Understanding the User Experience with UVa HR Technology
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1 Understanding the User Experience with UVa HR Technology UPG HR Strategic Design Initiative HR Technology Team Mary Cook, Bobbi Collyer 11/18/2015 Medical Center School of Medicine Academic
2 Presentation Outline 1. Usability Testing Method 2. User Experience Summary 3. Top Three Areas for Improvement
3 Usability Testing
4 Usability Test Methods User Hat Worker Hat 85% Issues* *Reference: A mathematical model of the finding of usability problems by Jakob Neilson & Thomas Landauer
5 Purpose of Testing Understand the user experience across all areas. Identify opportunities for improvement. UPG Medical Center School of Medicine Academic
6 HR Systems Areas Employee Self Service Job Search Time Tracking Performance Evaluation Benefits (Open Enrollment) Training Academic: Integrated System Integrated System & Facilities Intranet (Oct) Integrated System Medical Center: PeopleSoft Taleo Kronos PeopleSoft PeopleSoft (Oct) NetLearning University Physicians Group: UltiPro UltiPro UltiPro UltiPro UltiPro (May June) UltiPro & NetLearning
7 Self Service Menus Ultipro (UPG) Integrated System (Academic) PeopleSoft (Medical Center)
8 Job Listings Note the Different Terminology Ultipro (UPG) PeopleSoft (Medical Center) Integrated System (Academic)
9 Paid Leave Balance Ultipro (UPG) Kronos (Medical Center) Integrated System (Academic) Only visible when creating a new timecard
10 Presentation Outline 1. Usability Testing Method 2. User Experience Summary 3. Top Three Areas for Improvement
11 User Experience 1. New employees get tripped up by jargon. Examples: Direct deposit SSTL Search filter categories & values in and Taleo
12 User Experience (cont.) 2. If users do the task infrequently, it s like starting over each time: Finding Lead@ is always a pain. You have to dig through the tabs to find where things are located. This is what happens every time I try to do anything at UVA. It takes me forever to figure out how to do it. Whenever I have to do something for HR or Integrated System, it's not obvious and easy.
13 User Experience (cont.) 3. Conversely, frequent use instills a sense of mastery. System PeopleSoft Jobs@ UPG, Health System & HSTS websites Online Learning Management System Comments The first time it took me a really long time to figure it out direct deposit. I love this system. I help all my friends with it. Websites are fairly easy to navigate. It s easy to find a class but I ve had lots of experience.
14 User Experience (cont.) 4. If a user is already unhappy to be doing a task, they get frustrated with the system more quickly. It seems like a phenomenal waste of time..
15 User Experience (cont.) 6. The user experience is more than just interacting with technology. Browse Products Buy Product Call Customer Support In- person sessions Benefits Fair
16 User Experience (cont.) 5. Users do HR tasks outside of work. I would be doing this at night. I tried this on my phone but gave up.
17 User Experience (cont.) 5. Users expect the link to tell them exactly what is going to happen next. Demos: Direct Deposit vs. Direct Deposit Guide Jobs at U.Va Human Resources Department
18 User Experience (cont.) 7. Trust and first impressions are important. As I understand it, this system maintains this balance accurately whereas our previous system would straight up lie to you about how much leave you had.
19 Presentation Outline 1. Usability Testing Method 2. User Experience Summary 3. Top Three Areas for Improvement
20 #1 - Help Users Understand Browser Limitations.
21 #2 - Make It Easier to See a Comprehensive List of Jobs Oh, this is what I was looking for Jobs@ - it has all the jobs. I don't think faculty normally go through that (UltiPro), not at the School of Medicine anyway. No wonder we don't have people applying for jobs, they can't find them.
22 #3 - Make It Easier to Return to Search Results in Jobs@ I have to redo the search every time since the Back button doesn t work.
23 Questions/Comments? Mary Cook, Bobbi Collyer
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