Bringing the End User to the Table...2015/02/27 · ©2015 MFMER | slide-15 Future Tier 1 Contact...

©2015 MFMER | slide-1

Bringing the End User to the TableThe Mayo HR Portal ProjectSara Selton

February 2015


Agenda

• Mayo HR Systems Employee Experience

• 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 Systems Employee Experience

• Center of Excellence Key Initiative

• Embed Employee Experience in the HR Systems Analyst Role

• Definition

• Employee Experience is the emotion or satisfaction an individual has as the result of interacting with a system, person or product.

• Methodology

• The employee experience methodology will be applied to new and existing HR systems.


Key ComponentsEngaging

Ease of Use

Simplified Terminology

Error-FreeSecure

Integrated & Automated

Empowered

EMPLOYEE

End

To

End

Process

Ongoing


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 and Applying Results

• Evolution and Refinement

//mfad.mfroot.org/rchdept/HumRes/Systems/HR Redesign/Employee Experience/HR Systems Employee Experience1.docx


On-Site Usability Lab


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.


Why a HR Portal with Knowledge and Case Management systems?

HR Portal

Knowledge Management

Case Management

• 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


2014 2015 2016

Q3 Q4 Q1 Q2 Q3 Q4 Q1

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

System Stabilization

Phase I

Enterprise Go Live 6/8/2015

Phase II - Plan, Code, Test, Train - Anticipated Go Live Q1

2016

Employee Training (Brown Bag Sessions)

HR Training

Phase I

HR Go Live 4/13/2015

Planning

Usability Research and Design

Code and

Test

Content Optimization Ongoing

Phase I


High-Level Phase I Implementation ExpectationsBuild foundation for Portal, Knowledge Base, Case ManagementAll sites on Lawson will have access to the PortalDevelop and execute training for HR

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

• Single Sign On (SSO)• Internal (no additional log on required)and external (Mayo Clinic personal user name)• Concur, Leisure and Lifestyle, Statement of Earnings / paycheck, SuccessFactors, others to be determined

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

• Initial transition of 150 high referenced articles to be optimized by Towers Watson• Remaining content will be prioritized , optimized and transitioned with internal resources (multiple phase /

ongoing effort)

Case Management • Transition from Remedy to new case management tracking system including existing ESC scripts• Identify and implement categories / sub categories to be used by employees, managers and HR • Investigate opportunity to transition Incident Management to Case Management• 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


High-Level Phase II Implementation 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• Continue transition of content and HR web pages based on priority

utilizing internal resources

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


Future

Tier 1Contact Center

Tier 3HR Centers of Expertise

Sta

ff

Tier 2HR Generalists, Service

Center Specialists,

-

80% of Contacts 15% of Contacts 5% of Contacts

Tier 0

Portal – Personalized for

Staff and Managers

Portal, Knowledge Base,

Case ManagementCase Management + HR Knowledge Base

HR Connect Reps

Provides staff support for

routine processes and

transactions, handles FAQs

and conducts basic research;

responds to and triages

submitted cases

Addresses issues that

require solutions,

administers policy,

conducts in-depth

research, resolves

complex issues.

Creates policy and

strategy, policy

interpretation,

operational

oversight,

employee

satisfaction


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


LeanUX ModelFocus on the end user – Incorporating Usability


Voice of the Customer – Population

• Population Identification - Personas

• A persona is a fictional representation of a group of people. In the world of user research, this is a preferred way of summarizing and presenting user research.

http://mayoweb.mayo.edu/personas/find-persona.html


Voice of the Customer - Chalkmark

• Chalkmark - Online testing completed through Optimal Workshop

• Reveal first impressions of designs and screenshots with heat map results

• Results


Voice of the Customer – Card Sort

• Card Sorting (Affinity Sort)

• Card sorting for Information Architecture (IA) development and terminology.


Voice of the Customer - Treejack

• Treejack – 3 rounds with 3 different sets of scenarios

• Tree testingfor IA refinement


Voice of the Customer – Data Review

• Reviewed Data


Best Practices for creating an optimal employee experience

• Understand your population

• Review Data

• Obtain the Voice of the Customer

• Your opinion doesn’t matter

• Conduct Usability early, frequent and ongoing

• Anyone can do this


Questions?


Mobile Usability Lab

• Live Demo or stop by and view

Bringing the End User to the Table...2015/02/27 · ©2015 MFMER | slide-15 Future Tier 1 Contact...

Documents

Transcript of Bringing the End User to the Table...2015/02/27 · ©2015 MFMER | slide-15 Future Tier 1 Contact...