Enhanced guidance for improved support

Increasing user confidence and adoption for the manager evaluation process.

Role

Product designer

Team

Product manager,
program manager,
enablement, comms

Duration

5 weeks

Tools

Figma, HTML, CSS, WalkMe

TL;DR

TL;DR

Our people manager’s were experiencing a challenge to recollect training material while evaluating employee performance. Leading to frustrations and low adoption to our Workday system and business process. This led to the development of a series of drawers, aimed to house relevant training materials that heavily influenced the manager’s in making the correct evaluation that ultimately influenced the increase of our eSAT score.

Impact

Our goal with the shipped project was aimed to influence the increase of our eSAT score and increase business process knowledge. Our leadership believe that we exceeded expectations by influencing the increase of our eSAT score by 4pts raising our eSAT score to 81%.

In addition, usage rate of our drawers were measured at 15%, which was a 10% increase compared to our legacy solution.

15%

increased
user usage

+4pt

eSAT increase relative to previous cycle

5

positive anecdotal mentions

The challenge

Swivel chair enablement

Training material and guidance were housed in disparate systems or only through virtual instructor led training.

The challenges managers experienced were they needed to shuffle between systems, personal notes, and recollection of training to confidently evaluate performance in the Workday tool.

This frustrating experience led to lower than expected eSAT scores and adoption rate of the tool and process.

Tool tip overload

The legacy experience was sprinkling 8 tool tips with overwhelming amounts of content, and on top of that, the content was not structured in a manner that easily allowed users to scan through easily.

In addition, the usage data showed that these tool tips were only used by less than 5% of the user population.

Legacy (replaced) experience

The following example is a redacted re-representation of the replaced tool tip experience.

Design

The right variant for the right use case

A collection of variants were designed to accommodate different content structure complexities.

Default variant

The standard variant for minimal content that could easily be scanned/read by users.

Accordion variant

Accordions were introduced to progressively disclose complex content structures.

Nested content variant

Nested patterns were introduced for more complex content structures, but only used when justified to avoid overwhelming users.

Fixed button container

Fixed button container added to the bottom of the side panel, maintaining consistency of key actions of the side panel.

Custom HTML and CSS

Lastly, prototypes were developed and validated via usability tests ran by our research team. Since this was a re-engineered out-of-the-box component for our WalkMe platform. I led a majority of the development within WalkMe, where I contributed from a front-end engineering standpoint writing the HTML and CSS.

Final polish

Let's connect

Let's connect

Let's connect