My Contribution
Tools
Timeline
3 Months
Problem
Executives often have zero visibility of the PC upgrade program, which leads to increased unsuccessful employee PC onboardings and high program costs. Without visibility, they cannot take proper action on actionable tasks to reduce unsuccessful onboarding.
Carrier's PC program cost 40% more for the company than it did in the previous years. (each 1% cost was 20k per every 100 employees)
Out of 15 executive in carrier only, only 10% know what is going on in the PC upgrade program
In addtion to that, executive had little to no way of messuring the outcome of the current PC upgrade program.
Carrier aims to introduce an MVP dashboard that allows executives to monitor the program and identify potential problems it might face.
Solution
A power BI dashboard that offers executives real-time data, trends, and actionable insights so they can delegate actionable tasks to employees.
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 project manager and a power BI engineer to deliver a solution that allowed executives to have Visibility into the program.
User Research
User Interview
As the project continued, I hit a roadblock regarding how to gain access to the executives who monitor this program. But with the help of the PM, I gained acess to interview some of them. I interviewed them and asked about their pain points regarding their communication on the program.
Employee Problem
What are executives' overall thoughts about the current program?
Key Takeaways:
What Executive are say about the program?
— Executive 1
Ideation
Translating feedback into actionable items
Based on what I learned from the interview with executives, I believe that a dashboard for executives should have the following:
Provide a clear visualization of overall trends in the PC upgrade program.
Cost transparency
Show clear visibility into the program's costs to the organization.
Offer clarity on how to improve and interpret employee satisfaction.
Low-Fidelty Wireframes and comparative usability testing
Designing a User-Centered Executive Dashboard Experience
After completing gathering actionable items, I began working on the wireframes. I presented it to some executives in a workshop as Iteration 1, which showed all the main metrics they wanted to see.
However, they felt it was a cognitive overload, and they couldn't focus on the key aspects they wanted to know about the process as a whole.
Iteration 1
Iteration 2
Design
High-Fidelty prototype
Introducing the PC refresh dashboard
Reflections
This was the first time I had to work with executives. I initially needed to learn how to effectively make executives understand why my design proposed value to them. However, I talked with my colleagues and manager about effectively communicating executives' value propositions. As a result of that coaching, I could present my design solution to carrier executives, which improved their user experience.
Next Steps
We planned to improve the MVP dashboard experience for the executives continuously and venture in accessible problems that I later found out.