The french post employes all use an internal website. This website has been made to facilite the access to the company tools, such as applications, document browser, company's news and help center.Problems
Thanks to the first feedbacks I got from the project owner, users only use this platform as an applications list. None of the other features are used. And most of the time, users don't know it exists.
First of all, it was important to understand the platform weakness from 2 sides : - pure ergonomic way, using design guidelines - user centered, interviewing final users about
First of all, in a pure ergonomic side, I choose to make an audit of the platform. Thanks to the "Bastien & Scapin" ergonomics guidelines, I made a list of each points which didn't respect these guidelines.
This first part of the audit, helped me to know the design issues. In order to have a full design view of the platform, we needed to inteview users.
I had the chance to visit 3 mail-sorting centers in Paris. There, I interviewed 15 users. These are the feedbacks I got:
People do not use the platform as it has been made for. Because the users' feedbacks were interesting and usefull, I used them as a starting point for the exploration step.
Here, I made a user journey map from a typical action users do everyday: search for an app. How you can see, when users start searching for an app on the Post company app store, they got lost and don't find what they were searching for.
Because we design for people, it is important to have an image which represents the users types in order to remember in each steps of ideation their needs and fears. From the data I collected during the exploration step (interviews & exploration), I gathered types of users depends on these variables:
2 personas stand out from the user research:
Persona#1 works most of the time from his desktop, he prefers to use the intranet on a big screen. Furthemore, he is not familiar with new technology. Persona#2 likes working with a smartphone. She is familiar with computers, and love to custom her favorite shortcuts.
When you work as an UX Designer in a big and old company. People are always interested by your job. What do you do? What is it for? Is it graphic design? I invited 5 users (from the users' group I interviewed) to participate to a design workshop. I tried to pick up users who matched with these 2 personas, and from different departments (sales and logistics). During 2h, they collaborated as a team, and the result was amazing.
The goal of the workshop was to generate features ideas for the platform's homepage. INPUT : persona & user's interviews OUPUT : new features
Icebreakers are very important in a design workshop. However, it was important to carefully choose icebrakers which really help the participants to generate ideas and get them more confidence in the "design process". During the main part of the workshop, we used the "The Lotus Flower" for generating new ideas. The advantage of this tool, is too let people generate a lot of ideas from a simple sentence. In order to widen the field of possibilities, it's better to start with an unclear sentence, I choose "Have a nice day at work". From this sentence, participants needed to think about the conditions for having a good day at work, let's call these conditions the themes. Some of these themes were: "Finish all my tasks", "Enjoy good time with collegues", or "Don't have trouble in public transport". Then, they voted for the most relevant answers. Then, I asked them to imagine features which can help them to succed these themes. Let's take the theme "Finish all my tasks", these are the features for home page of the intranet they got:
In total, participants have created 9 new features.
For this project, I made short time iteration. So, after each new big step on Sketch, we made user tests. First of all, I made hand sketch of the features made at previous step by the participants of the workshop. The research show us that final users don't have time, they are really busy at work, and they need to manage many things during their workday. That is why, I tried to sketch prototypes which looks like small cards you can find on a control panel or a dashboard. These cards follow the "Straight to the point" rule and only show the relevant information.
With all these new features, I needed to reorganisation the homepage and how information goes to the users. The challenge was to create a homepage that users want to use. The mental load shouldn't be too high, in order to don't lose users not familiar with technology (persona#1).
I worked on a navbar which can be used as a red wire within all the intranet applications.
In order to proceed these short iterations, we made distance user tests. Using User Zoom solution from User Zoom company, we proceeded distance users tests to almost 50 users. Let's talk about one user test we made for the new application index. I created 2 views for this page. I wanted to know which one was the easiest to navigate with, and which one display the information in the best way.My hypothesis
Many information are needed on each application cards, such as name, description, working state, browsers compatibility... User has to quickly move the look on all the cards and find the one he/she is looking for. It is not convenient and make the mental workload get high.
To our surprise, this had the opposite effect! Finally, users were more confortable using solution B. A 2nd aspect of the project has been critisez by users : the scrolling distance. With a same scroll distance, you can observe more applications with solution B than solution A. The mental workload level is higher, but the scrolling time is longer.