Single work app - Mobile | Tablet

The business was asking to optimize the employee experience by reducing the amount of work apps used, and to save costs for managing the apps by technically regrouping all apps within a single work app.

My Role

• UX Research

• Interaction Design

• Design Workshops

• Prototyping & Usability Testing

The Challenge / Hypothesis

• The users have too many work apps to work with, so the onboarding of new employees was tedious

• IT mentionned that the maintenance of all the apps is pretty costly

• The executive suit thinks that the amount of apps used should be reduced

• The users seem to have issues with the current workflow to complete their daily operations, so they depend on workaround processes in order to help clients in realtime on the field

• The users thought that the current apps were slow and ineffective

Process

1. Research & Discovery

• The business provided us with employee "champions" as Subject Matter Experts (SME), but I insisted that we needed to talk to different types of users (newer vs tenured) in order to get a better diverse insight of how the employee experience is today.

• We did numerous workshops to understand every app available to get an idea of how they work

• We conducted user interviews with the selected panel of experts to validated the hypothesis mentionned previously

• We created a "happy path scenario" of a transaction with a client, and then imagined the whole experience working from a single interface, based on the current experience of every app seperately.  

2. Ideation & Prototyping

Once we agreed with stakeholders on a scenario, we crafted a prototype and crafted a user testing guideline to plan moderated usability testing sessions with our panel of employee users

3. Testing & Validation

We did 12 usability testing sessions, and compiled a detailed report to :

• Confirm the functionalities (apps) to keep or to dismiss

• The current fixes for the current employee workflow to optimise the experience

• Pinpoint the more critical issues and prioritize the potential delivery of the tested experience to IT

4. Visuals and IT Delivery

• The mockups we designed with specific UI constraint (Apple Human Interface Guidelines) in Figma

• Once validated with stakeholders and groomed with IT teams in terms of feasability and effort scoping, the experience was delivered in Figma files

• The Design team was on support during the dev sprint, and avallable if previous decisions had to be altered because of unexpected issues.

Outcome

• We validated the hypothesis that too many apps were hindering the user experience of employees in their daily tasks

• We were able to merge the experience into a single point of entry

• The dev team had an opportunity to clean technical debt in the legacy coding and optimize some IT issues (latency, errors, etc.)

Takeaways

This project allowed me to be more strategic in my input as a UX specialist. Instead of simply agreeing with the stakeholders with their initial hypothesis, I was able to challenge some of their biases (especially from the "champion" users) and to ask to expand the panel of employees in order to have fresh input.

I was also able to understand the reasoning behind why so many apps were delivered in order to helps the employees complete their job. And with that knowledge, I was able to create a seamless experience in a single app that regrouped different predefined experience for the users. They would use one point of entry to find the same experience they were used to.

Back to home