Bankole Adegboye

Case Studies

About Me

Resume

Bankole Adegboye

Case Studies

About Me

Resume

Bankole Adegboye

Case Studies

About Me

Resume

Simplifying PC Upgrade Process

Reducing Email correspondence and

decreasing ticket numbers by 20%.

Reducing Email correspondances and decressing ticket numbers by 20%

Reducing Email correspondence and

decreasing ticket numbers by 20%.

My Contribution

User Research

User Flow

Iteration with stakeholders

Final Designs

Tools

Figma

Microsoft Teams

Fig Jam

Jira

Balsamiq

Timeline

11 Months

Due to NDAs, not all of the new onboarding process can be shared publicly. However, I'd be happy to discuss the project in depth—feel free to reach out.

Problem

Employees often exchange multiple emails with technical teams, leading to prolonged PC onboarding processes that cost NG a lot of money over time.

Disclaimer: This is not a real email from NG; it is a prototype email designed to illustrate what the email would look like.

Goal of the Project

Northrop Grumman saw an increase in their software and wanted to introduce self-service portals to their employees. So, the venture to improve the PC Upgrade program started.

The aim was to introduce a new way for employees to participate in the PC upgrade process and improve communication with employees on their participation.

Solution

A website portal onboarding experience that allows employees to decline participation, edit shipping addresses, and return old PCs.

MY Role and team

Collaborating with the external and internal team of NG

I was the sole UX designer on this project. I worked cross-functionally with the business process manager, project manager, and engineering lead to deliver a solution that allows employees to interact more self-service.

As the project continued, we expanded the team of six to include four more members from the Northrop Grumman PC upgrade team, and I took the lead in research, research analysis, user flow, and design.

User Research

User Interview

To initiate this project, I collaborated with the project's PM to interview a small number of employees to understand their pain points when participating in the PC upgrade program.

Employee Problem

Why do some employees talk to technical teams when transitioning to a new PC?

Interviews Key Takeaways:

PC upgrade process is tedious.

Current experience requires existing employees to go through up to 10+ corresponding emails with the technical teams to change, decline, or return their old PCs and stay up to date on the PC transition.

PC upgrade process is tedious.

Time- consuming.

Employees expect the transitions to take up to 2 weeks, while in reality it takes on average 1 month to complete.

Time- consuming.

Employees expect the transitions to take up to 2 weeks, while in reality it takes on average 1 month to complete.

Time- consuming.

Employees expect the transitions to take up to 2 weeks, while in reality it takes on average 1 month to complete.

Lack of communication

Employees received an email about the PC replacement process and delivery date but did not receive details on how to change their address or cancel their participation.

Lack of communication

Employees received an email about the PC replacement process and delivery date but did not receive details on how to change their address or cancel their participation.

Lack of communication

Employees received an email about the PC replacement process and delivery date but did not receive details on how to change their address or cancel their participation.

What employees are feeling

"Dealing with the constant back-and-forth email ticket responses to the technical team is overwhelming."

— Employee 1

"Lack of clear communication makes the entire PC upgrade process confusing and frustrating to be a part of."

— Employee 2

I expected the process to take 2 weeks, but it took so long that I almost forgot I was part of it.

— Employee 3

How might we framework

How Might we

Automatization

How might we reduce the email correspondence with technical teams?

Communication

How might we give employees clear communication about their process?

Time- Saving

How might we streamline the process to minimize completion time?

User Flow

Collaborative working session with the PC refresh team regarding the current process.

We held a collaborative working session with the PC refresh team to identify what was wrong with the current process and identify areas of improvement.

What I discovered:

I discovered with the PM and PC refresh team that the onboarding process does not involve employees until the pick-up and return phases. To include them at all times, I worked with the PC refresh team to create a new process involving them.

We held a collaborative working session with the PC refresh team to identify what was wrong with the current process and identify areas of improvement.

What I discovered:

We held a collaborative working session with the PC refresh team to identify what was wrong with the current process and identify areas of improvement.

What I discovered:

While collaborating with the PC upgrade team, here are the key User flow aspects we added:

Select a new PC

Confirm new PC
(Optional) PC replacement denial
Confirm Address / Change Address
Order Status
Transition New PC
Return old PC

Select a new PC

Confirm new PC
(Optional) PC replacement denial
Confirm Address / Change Address
Order Status
Transition New PC
Return old PC

Select a new PC

Confirm new PC
(Optional) PC replacement denial
Confirm Address / Change Address
Order Status
Transition New PC
Return old PC

Design Guide

Style and Component Design Guide for NG

As the sole designer of the project, I created the designs using the established NG guidelines. I developed colors and existing typography to improve the PC upgrade process experience. Following this guideline was essential, as the compliance team had to approve the final design of the new process experience.

Color

While working on this project, I added a few new colors to the design that were outside the NG guidelines. I partnered with the compliance team and took an accessibility course to create color matches. The color contrast is also accessible, passing the AA and AAA standards when matched with black as the text. I made an additional color palette to give a more prominent status to the employees' PC upgrade participation.

Color

Typography

Headings: Arial bold
Secondary Content: Arial Regular

This combination created a cohesive look and feel with well-matched font groupings. Using 16pt as the body text was a good starting point, as it matched best practices for conforming to WCAG guidelines.

Typography

Headings: Arial bold
Secondary Content: Arial Regular

Typography

Headings: Arial bold
Secondary Content: Arial Regular

High-Fidelity Prototype

Introducing the New version PC Upgrade process

After completing the research and collaborating with the PC upgrade technical team, I worked closely with the project manager, PC upgrade team, and engineers to design and deliver the MVP dashboard shown below:

PC Upgrade Dashboard:
Upon entering the new portal, employees are welcomed by an intuitive dashboard that provides a clear summary of their PC upgrade status, enabling them to quickly confirm if the correct PC is being sent.

PC Upgrade Dashboard:
Upon entering the new portal, employees are welcomed by an intuitive dashboard that provides a clear summary of their PC upgrade status, enabling them to quickly confirm if the correct PC is being sent.

PC Upgrade Dashboard:
Upon entering the new portal, employees are welcomed by an intuitive dashboard that provides a clear summary of their PC upgrade status, enabling them to quickly confirm if the correct PC is being sent.

Ticket Home Portal:
A streamlined home portal allows employees to track their progress in the PC upgrade process, significantly reducing the burden on technical teams and keeping employees informed about their onboarding status.

Ticket Home Portal:
A streamlined home portal allows employees to track their progress in the PC upgrade process, significantly reducing the burden on technical teams and keeping employees informed about their onboarding status.

Ticket Home Portal:
A streamlined home portal allows employees to track their progress in the PC upgrade process, significantly reducing the burden on technical teams and keeping employees informed about their onboarding status.

Confirm current PC Portal:
A streamlined confirmation portal allows employees to confirm, reschedule, and decline participation of the PC upgrade wave, significantly reduce email ticket creation and encouraging employee to immediately take action.

Confirm current PC Portal:
A streamlined confirmation portal allows employees to confirm, reschedule, and decline participation of the PC upgrade wave, significantly reduce email ticket creation and encouraging employee to immediately take action.

Confirm current PC Portal:
A streamlined confirmation portal allows employees to confirm, reschedule, and decline participation of the PC upgrade wave, significantly reduce email ticket creation and encouraging employee to immediately take action.

Impact

After rolling out the first three months, we saw a positive increase in using this self-service solution.

After passing my design solution to the developer, we initiated a small-scale beta testing phase with a smaller group of employees before eventually launching it to the entire employee audience. Even after the initial launch, we concluded that we would continue to iterate on the solution, improving it over time with new interactions. When we fully rolled out the new process to 53K employees, the metrics below are what we found out in the first two months:

20% in Decrease of ticket numbers.

20% increase in cost saving

5% Increase in customer satisfaction score (CSAT)

Reflections

This was my inaugural project at Atos and an enjoyable experience. It provided me with insights into the dynamics of an actual company project. Initially, I was concerned about being unable to solve the problem due to limited employee access. However, it taught me the importance of overcoming obstacles and finding alternative solutions. As a result, I engaged directly with the individuals involved in the PC refresh process, which proved to be a precious asset.

Interested in working together?

b.a.iadegboye@gmail.com

Interested in working together?

b.a.iadegboye@gmail.com

Interested in working together?