the home depot: hr knowledgebase ux review & assessment findings & recommendations...

The Home Depot: HR Knowledgebase

UX Review & Assessment Findings & Recommendations

2-January-2008

Copyright©2006 Endeca Technologies, Inc. All rights reserved. Proprietary and confidential. 2

Executive Summary

As part of an iterative user interface design process for The Home Depot HR Knowledgebase, the Endeca team conducted two rounds of user assessments including:

– group UX review/assessment sessions with representatives from the ASC team, HR SMEs/Content Owners, and HR Generalists

– Individual user assessment sessions on site at THD stores with HRMs and Associates

The primary objective was to evaluate the perceived effectiveness of the user interface designs for the Endeca powered HR Knowledgebase in relation to prioritized info access/discovery scenarios of key user segments– Secondarily, the sessions explored the perceived value of various UI

elements (e.g.., content spotlighting concepts), varied options for integrating the HR Knowledgebase into the MyApron portal

This document summarizes Findings and Recommendations based upon the consolidated insights from the two rounds of assessments


Agenda

UX review & assessment objectives Participants Review/assessment approach Findings & Recommendations

– Overall organization and interaction design– Content object presentation– Top level MyApron information architecture and tabs– MyApron & HR Self Service– HR Knowledgebase Search– MyApron global search & HR Knowledgebase integration– Navigation within the HR Knowledgebase– HR Knowledgebase Naming/Labeling

Next steps


User Assessment Objectives

Primary: Evaluate key aspects of the HR Library UI Design

Basic organization of the application and content Basic interaction design/flow Overall layout Presentation pattern for results and guided

navigation elements

– Identify issues and opportunities to enhance organization, layout, UI labels, and interaction design/flow

Secondary: – Evaluate perceived value and clarity of specific

Design Elements Dynamic landing pages for key HR subareas Content Spotlighting concepts UI labels Preliminary working version of the HR taxonomy HR section(s) integration into top level MyApron

info architecture/tabs Presentation approach for HR Self Service


Participants

Round 1 (completed week of 7-Sept-2007)

– HR SMEs/Content Owners Deidre & Vicky; Scott, Evelyn-

Staffing, Gail-Employee Relations; Kim-Payroll)

– ASC Team Nancy, Jake, Joel, Brian) & Manager

(Pam)

Round 2 (completed week of 18-Dec-2007)

– HR SMEs/Content Owners/Leadership– HR Generalists– Stores (Villa Rica, XXXXXX, XXXXX HR

Managers (Store)– Store Associates: 12 associates across 4

stores– HRMs: 3

STORE MANAGER

HR MANAGER

(store)

ASC STAFF

EMPLOYEE: STORE

ASSOCIATE

HR SME

* Note: Store Managers were not available for user testing sessions. Others (HRMs, HR Generalists) were used as proxies to testing Manager scenarios


Approach

Scenario based review/testing Review and discussion of various

design options and specific UI issues– e.g.., top level org structure,

naming, etc.) UI Design Props

– Round 1: Low fidelity prototype > wireframes; UI interactive prototype (HTML)

– Round 2: Moderate fidelity interactive prototype (HTML with basic visual design elements)

UI Wireframes

UI Prototype

Findings & Recommendations

2-January-2008


Key Findings: Overview

Basic organization and interaction designs were effective across all user segments and user scenarios All users/reviewers reported that they would use the HR KnowledgeBase in order to help them work

through their HR scenarios

Dynamic navigation elements (e.g.., rollover menus/fly out menus) were readily discovered and effectively used by all participants

Landing pages for HR subareas and Self Service were effective in conveying breadth of what users could find and accomplish

Context sensitive content spotlighting concepts – “Related Applications”, “Related Forms”, “Quick Links” were highly valued “See Also” concepts for proactively presenting and inviting exploration of related areas/content (e.g..,

Name change: See Also: Life Event: Marriage) were viewed as highly beneficial

Presentation of HR Self Service within MyHR & Benefits was highly valued by most “Self Service” label was not immediately recognized or understood by a significant minority of

Associates

? Reviewers were divided in opinions about presenting a separate Self Service tab in MyApron

Guided navigation elements were not spontaneously noticed/user (in a single short session) by a significant sub-set of users but functions were readily understood and valued after brief interactive experience

There was some uncertainty about the meaning and scope of “MyHR & Benefits” in the context of MyApron However, user interaction and exploration appeared to clarify this quickly for many


Findings: Overall organization & interaction design/flow

Basic HR Knowledgebase organization, interaction design/flow & page layouts were generally effective –Reviewers (ASCs and HR SMEs) and the vast majority of end users (HRMs, Associates) could effectively work through varied user scenarios to find relevant HR content (whether initiating inquiry via search or guided nav exploration)

–Interaction flow was generally perceived as logical and intuitive

–Landing page concepts effectively invited exploration to HR subject areas and were viewed as useful


Findings: Navigation

Navigation via drop down submenus from top tab and landing page links/pop up menus were readily discovered and valued by all users

Guided nav refinement options were not spontaneously noticed and applied by a significant sub-set of users Primary attention was focused on results

list in body of page “Refine View By:” heading was not

salient/noticed

Guided navigation elements were readily understood and learnable after brief interactions/experience

Ability to refine by HR area and Content Types was highly valued across segments


Recommendations: Guided Navigation

Enhance salience of Guided nav refinement options (via modifying UI text and visual design)

Convey functional connection between refinements and results Consider utilizing subtle dynamic

transitions/build (e.g.., apply refinements>”updating results” message> redraw results and related spotlights

Consider leveraging shared color/shading and subtle framing to connect refinements and results

Develop simple adoption acceleration plan and materials E.g., Online scenario-based demo E.g., Inclusion of hands-on scenario based

experience in new employee orientation


Findings: Content Spotlighting concepts

Content spotlighting concepts were perceived as useful Spotlighting context sensitive “Related

Applications” and “Related Forms” within the results set were readily understood and highly valued

Varied spotlights may be relevant for different user segments

– E.g., Spotlighting Recently changed content is important to HRMs & ASCs

Selected Quick Links (selected by HR services) for frequently accessed/needed content was generally perceived as useful

– General preference was for these to be relatively stable and unchanging to aid predictability

Highlighting the initial things to know/do via UI text and key links was viewed as helpful in avoiding info overload and confusion in complex areas (e.g.. LOAs)

All agreed that personal Bookmarks – enabling users to create their own “quick links” would be a superior solution and highly valuable

* NOTE: In order to spotlight application links, HR related applications will have to be tagged and indexed


Recommendations: Content Spotlighting concepts

RECOMMENDATIONS: Design and implement a Bookmarks

feature in a future release In release 1, spotlight/present a subset of

results in UI spotlight zones -- HR Forms, and HR Applications – to enable quick access to frequently accessed materials* (e.g.., Benefits related Forms, SOPs, & Applications)

Evaluate feasibility and means of implementing role based content spotlight zones;

Post release, evaluate usage and usefulness of content spotlighting concepts and user access to various content types

modify/enhance spotlights/business rules accordingly over time to optimize

Define approach to identifying, tagging, and indexing HR elated applications (e.g.., application links, log ins etc.

* NOTE: In order to spotlight application links, HR related applications will have to be tagged and indexed


Findings: Content presentation

“Modal window” presentation of content object is problematic & not value add

– Prevents user from viewing and interacting with more than one window at a time

– Would inhibit user success in many scenarios (e.g.., finding and concurrently viewing transactional help while executing self service transaction; e.g.., comparing documents)

Many Associates expected that clicking on an application link or a form link in a results list would automatically bring them into the desired application– rather than to a log-in or launch page

All who were asked indicated that presenting associated transactional help materials when viewing a self service transaction would be extremely helpful


Recommendations: Content presentation

RECOMMENDATIONS: Eliminate modal behavior of content

window Present content objects in simple pop-

up window (not modal) Include back to results link and close

link but enable users to click on background window, etc.

Future release: consider integration and presentation of transactional elements in a portlet on the page and spotlight associated transactional help or related materials (e.g.., See Also) on the same page


Findings: Top level MyApron HR related info architecture/tabs

Term “HR” was not immediately recognized by a significant percentage of Associates Some Associates were familiar with “HR” via association with the “HR Manager” in their

store

Many Associates were uncertain about the meaning of many of the MyApron tab/section headings E.g., SSC, My Workbench, Help & Support, My Company

All users readily discovered the roll-over menus and used them to scan the contents of the tabs

After exploration and some brief interactions/learning, “My HR & Benefits” was viewed as an adequate label and organizational framework


Recommendations: Top level MyApron HR related info architecture/tabs

Consider relabeling “MyHR & Benefits” as “My Human Resources” Minimize and/or avoid using Human Resource jargon acronyms and/or ensuring that

supporting text explains meanings in language that will be understood by non-HR professionals

Develop simple adoption acceleration plan and materials to help orient Associates to MyApron in general and My Human Resources in particular E.g., Online scenario-based demo E.g., Inclusion of hands-on scenario based experience in new employee orientation

Longer term: Consider working with MyApron team to reorganize and relabel MyApron to align with a simple and learnable mental model


Findings MyApron & HR Self Service

The term “Self Service” was not immediately recognized and understood by a significant percentage of Associates

Assembling all relevant HR applications & tasks on a “Self-Service” landing page within My HR & Benefits was perceived as valuable

– NOTE: In order to execute this concept, HR applications will have to be tagged and then mapped to self service help documents and HR taxonomy

Reviewers and participants were divided about the necessity of a Self Service landing page (similar to HR Knowledgebase and HR level 2 landing pages) for top level of MyApron

• Duplication of HR self service content both within HR Knowledgebase tab and a separate Self Service tab was not perceived as problematic (and was actually perceived as valuable by some HR pros as a means to enhance salience and discoverability of self service links and info)


Recommendations MyApron & HR Self Service

RECOMMENDATIONS: If viable within implementation/iteration plan,

design and implement a Human Resources Self Service (final name tbd) landing page within HR Knowledgebase*

Determine content and application tagging that will be required to enable this self service landing page

THD to tag and map HR applications and self service supporting content to the HR taxonomy

Decide between single Self Service tab vs. Self Service and MSS/My Associates tabs (and determine final labels/names)

If decision is made to implement a top level Self Service section in MyApron,

consider designing and implementing an Endeca powered section (rather than a list of links) on MyApron * *

Ensure that Self Service tab(s) has appropriate cross linking to HR Knowledgebase (e.g.., “See Also: My HR & Benefits”)

* NOTE: In order to create a “Self-Service” landing page within the HR knowledgebase, HR related self service application links and associated support materials (e.g., “transactional help”) will need to be, HR related applications will need to be appropriately tagged and indexed

** NOTE: Self Service page for MyApron requires additional UI design and development work beyond current scope


Findings & Recommendations: HR Knowledgebase Search

“Search My HR & Benefits” within the HR section was viewed as valuable No issues noted with co-existence of HR specific search with global

MyApron search (given clear labeling and varied locations) Almost all participants viewed Look Ahead search functionality

as potentially very valuable to all user segments A number of Associates did not immediately and spontaneously

notice the Search interface

RECOMMENDATIONS: Implement Search My HR & Benefits within HR section as designed Implement Look Ahead powered by dimension search within HR

section/search interface In final visual design, ensure that Search My Human Resources is

visually salient but not dominant in relation to guided Exploration options


Findings & Recommendations: MyApron & HR Knowledgebase Search integration issues

After becoming familiar with guided navigation concepts, most participants expected to be able to refine HR search results generated from the global MyApron search interface – to focus in on desired HR content– Since general “Operational hierarchy” dimension is NOT currently

implemented in near term by MyApron, HR sub-area refinements would not be available

– Based on current MyApron implementation (i.e., no dimension search or look ahead), redirects to HR knowledgebase will not be possible

RECOMMENDATIONS: Near term: Recommend enabling presentation of HR dimension values

as appropriate to refine global MyApron search results with significant HR content

Long term: Consider recommending implementation of Look Ahead & dimension search on MyApron search interface – to enable redirects to HR landing page as needed


Findings: User Adoption

Associates currently use MyApron very intermittently and most appear reliant on HRMs to answer questions and find materials Associates have very limited time to explore and learn about HR

The scope and meaning of “Human Resources” is not consistently understood by many Associates

The term and concept of “Self Service” is not recognized or understood by a significant percentage of Associates

HRMs currently support a large staff current means of communication from Associates to HRMs is face to

face or paper notes


Recommendations: User Adoption

Develop targeted User Adoption Acceleration Plan for HR Knowledgebase leveraging learning, motivational incentives, and social support E.g., Create a simple online scenario based demo E.g., include hands-on scenario based experience with the HR

Knowledgebase in new employee orientation E.g. fully orient HRMs (and selected store associates) and ASCs on use of the HR

Knowledgebase and incent to operate as champions who promote adoption Develop an Adoption Measurement Plan as a guide for targeted

adoption support and communications and continuous improvement over time Define adoption success metrics Identify and implement measurement tools and activities (e.g.., web analytics for

meaningful usage and adoption analysis, online intercept surveys, etc.) Explore viability of enabling simple two way Associate-HRM online

messaging/communication within the HR Knowledgebase


Next Steps

Review Findings and Recommendations with integrated team

Determine action plans for implementing specific recommendations (e.g.., enabling self service landing page within HR section, etc.)

Prioritize as needed to finalize plan for iteration 1 (based on time and resources)

Begin to formulate Road Map for future releases

the home depot: hr knowledgebase ux review & assessment findings & recommendations...

Documents

home depot hr knowledgebase

hr scenariosdynamic

user testing sessions

ui design propsround

rounds of user assessments

key findings

interaction designs

specific ui issuese