The project is a persona and four profiles associated with the persona. The initiative for the company is to gain insight with new hires in the organization. The business goal is to develop a new hire section and support page on the company’s intranet. Created, was a series of profile cards to reference throughout the information architecture, design, and development phases.
The research was done over a four week period to understand new hires; then four profiles were established;
- Employee 1
- Employee 2
The results found with online/email surveys and desk support tickets determined the groups defined.
Analytics from Service Now
The majority of the research showed that over 41% of workers are contractors, 21% are interns, and only 38% are full-time employees.
The percentages are valuable insight because interns and contractors have access to certain things, whereas a full-time employee has access to everything. Time reporting and benefits are different for each group identified.
Survey Results from New Hires
Results show that the new hires are ages 21-30 years old, 68% are female and are office based. Their top needs, in general, are desktop services, ordering hardware and resetting passwords.
Various research methods, including brainstorming techniques and feedback from surveys, required collaboration amongst departments and co-workers such as; myself as the UX Researcher, Business Analyst; IT Service Delivery Managers, Human Resources, and New Hires.
The definition of a New Hire of the organization consisted of an employee hired within the last ninety days, which is what the support tickets included. Surveys determined common goals; access to software, training, learning policies and procedures and wanting to be empowered by contributing their ideas.
What usability tests revealed is that the company intranet search does not work well and is difficult to navigate, company policies are inconsistent and long wait times for permission to access software they need to do their daily tasks.
The cards were created using InDesign based off of a grid foundation. On each profile card you will find; stock photo and an alias, status of employment, motivations, characteristics, user story, and frustrations. Each card; printed on a 5×10 hard stock paper, is delivered to the team for quick reference.
It is important to note that diversity is the universal core value of an organization, stock photos of different race/color are chosen to represent the variety of the new hire employees. Each profile describes a person who has specific needs.
Without personas; developers, creative directors, stakeholders, and designers would lose sight of the big picture. Who and what we are working towards in the ever-growing cycle of iterations and development? User needs. Personas keep our mindsets on track to meet the same goal; unifying the experience across multiple teams and platforms.