Application rejection workflow needs revision
When applications for the GitLab for Open Source Program are rejected, users see messages and receive email correspondence that are misleading and ineffective. As a result, applicants typically contact program support to request additional direction or detail, requiring program manager intervention.
Goal: Revise the application rejection process to eliminate any need for additional, repeat correspondence.
Workflow overview
When an applicant's project does not meet program requirements, we reject that application in SheerID. The applicant then receives an email that looks like this:
In only limited cases is more information from the applicant useful or necessary, because in only limited cases do we have enough information to properly assess the application. More commonly, we have all the information we need to confidently reject an application for a project that does not meet program requirements; we simply need to inform the applicant of the rejection, not request additional materials.
But the correspondence the applicant receives seems to indicate that further action could reverse the decision. This is not typically the case, and leads to unnecessary additional (duplicate) applications.
When the user clicks the button that reads Submit Documentation
, this familiar page appears:
It has a URL that includes the application's verification ID, formated like this:
https://offers.sheerid.com/gitlab/member/?verificationId=XXXXXXXXXXXXXXXXXXXXXXXX
The stated reason for rejection seems to vary based on our rationale for rejection (in SheerID):
More appropriate would be a message that simply reads something like:
Your project does not qualify for the program and your application has been rejected.
This is more definitive and does not lead applicants to believe they should continue attempting verification.
Moreover, resubmission requirements—in the case that they are useful or necessary—could be more accurate. They read:
This does not remind the user that we're seeking screenshots, nor does it provide enough context for obtaining these screenshots (i.e., with a link to our documentation).
Meanwhile, the application landing page also changes for applicants with cookies enabled. The form now loads the "Need more info" stage when a user revisits the page:
So this unhelpful message with inadequate instructions appears in multiple locations.
Compounding the difficulty is the fact that users receive reminder emails about rejected applications. These have the subject line Have you forgotten to upload your document?
. They look like this:
The Submit Documentation
button takes users to the same form pictured above.