Redesign

Contact HR

Role

UX Designer

Product Team

HRCM

Duration

12 months

Project

Problem

The experience to date made it hard for colleagues to know where they directing their queries, and queries would be lost some would be lost or would not be actioned which was a huge pain point.

The legacy system caused HR Operations Agents to have to use a combination of the system, MS Excel, and MS Outlook to view, review and action HR queries that came in. This required a lot of manual intervention and made for a lot of errors.

Solution

The HR organisation needed to replace its current CRM tool used within HR Operations and improve the experience of HR case management for the users to deliver an overall service for the bank.

Process

  • An initial 6-week residency took place where many of our senior stakeholders went to learn about agile ways of working and to establish the scope of the project.

    Shortly after, I conducted initial user interviews with some of the HR Operations super users to understand their pain points and challenges with using the current tool.

    Following the interviews, I synthesised the insights I gathered and developed a findings report and played it back to the wider project team in a design review.

    Some team members then conducted a field study which supported the findings report and the points put forward in it.

    I developed two Personas and three journey maps based on the insights gathered, put them on the walls of the project space, and introduced them in our design review.

  • The scrum team, comprised of designers, developers, Op Model specialists, process specialists, and data and security model specialists, got together and took part in some event storming, user story mapping, value slicing and some sketching to begin to form what the MVP solution would be. Our decisions were based on what we heard from the users, the business goals and what we could feasibly do given the landscape of the organisation.

    We carefully assessed the impact of our decisions against all three factors until we reached an agreement on what the MVP would look like. The Product Owner then communicated this to the Head of Operations (the key stakeholder).

  • I designed a number of options for the solution, carefully considering the pain points and what would make the experience easier for the user group. These designs went through a number of iterations following usability testing feedback until we landed at an option which we were confident.

  • I worked closely with the Product Owner and Developers ensuring the designs were feasible and maintained the same viability as initially determined in the defining stage.

    I did this by being engaged and vocal in the Backlog Grooming sessions.

    My work with the Developers was around guiding them around the styling and the behaviour of components. As this product was built on Salesforce, I had to ensure that Salesforce Lightning components were being employed correctly.

    There was one instance where the Developers were unsure how to build a particular component, so I went on the Salesforce site and found the appropriate code and shared it with the team to use.

    I left Barclays in 2021 with this project still running - Having followed up, they have re-platformed with another tech solution, and have not yet resumed build.

Case View

Based on what I learned from the user research we conducted, I designed a simplified case view where Agents could see their cases, could filter based on the case status and by date. This would remove much of the manual intervention and manipulation of data that existed due to the legacy solution.

Agents would also be able to see who the previous case owner was, or who it is presently assigned to. If an Agent was on annual leave or off sick it would be hard to track the case or know what actions (if any) had been taken in the legacy solution. This new solution would allow Agents to have a view of cases and their statuses so they can take action accordingly.

Results Page

I designed a results page based on topic specific triage tiles on the home page. The results page allowed colleagues to further filter by subcategory e.g. Learning (primary topic), Mandatory Training (subcategory). This was done to help reduce error in the case submission, as was an issue in the legacy solution.

Once a colleague had selected their subcategory, they could select one of the tiles which held their search results, which would open up as a request form to enable them to input the details of their query and submit it to HR Operations.

Case Submission

I designed an HR case request form for colleagues to submit their cases through. Once submitted, the case would appear in the Agent’s case view for them to action.

I designed a case submission screen that was to be accessed through the case view screen. This feature allowed Agents to see the colleague customer’s case submission. On this screen, an Agent could look at the details of the case, accept or reject the case request, view attachments, and understand the priority of the case (which was determined by business rules built into the operating model, and the tech and data architecture).

Agents also had the ability to read case notes left by other Agents and take any necessary action e.g. escalation.