overview

Our HR department leadership were having issues with how our bank employees were experiencing our policies on the intranet, so the question was very simple.  How do we improve the experience and usability of the policies going forward?

research

We started by conducting a bank-wide survey to understand current pain points with the policies; then we did a round of contextual inquiries to gather more information around those pain points and if there were any other patterns that we might have missed.

Additionally I met with the folks who administer and maintain the policies to help understand what type of issues they were having and understand ways in which technology could make their experience with the policies easier.

testing

We conducted two rounds of low-fidelity testing with actual users we had gathered for the contextual inquiries to help us refine what our final solution might look and function like.

After the first iteration we adjusted the design to incorporate the feedback given by the team in charge of maintaining the policies to make the solution inclusive of everyone.

results

The final result incorporated solutios for all the stakeholders in the room, and streamlined not only the way policies are found online but how admins answer frequent asked questions. The solution is scalable enough for it to incorporate policies not only from the HR dept but other business areas as well.