HR Connect Rebuild*

*Solution built on an enterprise custom Sharepoint 2010 publishing site which provided creative and interactive design restraints.

Overview: The HR Connect team is the tier 1 support for HR Shared services at Intuit. I was asked to perform experiments to determine why customers weren't self helping, why they weren't using chat and email at the same rate as phone calls, and what we could do with the data to decrease operational costs. After running a series of 10 unique lean experiments we learned that:

1) User's weren't self helping because the existing offering content was confusing.

2) User's weren't using help & chat because they either didn't know they could or they didn't trust that they'd get a timely response.

3) About 70% of all employees were NOT using either self-help or assisted help to answer their HR related questions.

4) Of the questions that were asked about 10% were re-routed to other enterprise help lines. This is because workers didn't always know if their question was an HR, IT, or Procurement question and therefore either didn't ask their question at all, or they incorrectly guessed which helpline to call, or they asked their peers or manager.

5) The workforce felt more confident in the answers they received from the HR Connect team when they learned that HR Connect team members were Intuit employees (as opposed to outsourcers).

Objective: Based on this research our objectives for the newly designed online experience were:

1) Online content answers employee questions.

2) HR question are easily & accurately answered regardless of the selected channel.

3) Employees feel confident in the HR answer(s) they receive.

Results: We achieved each objective by doing these things:

1) "Online content answers employee questions".

Achieved by:

-providing access on the Intuit intranet to content contained in the Knowledge Centered Support (KCS) content repository. KCS content is comprised of articles written by HR Connect team members that contain answers to questions that are asked by employees. HR Connect team members can search the repository to answer new employee questions about the same topic. If the question or answer is outdated upon subsequent searches it is updated or archived by the HR Connect team member that finds it.  It's an existing source of accurate and constantly curated HR content which we then made searchable and accessible on the intranet.

2) "HR question are easily & accurately answered regardless of the selected channel".

Achieved by:

-applying customer benefit metrics and thinking we determined that the channel an employee selected to get an answer was not important as long as he/she was able to chose the channel themselves and that their question was answered in a way that made the employee feel confident about the answer he/she received.

-to ensure that all assisted service channels were equally accessible we designed a widget with basic icons and simple text that made selecting the best channel easy to do.

3) "Employees feel confident in the HR answer(s) they receive."

Achieved by:

-including last refresh date on articles.

-providing easy access to HR Connect team member bio-information.

-creating a 24-hour maximum SLA so customers could anticipate when they would receive an answer.

My role: Customer research (qualitative and quantitative) & user experience design, Sharepoint development ; Intuit