2022INTERNSHIP

B2B WEB

Onboarding on promotion

SUMMARY

Overview

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.

Duration

Jun 2022 -
Sep 2022

Tools

Figma
Quip
Miro

Team

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

Background

For the internship, I worked on an onboarding feature for Amazon's internal promotion platform---Promote. However, there is a problem...

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 role

As a UX design intern, my objective was to develop a comprehensive onboarding system for Promote. This system aimed to provide new managers or those new to the tool with a clear understanding of its functionality, guide them through the promotion process, and offer ample assistance to ensure an efficient and smooth promotion experience.

Success metrics

Short term (before implementation)

01

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

02

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.

Long term (after implementation)

01

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

02

Reduction in dwell time - A reduction in dwell time that the employees with new managers experienced from 18 weeks to 10 weeks. This will be a long term measurements, and is currently expected to be conducted quarterly.

Problem

01

Ambiguities in the overall promotion process - what, when, and why should they promote certain employee.

02

Use of technical terminologies in Promote creates confusion - For managers, they might not understand some of the terms in promote used by HR when it comes to the promotion process.

Solution

FEATURE #1

Overview of the promotion process

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

FEATURE #2

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.

FEATURE #3

Try it yourself

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

Impact

01

Launched in onboarding system, improving 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.

02

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

UX VISION

We want to create an onboarding system for managers to help them learn promotion process faster.

RESEARCH

Meet our users

The target user of the project is manager with the following traits. With all the background info in mind, I started my journey into the research phase.

1. Have never used internal promotion tools before
2. Have less than 6 months of total Amazon tenure
3. Ranging from L5-L7.

Qualitative data

8 Contextual interviews

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.

KEY INSIGHTS

The managers seemed very confused about the promotion process and specific terms.

SYNTHESIZE

Key problems

01

Ambiguities in the overall promotion process- Managers claim they do not understand why some tasks existed. When the managers are trying to fill in the specific time and promotion job title, they were frustrated to find inadequate information. They have no idea when, what and how to promote their employees.

02

Use of technical terminologies in Promote creates confusion- For managers, they might not understand some of the terms in promote used by HR when it comes to the promotion process.

User journey

IDEATION

2 types of initial brainstorm

Competitive 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.

Commonalities among onboarding features

Huge blocker

Which solution should we choose?

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.

DESIGN CHALLENGE

Should we choose the long-term solution or short-term solution?

Feature prioritization

Effort-value charts

To get a clear direction, I have asked PMs and other design to put each of the features into the effort-value charts. In such a way I can get a sense of what feature is most valuable to work on.

Final compiled chart

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



Design direction: interactive tour

Based on the data obtained above, I get to know which design is the best option. The final onboarding design will be an interactive tour that provides time and term information to the users. The primary features are listed below:

Nav bar and timeline

The tour walks the users through the high-level promotion process. Key features include a simple timeline and navigation that allows users to jump to diff section easily

Pop ups

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

CHALLENGE TAKEAWAYS

In a project, prioritize the right solutions and problem is key to success.

DESIGN

A lot of iteration and design

Design V1 feedback:  a better layout

I hopped on to the wireframes right away as we are short on time. This is the first design and feedback I had.

Design V2

In design V2, I have adjusted the navigation bar. 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.

Design V2 feedback: need a delightful experience

For the second version, my mentor mentioned it is crucial to consider personality. Hence, I have set up meetings with the creative director and UX writers to consider adding a tone to dashboards, loading screen, transitional screens etc.

Design V3

In the final version, I have added in illustrations and human figures to make it less like a “test”. I have also adjusted the wording and tonality to make the experience more delightful for managers. In the end, I have given a presentation to the leadership team. Due to confidentiality, I will not be showing all the interfaces in this case study.

REFLECTIONS

Key takeaways

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.

Make informed design decisions

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.

Next steps

Short term

Task success rate- Measure the task success rate in the current prototype.

Clickstream analysis- Record the time participants spent on completing tasks.

Heuristic evaluation- Ask UX experts to grade design based on parameters

Long term

Survey- Ask employees if they are satisfied with their careersFor managers, they might not understand some of the terms in promote used by HR when it comes to the promotion process.

Reduction in dwell times- Conducted quarterly to see if employees have a reduction in dwell time.

Huge appreciation to my team members!

At the end, I have to thank you so much for those who have helped me through out the intern. All the feedbacks and advice will be a treasure as I continue my pathway as a UX designer in the future.