USE CASE
Effortless Analytics
Enhancing Customer Retention to Drive Revenue Growth
Project Overview
Client: ADP
Role: UX Director, UX Designer, Information Architect
Time Frame: 2020 - 2023
Scope: Version/Redesign
Industry: Enterprise Software UX
Role: UX Director, UX Designer, Information Architect
Time Frame: 2020 - 2023
Scope: Version/Redesign
Industry: Enterprise Software UX
Problem:
HR practitioners faced challenges in uncovering actionable insights due to an outdated information architecture. Research revealed the need for a story-driven dashboard, as existing designs lacked context and failed to convey the 'so what' factor—particularly for users with limited experience navigating HR systems.
HR practitioners faced challenges in uncovering actionable insights due to an outdated information architecture. Research revealed the need for a story-driven dashboard, as existing designs lacked context and failed to convey the 'so what' factor—particularly for users with limited experience navigating HR systems.
Objective:
Redesign the information architecture to shift from a product-focused structure to a thematic, problem-solving framework, providing an intuitive, story-driven dashboard that guides users through key issues and enables practitioners to derive clearer insights and take informed actions.
Redesign the information architecture to shift from a product-focused structure to a thematic, problem-solving framework, providing an intuitive, story-driven dashboard that guides users through key issues and enables practitioners to derive clearer insights and take informed actions.
Phase 1
Discovery
Conducted workshops with executives and strategic partners to identify pain points, resulting in the definition of a user persona and problem statement. Developed and tested low-fidelity wireframes using qualitative and quantitative feedback from UserZoom and user testing sessions, uncovering key friction points for further refinement.
Discovery
Conducted workshops with executives and strategic partners to identify pain points, resulting in the definition of a user persona and problem statement. Developed and tested low-fidelity wireframes using qualitative and quantitative feedback from UserZoom and user testing sessions, uncovering key friction points for further refinement.
User Personas
Persona:
Analyst Andrew
HRIS Administrator
Demographics
Age: 31
HCM Role: Facillitator
Education: Bachelor’s
User Problem Statement:
I’m the main point of contact between ADP and our company. I need to be able to learn new ADP features quickly so I can provide support to our employees. I have to maintain all of our ADP settings, so if I make an error because features are confusing, it affects the rest of the company.
Analyst Andrew
HRIS Administrator
Demographics
Age: 31
HCM Role: Facillitator
Education: Bachelor’s
User Problem Statement:
I’m the main point of contact between ADP and our company. I need to be able to learn new ADP features quickly so I can provide support to our employees. I have to maintain all of our ADP settings, so if I make an error because features are confusing, it affects the rest of the company.
Persona
Practitioner Patricia
HR Generalist
Demographics
Age: 27
HCM Role: Facillitator
Education: Bachelor’s
User Problem Statement:
As an HR professional, I struggle with operational dashboards that are cluttered, unintuitive, and don’t provide actionable insights at a glance.
This forces me to spend extra time on manual analysis, delaying important decisions. I need a streamlined, user-friendly dashboard that delivers clear, relevant data, enabling me to make informed decisions quickly and efficiently.
Practitioner Patricia
HR Generalist
Demographics
Age: 27
HCM Role: Facillitator
Education: Bachelor’s
User Problem Statement:
As an HR professional, I struggle with operational dashboards that are cluttered, unintuitive, and don’t provide actionable insights at a glance.
This forces me to spend extra time on manual analysis, delaying important decisions. I need a streamlined, user-friendly dashboard that delivers clear, relevant data, enabling me to make informed decisions quickly and efficiently.
Persona
Executive Edward
Chief Financial Officer
Demographics
Age: 45
HCM Role: Strategic
Education: Master’s
User Problem Statement:
No two days are the same for me. Between traveling and meeting, I don’t have time to spend hours in the system. I have to be able to access our data quickly and be able to understand the bigger business implications without a lot of digging so I can speak intelligently to our partners.
Executive Edward
Chief Financial Officer
Demographics
Age: 45
HCM Role: Strategic
Education: Master’s
User Problem Statement:
No two days are the same for me. Between traveling and meeting, I don’t have time to spend hours in the system. I have to be able to access our data quickly and be able to understand the bigger business implications without a lot of digging so I can speak intelligently to our partners.
Existing Product
Friction Points
Friction Points
Lack of Contextual Knowledge
Non-HR managers struggle to apply insights due to a lack of contextual knowledge, limiting the effectiveness of advanced HR dashboards.
Arduous Implementation Cycles
Long and complex implementation processes make it difficult to retain critical information when needed.
Overwhelmed by Data Volume
Users are often overwhelmed by the volume of data, making it hard to pinpoint key insights in dashboards.
Non-HR managers struggle to apply insights due to a lack of contextual knowledge, limiting the effectiveness of advanced HR dashboards.
Arduous Implementation Cycles
Long and complex implementation processes make it difficult to retain critical information when needed.
Overwhelmed by Data Volume
Users are often overwhelmed by the volume of data, making it hard to pinpoint key insights in dashboards.
Complex Information Architecture
Novice users often find complex dashboard interfaces confusing, resulting in frustration and inefficiency.
Dashboard Customization Challenges
Customizing dashboards to match the specific metrics of different business divisions requires significant time and effort.
Difficulty Customizing Dashboards
Novices may struggle to tailor dashboards to relevant data, causing time-consuming searches for needed information.
Novice users often find complex dashboard interfaces confusing, resulting in frustration and inefficiency.
Dashboard Customization Challenges
Customizing dashboards to match the specific metrics of different business divisions requires significant time and effort.
Difficulty Customizing Dashboards
Novices may struggle to tailor dashboards to relevant data, causing time-consuming searches for needed information.
Phase 2
Design
I established a new IA, created initial concept sketches, and developed wireframes. I then led the direction for multiple rounds of concept iterations by my direct report, using insights from task-based evaluative research to gather client feedback, before finalizing a detailed design ready for development handoff.
Design
I established a new IA, created initial concept sketches, and developed wireframes. I then led the direction for multiple rounds of concept iterations by my direct report, using insights from task-based evaluative research to gather client feedback, before finalizing a detailed design ready for development handoff.
Simplified Interface Navigation
Collaborating with SMEs, we identified top domains of interest and prioritized key questions through stack-ranking exercises. This informed the structure of our themed dashboards.
Phase 3
Detailed Design
After several rounds of iteration, including updates to our design system, we successfully reached an approved design from senior leadership. Following extensive alpha and beta testing, we established a clear direction that enabled us to create detailed designs, ready for development and deployment.
Detailed Design
After several rounds of iteration, including updates to our design system, we successfully reached an approved design from senior leadership. Following extensive alpha and beta testing, we established a clear direction that enabled us to create detailed designs, ready for development and deployment.
Featured Themed Dashboards
Developed guided dashboards tailored to emphasize key issues and topics as identified by subject matter experts, utilizing ADP's deep HR expertise to improve user customization and data comprehension.
Click and drag to reveal the full redesign
Core Metrics Feature Enhancement
Developed a dedicated core metrics area featuring domain-specific key metrics, minimizing the need for practitioners to navigate the extensive metrics library, while enabling dashboard customization to add or remove metrics, providing flexibility to tailor content to individual needs.
Top Questions
Introduced a question-and-answer tab system with preconfigured filters based on SME recommendations, offering practitioners a streamlined starting point for insights discovery aligned with best practices for formal analysis.
Metric Tile Components
Built modular metric components with varying feature capabilities, enhancing usability and adaptability.
The Outcomes
Client Churn Reduction
65% decrease in no starts the following fiscal year on year over year relative basis
Improved user satisfaction scores (CSATs) and confidence in the platform
20% improvement in client sentiment
65% decrease in no starts the following fiscal year on year over year relative basis
Improved user satisfaction scores (CSATs) and confidence in the platform
20% improvement in client sentiment
Increased adoption and usage of the Analytics & Benchmarking platform
30% increase in active users within the first 3 months
30% increase in active users within the first 3 months
Additional Use Cases
Optimizing Operational Efficiency with Generative AI
Organizations often struggle to extract actionable insights from complex data analytics due to difficulties in problem definition and articulation. This challenge is exacerbated by the need for extensive filtering and expert knowledge. Generative AI presents a transformative opportunity to shift towards more intuitive and user-friendly solutions, enabling easier and more effective decision-making.
Organizations often struggle to extract actionable insights from complex data analytics due to difficulties in problem definition and articulation. This challenge is exacerbated by the need for extensive filtering and expert knowledge. Generative AI presents a transformative opportunity to shift towards more intuitive and user-friendly solutions, enabling easier and more effective decision-making.
Creating a Seamless Multi-Platform User Experience
A comprehensive redesign of the Executive Manager Insights user experience in Analytics for mobile, ensuring it aligns seamlessly with the Practitioner experience on desktop..
A comprehensive redesign of the Executive Manager Insights user experience in Analytics for mobile, ensuring it aligns seamlessly with the Practitioner experience on desktop..
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