OBJECTIVE
Redesigned the company “clickx” analytics portal for internal users /agencies to find the content they need.
Clickx is a digital marketing services providing consistent value to agency to increase revenue and scale-up your agency. in a single comprehensive dashboard for full transparency with your name on it.Nationwide is creating a new intranet site that will gradually replace the current site. The primary navigation for both will be updated for a more seamless transition.
Conform to user’s expectations Ensure the system performs quickly Ensure consistency Identify areas of improvement in CLICKX UI Increase growth and traffic to CLICKX plansRedesign the annual census review process to accommodate more data, improve usability, and apply style guidelines from the updated Nationwide retirement plan management system.
MY ROLE TIMELINE TEAM
UX Researcher & Designer Jan - Mar 2020 UX Researcher & Designer(2),
Business Lead and Developer.
BACKGROUND
Employers complete this process to ensure all employee data for the year is up-to-date and correct.
Each company can have thousands of employees to manage, so this process can be tedious and time-consuming.
CURRENT STATE
The current workflow is confusing and cumbersome.
To determine how to proceed, we first focused on understanding the issues with the current workflow. Are there existing pain points? Where can usability be improved?
BACKGROUND
Employers complete this process to ensure all employee data for the year is up-to-date and correct.
Each company can have thousands of employees to manage, so this process can be tedious and time-consuming.
Employee data
Employee data includes census and payroll information. This data is used to identify current or potential retirement plan participants and determine enrollment statuses, vested balances for participant accounts, and more.
Mistakes can lead to financial and legal repercussions.
Gathering existing and new knowledge to determine the best navigation structure.
We first focused on understanding what employees need and want based on past research, analytics, and a card sort study. Then, we determined issues with the existing navigation. Insights from these informed our final recommended structure.
Understanding the domain
We met with multiple key stakeholders for several weeks to whiteboard, document, and discuss the domain, business requirements, and user needs.
While employers are the primary user for this process, many other roles also provide support for the process.
CLICKX EXPERIENCE LEVELS
CURRENT STATE
The current workflow is confusing and cumbersome.
To determine how to proceed, we first focused on understanding the issues with the current workflow. Are there existing pain points? Where can usability be improved?
PROCESS
PAST RESEARCH & ANALYTICS
HEURITSIC ANALYSIS
Based on the applicability and relevance to our design, we selected 10 heuristic principles, on the basis of the heuristics laid out by Nielsen and Molich (1990).
Reported issues and design recommendations that helped us improve the design includes:
No confirmation message that shows the position one has applied to once the application is on its way.
Difficulty for new users to understand the labels and the appropriate context.
Issues with tags in ‘Skills’ and ‘Interests e.g. how a student chooses these in the profile
(from a pre-defined list versus open-ended adding),
the role they play in the job matching, and how a job poster might indicate skills or interest.Missing option to add other assets besides portfolio, resume, LinkedIn.
Missing info in the job listing -- such as job performance period, hours per week, etc
Intranet survey
In a survey conducted OneIMS clients of 121 agencies on their Clickx tool experience and 30 internal users self-reported the number of client visits, Sales (Leads & conversions) and subscription plans as most frequently used and most valued.
Web analytics
Web analytics from Nov 2020 to Feb 2020 showed that the primary navigation items with the greatest clicks were:
Client visits (35%)
Sales & Leads (31%)
Clickx Tutorial (~13%)
Subscription Plans (~3%)
Task Prioritization
Pain points and usability issues in the current structure
We took a look at the structure of the current navigation and identified issues based on standard usability principles as well as user feedback from past research and the card sort study.
Wireframes
Design Iterations
A/B Testing
DESIGN
Accommodating multiple settings, options, and rules
To make sense of all this complexity, I created a diagram of all the different paths and scenarios. This was very helpful in getting everyone on the same page and allowing them to see where all the pieces of the puzzle fell. Feature numbers and related requirements such as notifications and reports allowed stakeholders to easily reference their requirements documents.