Enterprise UX Work - Walkthrough

Part 1/9 - Define: Employee Experience Redesign Strategy

While we knew that the key delivery platform for the Employee Experience is SharePoint, used for document management, collaboration, and communication within organizations, we needed to define a comprehensive approach.

It was realized that the overall goals for the stakeholder users need to be more intuitive, efficient, and user-friendly, ultimately increasing employee productivity and satisfaction. We knew it needed to define the size of the “breadbox”.

To fulfill these objectives, a mixed-method research approach was adopted. To align with the Business Case, the executive team wanted to put problem definition into a Design step.

Quantitative and Qualitative: all companies are different, a combination of Quantitative and Qualitative methods were chosen by the management team.

• Best Practices Analysis: heuristic analysis of SharePoint's best practices was conducted to identify best practices and opportunities for improvement.
• Analytics Review: usage analytics and heatmaps to understand how employees navigate and use SharePoint in the context of project management and delivery.
• Surveys: distributed to a representative sample of employees, allowing us to collect quantitative data on their use of SharePoint, preferences, and pain points.
• Sprint Stakeholder Interviews: were conducted with 20 employees from various departments involved in Business Analysis, IT Architecture, Development, Quality Assurance, and Project Management. These interviews unearthed valuable insights into their experiences, needs, and pain points.
• Sprint Usability Testing: of usability testing sessions were organized with a group of employees, providing invaluable insights into the current SharePoint interface's usability issues.
• User Stories: on outputs from the surveys, user interviews, and usability testing, brief, plain-language explanation of a feature or functionality written from a user's point of view
• Wireframes and Prototypes: wireframes and interactive prototoypes in each Sprint, to guide and inform developers, business operations planners, and QA staff before releases.
• Results Tracking: value by tracking increases in usage, produtivity and workflow optimization through better content management.

Part 2/9 - Best Practices Analysis

Envisioning Change - Art of the Possible Technique

Sample Best Practices

One of the problems in large enterprises is the tendency to look inward. Although top management believes that they are sufficiently aligned, often alignment occurs at a very high, conceptual level, leaving huge margin for divergence in the way each of the members of the Executive Team involve their teams and communicate key organizational messages:

• Understanding that new ways of working are used by other leading organizations
• Breaking down cognitive bias in a risk free way
• Re-orienting old thinking to new Design Thinking to inspire and show the organization is committed to change

Part 3/9 - Data Driven Design - Analytics Review

Re-evaluating Assumptions

Analytics allows business leaders, designers, and developers to make informed decisions based on user behavior data rather than relying solely on intuition. This data-driven approach helps create more user-centric designs.

• Identify real pain points over assumptions
• Understand User Behavior
• Identifying organizational optimization opportunities

Sample Analytics Report

"You can't really understand another person's experience until you've walked a mile in their shoes"

- Ancient Proverb

Part 4/9 - UX User Survey

Identifying Target Users

Surveys provided quantitative data that complemented the qualitative findings from user interviews:

Over 1000 points of quantitative and qualitative feedback were analyzed summarized, to help group areas of focus for the UX design process.

These pieces of feedback were also used to guide UX Personas, User Stories and Visual Wireframing.

• Identify frustration and why there is low satisfaction and broken workflows
• Identify key "hidden" needs that are key to success
• Information Overload and root causes of broken processes

Part 5/9 - User Interviews

Primary information vs. assumptions

Interviews with key stakeholders helped us align business goals with user needs.

• Complex Navigation: found it challenging to navigate through SharePoint, leading to delays and frustration.
• Inefficient Document Handling: handling processes were seen as inefficient and time-consuming.
• Communication Gaps: felt that communication and collaboration features could be improved for seamless project management.

User Testing Planning and Interview Guide

Part 6/9 - Preliminary Findings Report - Current State Analysis, Recommendations

Reporting Findings - Strong Foundational Checkpoint for Project Value

These findings influenced our design recommendations, as we aimed to incorporate these best practices into SharePoint's redesign.

Recommendations: Findings Summary - Current State

• Two groups of users: and navigate in different ways, according to their learning and work style.
    1. Managers: need the high level condensed information, so they can find and direct information quickly
    2. Worker Bees: need the details so they have the correct information and instructions to do their jobs
• Can't find easily more than 50% users could not find what they were looking for in 60 seconds (reasonable amount of time)
• Core Employee Experience IT Value Prop Problems: 100% of users not sure if they were on the right page/template to do their work

Sprint 0 Report Sample

Part 7/9 - User Stories

Agile Planning to align business, design, development needs

User stories are typically brief, informal descriptions of a specific piece of functionality, focusing on the value it provides to the end user.

Part 8/9 - Iterative Annotated Wireframes and Prototypes

Clear direction and alingment, sign off efficiency

Iterative annotated wireframes and prototypes are key components of the iterative design and development process in user experience (UX) and product design.

They serve as valuable tools for refining and visualizing the design of the final product.

This iterative approach to wireframing and prototyping ultimately results in a more user-centric and effective final product.

Part 9/9 - Real Business Impact - Winning the Vision: Rollout Results

Measuring business value and impact

As a final measure of success for the new Employee Experience, the analytics reports provided valuable insights into data and performance metrics.

• Now a common practice, analytics reports are a powerful tool for businesses to enhance their decision-making, optimize operations, and achieve a competitive edge
• By harnessing data and insights, organizations can adapt to changing market conditions, improve customer experiences, and drive overall success