UX
Report
|Darwinbox Employee Work from Office platform
CONTEXT
WORK FROM OFFICE
Confirmation from Team
Pre-Booking
Approval from Manager & Admin
MEDIUMS USED
Via Slack, Teams, Chat, email, phone call
Mail based// Textual // Google form
Via Mail- Confirmation check by Security
PLAN
S1
DESIGN SOLUTION 1
APPROACH
The approach in solution 1 is for a well acquainted team.
EVALUATING THE FLOW
DESIGN SOLUTION 2
APPROACH
S2
Solution 2 has 'lead the way' cue cards at every page, this helps a first time user navigate without having to ask the HR/other colleagues for guidance.
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Summary of S1 and S2design solution
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Analyse the use flow of S1 S2 -- translate to Object Flow
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Create a service blueprint //write why and how it helps micro observations
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Create Admin's persona | A day in life | AEIOU Framework
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Conduct usability testing with a persona similar to the Admins
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Feedback on S1 and S2- scope for improvement
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Analysis using featured base comparison- Report
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Quantitative metrics specific to design for product analysis- possibility of Analyse Scalabilty of the solutions, expansion of user segments, possibility of additional use cases.
The flow considers the feature of transparency where the entire organisation can view the bookings for a day, across departments and teams. It is sequential as per the process which can guide a new user.
The flow does have a clearer segregation of the stages involved in creating aa request to getting the approval along with the visibility of approvals 'given' by the user and its history.
FOCUS GROUP FEEDBACK
The context was explained to a focus group of professionals. They were asked to go through the interactive prototype of both the solutions and convey the confusions or challenges they come across, if any.
Participants | 4 | Domains: IT, Strategy, Digital Transformation, Developers | Age range: 27-35 years.
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Consolidated Feedback Statements:
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Instead of dates being represented as '11/16/2021', the representation can be 16 Nov 2021 since the DD/MM//YYYY or MM/DD/YYYY is not universal across global companies.
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The Filled up calendar is almost stressing me out.
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Can this just be included into one of the platforms the employees already use instead of having a whole another platform for this purpose? Hoping the need for this requirement will end soon
PERSONA
The persona this time around was based around the admin responsible for management of employee return to office bookings and co-ordination with the security and admin team.
KARAN MATHUR
BIO
ASPIRATIONS
EXPECTATIONS
35 yr | MALE. HE/HIM | ADMIN
Karan works in admin at TATA Comm. He is currently responsible for employee 'Return-to-office' management.
FRUSTRATIONS
To make sure he is able to provide booking slots to all bookings as per the need and urgency.
Employees are co-operative with a smooth booking. The dates, day and time are mentioned without error. To be able to decide which team to prioritise when in a fix.
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Having to ask people for documents in order to approve their entry to office.
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Multiple requests at once, in a fix about which team should be prioritised first.
HEURISTIC EVALUATION
Based on the prototypes that were shares and focus group user feedback, the following is a presumptive evaluation of Solution 1 and 2 across various heuristic principles for usability of the interface.
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EFFICIENCY
SOLUTION 1
SOLUTION 2
Minimum action principle
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Efficiency when Completing a task
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Prevention of potential errors while completing task
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Return Period between action and response
EFFICACY
Effort to complete the task
LEARNING CURVE
Time taken to get used to the working of it
Help for first time users
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SATISFACTION
User adaptability
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Autonomy in tasks completed
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No Add ons to run the software
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Total
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SERVICE BLUEPRINT
I mapped out the service blueprint for the proposed solutions in order to understand the operation planning in case of implementation. This activity helps in finding operational challenges, if any.
PHASE
STAGES
TOUCHPOINTS
USERS
PRE SERVICE
IN-SERVICE
POST-SERVICE
Preparation
Awareness
Onboarding
Service
Feedback
Reflect
Market based decision
Prototype Testing
Marketing
Installations
Sync
Data
Sync
Data
User
Feedback
Internal team reflections
Scalability and Expansion of use case
Primary Research and User Testing
Check Potential of POC and Purchase
COMPANY ADMIN
EMPLOYEES
HUMAN RESOURCE
Introduction and Training
DATABASE
procurement and management
RECOMMENDATIONS
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Booking Slots according to time pockets available for meeting as a feature can be included, since not every team intends to spend the whole work-day in office.
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The upper limit of '50% employees' can still be accommodative of bookings coming in post the limit as the number limit is '50 %employees at once.' With smart time slot based booking along with day- based booking.
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Taking the analogy of how online ticket bookings work- the booking is not valid till payment goes through, but is held for that particular duration of time to facilitate payment. This could address the pain point of an employee mentioning 'days for booking' are never available to start with.
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The Vaccination status should be available for the admin and security to view since that becomes one of the criteria to check before approving a request.
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A system to manage the 'rejected application' of one team member from a team booking of 5 people team will be adjusted to open booking for another 1 employee can be considered.
Due to paucity of time, all the processes listed in the plan were not able to be covered in the above submission and are underway.