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.
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?
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.
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?
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?
Change 3 As an employee, where can I join my team from the app?
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
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.
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:
- 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.
- 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".
- 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!
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:
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.