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Amazon 2022

Crafting interactive onboarding tour for managers

During my internship at Amazon Global Talent Management and Compensation (GTMC) team, I designed an efficient onboarding system for internal promotion products. As a result, the onboarding feature was successfully launched in the system by the end of my internship.

Time

Jun 2022 - July 2022

Team

5 Designers
PM (Jake & Osmond)
Mentor (Rebekah)

Tools

Figma
Miro
Quip

My role

User flows
Thematic analysis
Functional prototypes
User testing
Design system

Timeline

ConTExt

*For the internship, I am working on Amazon's internal promotion platform---**Promote*.⤵

but, there is a problem

Long promotion time = career stagnancy

When new managers took too long to learn the promotion process, employees will experience career stagnancy. Hence, we need to help managers learn the process such that they can promote employees when they are ready.

My project objective

Develop onboarding system

As a UX design intern, my objective was to develop a comprehensive onboarding system for Promote.

Guide managers through promotion process

This system aimed to provide new managers or those new to the tool with a clear understanding of its functionality.

offer ample assistance through learning

managers will be able to find necessary help when they go through the onboarding system.

Success Metrics

Before implementation

Short-term

➀

Task success rate - A comparison of the percentage of tasks completed by the new managers before and after the experience.

➁

First time task success rate - A task success rate of over 80% for new managers to complete individual tasks for the first time without seeking external help.

After implementation

Long-term

➀

Reduction in task time - Using clickstream analysis, a reduction in time spent on completing individual tasks from 1min to 30 seconds.

➁

Reduction in dwell time - A reduction in dwell time that the employees with new managers. This will be a long term measurements, and is curently expected to be conducted quarterly.

solutions overview

➀ promotion process in a glance

A clear navigation bar on the left synthesizes the important steps in the promotion process. The timeline overview helps managers understand the important milestone

➁ Define confusing technical terminologies

Aim to tackle the problem with confusing tech terms. Having a pop-up in the tour allows the managers to understand the term's meanings.

➂ Try it yourself

Allows managers to explore and get themselves familiar with the functionalities of the tools themselves.

My impact

Improved task success rate by 30%

Handed this off to developers at the end of the internship, and it has been launched in Feb of 2023.

Created reusable pattern for team

Pop-ups and tour were selected to be made into reusable pattern for the Stencil design system.

research

Meet our users: the managers

A website accessible to anyone with an internet connection and a web browser. Built with SvelteKit for unparalleled performance and reactivity.

trait 1

Have never used internal promotion tools before

trait 2

Have < 6 months of total Amazon tenure

trait 3

Their levels are ranging from L5-L7

8 contextual interviews & user journeys

I first worked closely with a UX researcher for the interview script to conduct contextual interviews with 8 target customers.
To gain additional supporting data, we have decided to add the SUS questionnaire at the end as quantitative evidence. We have also mapped out their user journey to identify the location that needs the most supports.

Key insights

User feedback and key inputs

After the research, we have concluded there are 2 main pressing issues that the managers are facing. Here are the specifics for each one.

01 Ambiguities in the overall promotion process

When the managers are trying to fill the rocuments, they have no idea when, what, and how to promote their employees.

02 Use of terminologies creates confusion

Managers might not understand some of the terms in promote used by HR when it comes to the promotion process.

Designing

Finding ideas in comparative analysis

Hence, I have started off with competitive analysis to not only get inspiration, but also determine the common tips that can help users onboard, such as providing a tooltip and having video tutorials.

Design blocker

long or short-term solutions?

As I am brainstorming, I have a huge blocker. For the key problems identified, there can be a short-term fix and long-term solutions. To decide which one is the right direction, I was confused.

Finding solutions through Feature prioritization

Step 1

individual Efforts-value charts

I have asked PMs to put each of the features into the effort-value charts. In such a way I can get a sense of what feature should be prioritized.

Step 2

Compare and group

Then, I have organized all the feedbacks into a compiled matrix. Here, I will be choosing features from higher efforts and high customer values.

...And finally, the design directions⤵

My goal

I will be designing an interactive tour to show managers the promotion process and provide additional help.

Feature #1

Nav bar and timeline

The tour walks the users through the high-level promotion process. Key features include a simple timeline and navigation.

Feature #2

Textual Pop-ups

The tour also includes pop-overs that captures the key points of tasks, clearing any potential confusing words.

Feature #3

Try it yourself

We have also decided to give managers themselves an opportunity to do a mock promotion process.

Wireframes and sketch

I hopped on to the wireframes right away as we are short on time.

Iteration

Design feedbacks and iterations

Change #1

Navbar adjustments

After I had finished wireframing, I have set up meetings my managers and mentors to gain feedbacks. There has been some issues with confusing navigation bars. Hence, In design V2, I have adjusted the navigation bar.

Change #2

Personality and tone adjustments

In addition, I have set up meetings with the creative director and UX writers to gain some of their insights on the dashboard, loading screens and etc. Beside from the minor removal and adjustments to colors, they have recommended me to add in more personality into the products.

retrospective

My key learnings

#1 Each person has valuable knowledge to offer

I worked with a user researcher and learned how to ask better questions. I also learned from the design team how to use UX best practices to improve the usability and understandability of the tools. Each person plays an essential role and has a bundle of knowledge to offer, so it's important to always be curious.

#2 make informed design decision

Design choices must be backed up by reason, and every choice you make should be deliberate. Good UX design stems from empathizing with the user, so it is extremely important to do research before you have your design. In this project, I have used data and analytics to better understand the user. They support why I made a design choice.