Experience Awards
Experience Awards is a nomination portal designed to recognize and celebrate the outstanding efforts of our staff. The goal is to offer a user-friendly and inclusive nomination interface to overall boost recognition, appreciation, and morale in the workplace.
FACING THE PROBLEM
How can we increase nomination participation and engagement?
At the time, the interface was nowhere close to usable. It lacked user flows and the instructions were unclear in the nomination process - if there even was one. We needed a solution that would allow our staff to explore and engage in this nomination program. Therefore, a comprehensive redesign of the end-to-end digital experience for the interactive portal was needed.
DEFINE
Establishing objectives
As the sole UX Designer, I was responsible for designing the core flow of the interactive portal. I also led design reviews and brainstorming sessions with the stakeholders (HR Culture & Diversity team). Additionally, I collaborated with the marketing team, graphic designers, and developers to ensure that the designs met user needs, aligned with business goals, and adhered to best practices.
Project Timeline
IDEATE
Gathering insights from a user journey map
During my research and brainstorming sessions, I came across several insights and feedback from users of the previous site. I categorized these observations using a user journey map which exposed painpoints and road blocks.
Key insights
Login roadblocks
Logins posed a significant barrier for users, as many were reluctant to engage with the process. As a result, only managers were logging in, while peers largely opted out, leading to minimal participation from the broader team.
Confusing Criterias
When asked to enter employee ID for validation in the form, users were unsure where to locate the information, resulting in a high rate of form drop-offs. Additionally, users were under the impression that only managers were qualified to make these nominations.
Poor informative guidance
After logging in, users receive no additional information about the available awards, nomination criteria, or the purpose of the program. This lack of clarity results in low participation and minimal engagement with the initiative.
DESIGN
Iterating designs
Collaborating closely with cross-functional teams, I iterated on the designs, refining the features and content that would showcase the breadth of this new portal along with an elevated nomination form. There were also large efforts in making the portal as engaging and informative as possible to prevent large drop offs.
Left to right: low to high fidelity wireframes
Brand Guide
Launching a new program means redefining and redesigning a brand identity. We collectively agree on one that emphasizes excitement, culture, and honor. I worked with a graphic designer to come up with assets, typography, and color palette best suitable for the website and email templates.
FEATURES
Clear Navigational System
The single page home page serves as large navigational system to redirect users to the different award categories. Prior to making a nomination, users are informed of the different categories they can nominate others for and what criterias should be met.
FEATURES
Organized and informative Flow
Through each step of the user’s journey, I implemented elements, content, and noticeable CTA’s that would guide users in reaching their final task - submitting the nomination form.
FEATURES
Elevated form
Knowing that logins were an obstacle within the user journey flow, I opted for a USC ID input in the submission forms. This allows us to validate each nomination without implementing such a heavy barrier in the start of the user’s journey. I also added a help option on the side to allow users easily identify their USC ID.
FEATURES
Mobile accessibility
To prioritize accessibility, I adopted a mobile-first approach, ensuring quicker and easier access to the website. My goal is to be inclusive of all users, and through user research, I discovered that the majority of our audience relies on mobile devices, making this approach essential for enhancing their experience.
Final Outcome
After launching the program, we managed to receive over 120 nominations each month across various departments, celebrating and honoring our peers. That is a 100%+ increase from the previous website.
After handoff, I stayed engaged to ensure a smooth transition from design to implementation and even got my own award for it! This project has been a fun and rewarding journey filled with teamwork and dedication, and I’m proud to have contributed to delivering an engaging product.
Let's get in touch!
I'd love to hear from you and explore collaboration, answer your questions, or simply chat.
© Christine Wang 2024
