Introducing Deputy

Deputy is a roster management app for all sizes of businesses. This app allows employers to set up a roster program effectively while ensuring every new user gets access to the bespoke information, so they’re all set up for success in the same way. This is especially important in a work environment where special functions are attached to specific managerial roles, and shift work planning systems are required. 

Problem

A disoriented user journey can bring so much hassle if not effectively designed. Your employees should know where and how they can access the information they need on an ongoing basis. Sure, they’ll have questions on how the app works, but how effectively do managers communicate self-on-boarding process flows to employees? Do employees know how to choose the right options in creating user account specific to their roles? Here are a few challenges users encountered during on-boarding on the Deputy App:

  • Employees had been creating manager profiles by mistake, but it was usually an edge case.
  • Every manager account created triggers a sales call.
  • On-boarding, a new customer involves a manager inviting employees to their workspace - sometimes.
  • If invited, employees have to sign up from the website (desktop or mobile) using a link. The site asked the employees to download the app to continue using it once they joined their team.
  • This issue ONLY happened during a certain period of 2019 when a large-sized customer was on-boarded.

From the above points, we were able to focus on one overarching problem: How might we guide employees during on-boarding to avoid them creating manager accounts?

Success metric

All evolving applications designed to automate processes are faced with the dynamics and changing success matrices. This makes it crucial to keep a finger on the pulse of how your solution is performing, and where challenges and opportunities exist. That’s why, regardless of the industry using Deputy App, we put benchmarks in place as a way of periodically measuring the success of our application.

For the purpose of this review, we used increased valid trials created over 30 days to gauge the success of effective communication over the application with a focus on the user on-boarding.

Final solution

User experience plays a major role in improving employee satisfaction, enhancing operations, and impacting customer experience. Deputy, in particular, provides tools to help managers and other staff work more productively and efficiently, while at the same time streamlining workflows, centralizing data access and helping to improve user experience.

A deep dive into some issues on the front burner during the UX evaluation showed that consistently there were communication gaps. In order to achieve the desired success metrics of the app, we prioritized this identified gap and used the needed  resources to bridging it by making a few changes to improve UX.


Change 1: As an employee downloading the app, what is my prescribed Journey?


Figure1. LEFT screenshot "Get started" and "Login to Deputy" are ambiguous enough for anyone to enter.
RIGHT "Create account" and "Log in" clearly show different paths


According to our survey results, we realized that "Getting Started" was misleading, so we modified it to "Create Account," which was more explicit in determining the success of the users' journey.

Change 2: As an employee invited by my manager, do I have to download the app?

Figure 2: LEFT screenshot shows a guide that suggests an employee to download the app seems optional.
RIGHT screenshot shows a modal that obeys the user flow clearly communicates the need for a mobile app.


Change 3 As an employee, where can I join my team from the app?


Figure 3.1: LEFT Screenshot User testing showed that most users read the title and CTA before taking action RIGHT So we minimized the content and made an obvious label for the right persona


Figure 3.2 LEFT screenshot User testing showed that most users read the title and CTA before taking action RIGHT So we minimized the content and made an obvious label for the right persona
My role

I was tasked with:

  • Understanding the existing user-flow
  • Interviewing sales and development teams to surface valuable details and insights
  • Bring the team up to date on the problem
  • Design light-weight changes to the flow 
Rapid Prototyping

I scheduled brainstorming meetings where the team and I prototyped the current flow. What was the purpose? To ensure the collective thinking of the overall journey by the team, instead of different perspectives without an overview.

Figure 4: The User Journey Overview
Learnings

Assessing employee's touchpoints (UX evaluation)

Deputy app’s user on-boarding involves the “continuous onboarding” of employees, usually by managers to their workspace. The experience from thereon is meant to keep employees engaged and good enough to self-serve. We did not expect the new employees to get the process right the first time, so we kept a keen eye on any alarms; this instance was perfect.

This helped us understand the employees entire flow by referring to data analytics and speaking to CX teams, we realized there were a few issues:

  1. When managers invite their employees to join their team, most employees do not download the app to use as their modal. Deputy App is designed to be a guide instead of a rule.

Figure 5: employees are required to download the app to start using it with invites from managers

  1. We realized that managers tell their employees to sign up to Deputy instead of inviting them. Once an employee receives an invite from their manager they are expected to download the app. On downloading the app- the first thing most employees do is to tap on "Get started".
Figure 6: employees tapping on "Get started" after download is not the prescribed flow.


  1. Next, the employees would intuitively tap on "Discover Deputy" instead of swiping to the next option to join a team. The expected user flow on the mobile app was for managers to start a trial ASAP - not for employees to join their team. It was all downhill from there!
Figure 7: employees tapping on "DISCOVER" after download is not the prescribed flow.

Maximum impact with minimum changes

Our goal in 2018 was to ramp up the number of trials from mobile app so we had changed the sign up flow from this: 

Figure 8: pre 2018 user flow.



to this:

Figure 9: 2018 changes - ramp up trials created on mobile app


The new changes helped us increase monthly trials successfully, the content that helped a user sign up to the app was polarizing. Now, users can easily slide through the app, instead of ending up creating invalid accounts because the existing content did not differentiate a manager from an employee to someone who doesn't read every detail of the page.

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