Bringing the End User to The Table Employee Experience and Usability Sara Elton, Analyst Gianna Pfister-Lapin, User Interface Designer Mayo Clinic September 2015

Agenda Mayo HR Technology Employee Experience Initiative Embedding usability into system projects HR Portal Project Usability In Action LeanUX Methodology Incorporating usability early and as often as needed in projects Putting it all together Best Practices

HR Technology Employee Experience Enter of Excellence Key Initiative Embed Employee Experience in HR Systems Analyst Role Definition Employee Experience is the emotion or satisfaction an individual has as a result of interacting with a system, person or product. Methodology The employee experience methodology will be applied to new and existing HR systems.

Key Components

Taking action… Participated in Training Several usability methods used at Mayo Reference Documentation Created Identifying opportunities, population, data review, and goals Determine User Research Techniques Analyzing an Applying Results Evolution and Refinement

HR Portal Project Implement a robust HR Portal, case management, and knowledge base to increase user self-service Create a dynamic end-user experience across the Enterprise Support HR Redesign. HR Portal will allow HR to be more productive and strategic

Integrating Systems Personalized knowledgebase and single sign-on portal help employees and managers find their own answers to HR questions. (Tier 0) If help is still needed, “Contact HR" feature allows employee to quickly send inquiry to integrated case management tool for customer service rep response. Provides personalized, searchable employee, manager, HR and benefits communications. Unifies all HR, benefits and self-service solutions in a Web 2.0 front-end portal interface. Promotes accuracy and consistency

Phase 1

Building a Foundation Phase I Expectations Portal Technology User-friendly portal with personalized interfaced based on demographic data from Lawson Usability research, design, and branding in collaboration with Media Support Services and voice of the customer groups Knowledge Base Define content load and publishing process as well as the style guide Identify content to be moved to the Knowledge Base Priority of content based on usage by ESC, HR Service Partners and For You available to employees, managers, and ESC Case Management Transition to new case management tracking system including existing Employee Service Center scripts Identify and implement categories / sub categories to be used by employees, managers and HR Define and implement SLA and escalation processes Convert existing smart forms from Remedy with no data transfer to Lawson in phase I The expectation of HR Redesign is that all Human Resources employees will use the Case Management (CM) functionality within the Portal upon go live

Building Continued Phase II Expectations Portal Technology Optimize Portal design based on Voice of the Customer (VOC) Feedback Continue Single Sign On (SSO) Implement data transfer to Lawson Investigate onboarding and determine timing Knowledge Base Review usage of Knowledge Base articles and optimize Case Management Review and optimize categories / sub categories based on Voice of the Customer Refine SLA and escalation processes Develop new smart forms based on high usage transactions with data transfer to Lawson

Current

HR Service Delivery Process Flow Employee and Manager Access HR Service Center Representatives HR Service Center Specialists & Generalists Centers of Expertise and HR Advisors STAFF Support for routine processes and transactions Interprets policy, conducts in-depth research, resolves complex issues - Provide consultation and subject matter expertise HR at your fingertips Support for routine processes and transactions Complex consultations For You Site Employee Service Center HR Advisors and Specialists

Customization vs. Configuration Customization = IT Development and Resources, ongoing maintenance Usability testing can drive better training materials Configuration = out of the box functionality Flexibility in design and usability

Gianna Pfister-LaPin Focus on the end user Sr. User Interface Designer Media Support Services UX Team pfister-lapin.gianna@mayo.edu

Focus on the end user – Incorporating Usability Lean UX Model

Focus on the end user – Incorporating Usability Stakeholders Users Business Business Needs User Needs Audience

Focus on the end user – Incorporating Usability Business Audience Stakeholder Interviews Field Study Observations Current State Analysis Contextual Inquiry Business Analysis Usage analytics Technical analysis Survey/Focus Groups Project timeline Scenarios/Experience Maps Project Plan/Charter Card Sorts Workflow/Task analysis

Focus on the end user – Incorporating Usability Design Create Wireframes Round One Test Analyze Ask for feedback Determine top 3 approaches

Focus on the end user – Incorporating Usability Design Build interactive prototype Round Two Test Analyze Run usability study Identify errors in workflow

Focus on the end user – Incorporating Usability Design Make final changes to prototype Final Round Develop Test Analyze Usability tests successful All issues resolved

Focus on the end user – Incorporating Usability

Voice of the Customer - Population Who are our users? What do they do?

= A persona describes a group of people. 4,500 Administrative Assistants =

Voice of the Customer - Population 43 Employee-focused personas in Mayo’s library Used current web usage stats to determine top 5

Job Duties Typical schedule Primary Motivators Personal Goals Preferred info format

Voice of the Customer – Chalkmark (design test) How do people interact with different web site layouts?

Voice of the Customer – Chalkmark (design test) First extranet at Mayo Clinic – no visual/interaction standards to guide us Needed high-level wireframes for vendor ASAP (optimalworkshop.com)

Voice of the Customer – Chalkmark (design test) 3 different testing groups answered the same questions for A, B, C designs Enabled us to quickly establish basic foundation for the portal pages

Voice of the Customer – Data Review (content) What information are people looking for?

Voice of the Customer – Data Review (content) What topics did employees call HR about the most? What links on the existing page had the most outbound web traffic?

Voice of the Customer – Treejack (info architecture test) Where would people look for that information?

Voice of the Customer – Treejack (info architecture test) Test & re-test draft information architecture (web site navigation) Helped us understand where employees “lost their way” while finding information

Voice of the Customer – Card Sort (preferred term test) What would people name that information?

Voice of the Customer – Card Sort (preferred term test) Card/Affinity sort helped understand preferred category structures & labels Don’t organize a web site like an org chart

Voice of the Customer – Usability (prototype test) How well do all the pieces work together?

Voice of the Customer – Usability (prototype test) Tested volunteer employees using mobile usability kits Recorded screen activity, voice & expressions; analyzed using Morae® (techsmith.com/morae.html)

How to create an engaging employee experience Best Practices How to create an engaging employee experience

The ROI of UX Number of possible design alternatives Cost of change Design-Analyze-Test Phase Development Phase Product Launch Via Bias and Mayhew (1994). Cost-justifying usability. Boston, MA: Academic Press.

Best Practices Understand your population (they might not be who you think) Review existing data (data is everywhere) Obtain the Voice of the Customer (you are not the customer) Test for usability early, frequently and throughout the entire project