Bringing the End User to the Table

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Eric Ford
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1 Bringing the End User to the Table The Mayo HR Portal Project Sara Selton February MFMER slide-1

2 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 2015 MFMER slide-2

3 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 MFMER slide-3

4 Key Components Engaging Empowered Ease of Use Ongoing End EMPLOYEE Integrated & Automated Process To Simplified Terminology End Secure Error-Free 2015 MFMER slide-4

5 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 2015 MFMER slide-5

6 On-Site Usability Lab 2015 MFMER slide-6

7 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 MFMER slide-7

8 Why a HR Portal with Knowledge and Case Management systems? Knowledge Management HR Portal 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 selfservice solutions in a Web 2.0 frontend portal interface. Promotes accuracy and consistency 2015 MFMER slide-8

Phase I 2014 2015 2016 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Jul Aug Sep Oct Nov Dec Jan

Usability Research and Design Code and Test HR Training Content

(Brown Bag Sessions) System Stabilization Phase I Enterprise Go Live

9 Phase I 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 Planning Usability Research and Design Code and Test HR Training Content Optimization Ongoing Phase I HR Go Live 4/13/2015 Employee Training (Brown Bag Sessions) System Stabilization Phase I Enterprise Go Live 6/8/2015 Phase II - Plan, Code, Test, Train - Anticipated Go Live Q MFMER slide-9

10 High-Level Phase I Implementation Expectations Build foundation for Portal, Knowledge Base, Case Management All sites on Lawson will have access to the Portal Develop 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 2015 MFMER slide-10

11 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 2015 MFMER slide-11

12 2015 MFMER slide-12

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14 Current 2015 MFMER slide-14

Staff Future Tier 0 Portal Personalized for

HR Generalists, Service Center Specialists, Tier

Provides staff support for routine processes and

research; responds to and triages submitted

satisfaction 80% of Contacts 15% of Contacts 5%

15 Staff Future Tier 0 Portal Personalized for Staff and Managers Tier 1 Contact Center Tier 2 HR Generalists, Service Center Specialists, Tier 3 HR Centers of Expertise 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 80% of Contacts 15% of Contacts 5% of Contacts Portal, Knowledge Base, Case Management Case Management + HR Knowledge Base 2015 MFMER slide-15

16 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 2015 MFMER slide-16

17 2015 MFMER slide-17

18 LeanUX Model Focus on the end user Incorporating Usability 2015 MFMER slide-18

19 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 MFMER slide-19

20 Voice of the Customer - Chalkmark Chalkmark - Online testing completed through Optimal Workshop Reveal first impressions of designs and screenshots with heat map results Results 2015 MFMER slide-20

21 Voice of the Customer Card Sort Card Sorting (Affinity Sort) Card sorting for Information Architecture (IA) development and terminology MFMER slide-21

22 Voice of the Customer - Treejack Treejack 3 rounds with 3 different sets of scenarios Tree testing for IA refinement 2015 MFMER slide-22

23 Voice of the Customer Data Review Reviewed Data 2015 MFMER slide-23

24 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 2015 MFMER slide-24

25 Questions? 2015 MFMER slide-25

26 Mobile Usability Lab Live Demo or stop by and view 2015 MFMER slide-26

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