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

2. 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

3. 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.

4. Key Components

5. 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

6. 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

7. 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

8. Phase 1

9. 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

10. 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

13. Current

14. 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

15. 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

18. Gianna Pfister-LaPin Focus on the end user Sr. User Interface Designer
Media Support Services UX Team

19. Focus on the end user – Incorporating Usability
Lean UX Model

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

21. 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

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

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

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

25. Focus on the end user – Incorporating Usability

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

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

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

29. Job Duties
Typical schedule
Primary Motivators
Personal Goals
Preferred info format

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

31. 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)

32. 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

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

34. 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?

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

36. 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

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

38. 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

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

40. 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)

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

42. 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.

43. 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