
Sales Enablement
It wasn’t just Peoplescout’s clients that had grown accustomed to the old ways; it was the internal sales and customer experience (CX) teams as well. Client-facing personnel needed accessible, visually compelling resources that conveyed Affinix’s value and impact. Essentially, ice-breakers for the Affinix discussion that would entice client leadership to attend one of my Affinix demos. Here are two examples of the one-pagers I created for these teams:
Product Documentation
These quick-grab resources merely started the conversation. A comprehensive user manual was critical for sales and CX teams to understand Affinix’s functional scope and answer complex questions around adoption.
Before writing a word, I conducted days’ worth of interviews with product leadership to educate myself on Affinix’s baseline functionality and its capacity for task customization. I used their insights to build an outline of common processes that reflected a candidate’s journey through the system, from Talent Community member to onboarded employee.
Nearing completion of the base guide, I took a step back and evaluated it as someone seeing it for the first time. The content was accurate and thorough, but I feared it would be dismissed like a new car manual. To make the guide more accessible, I produced tutorial videos to pair with section, allowing readers to choose how they ingested process walkthroughs. Here are two examples:
Tutorial: Filtering Rehire Candidates
This video shows how to identify Talent Community members that would be rehires.
Interview Management Tool Overview
This video highlights Affinix’s digital interviewing features.
Knowledge Management
Shortly after completing the base guide, executive leadership implemented a tiered subscription model for Affinix. Functionality would be staggered across four distinct instances to ensure clients would only have to pay for the features they would use.
This meant parsing the base guide into tier-specific manuals that reflected each feature set. Additionally, I met with CX leaders to understand which tier each client would use, so I could bake custom process walkthroughs into the appropriate guides.
The process felt like editing a manuscript by shredding it and gluing it back together. I was concerned the decentralization of what was a single source of truth would lead to client frustration if they unknowingly referred to the wrong documentation. In order to mitigate this potential hairiness, I worked with Peoplescout developers to add a chatbot to Affinix so users could quickly pull the correct resources. Here’s an example interaction: