iHRP - Human Resource Planning
Team size
3 Designers (1 Product designer, 1 UX analyst, 1 Visual designer
Location
Hanoi, VN
Year
2022
Client
FPT Information System
Overview
Currently, FPT Information System (FIS) has the HR management system (FPT.iHRP) that has been deployed for more than 300 customers, but the product is outdated and has some problems as follows:
· Core interface, Self Service Portal interface old technology is not friendly for users
· Processing speed of timekeeping and salary calculation is too slow for some large customers with more than 3500 HRs and 500 000+ employees.
- Old architecture, technology (10 years, Database less optimal)
· Lack of competitive features or weak compared to some other competitors in the market (SAP SF)
- Recruiting (mainly information management, difficult to use)
· Performance review (slow and hard to use)
· Difficult to find the required information in a large information system.
Capacity assessment (not standardized)
· Many new modules are view-only, input-only, one-way
· Many functions are missing and incomplete.
- Workforce Dashboard: No customization, old and outdated interface.
Background
FPT Information System is a company (3200+ employees) of FPT Corporation (40 000+ employees). The company has a wide range of products (Banking and Finance, Telecommunication, Transportation, Energy, Real estate, Manufacturing, Health care, etc), focusing on the domestic market and Southeast Asia. The company provides solutions for ERP, Datacenter, BPO, IT Services, and System Information.
About the UX team and UX situation at FIS:
- No system at FIS has been properly applied with standard UX.
- No UX/UI expert.
- Misunderstanding between UX and UI.
- The information system inside is complicated, outdated, and dense, with plenty of places to go. Think of product development in the old way.
- Hard to use but don't know why.
- Do not understand the user.
- Make products according to the style of “customizing on demand”.
I joined FIS as a UX Consultant/ UX team leader/ Senior Product Designer who decided the last UX and UI and laid the foundation for UX here. Because I have experience in starting a UX team from scratch at FPT Software (Another subsidiary of FPT). At that time, my task in this project is: Recruit a UX analyst and outsource a Visual designer because the UX team is completely empty. UI Designer at FIS is crowded but not as qualified and logical as I requested.
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Lean UX
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Agile UX
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UX review
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Usability testing
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Cards Sorting/ Tree testing
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Survey + Interviewing to gather insights (Remote & Directly depends on each kind of test)
Methods
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UX Review (UX Audit, Data, Personas, What Needs to be Improved? What Isn't working?)
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Usability Testing
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Optimizing
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Launching
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User research in deep
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What needs to be enhanced more after understanding and collecting users' insights?
Initial tentative process
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Discovery (UX Audit and how can fix this by using UX expert view?
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Optimizing with UX expert solutions (Lean UX)
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Usability testing
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Optimizing via feedback from testing.
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Launching
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User research in deep.
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What needs to be enhanced more after understanding and collecting users' insights?
Final process
Because of the limited timeline and knowledge from the development team + the UX audit result is really bad.
Methods and Proccess
Lean UX
Planning & Prioritizing
Meeting with stakeholders to educate them about the process, and the way of approaching and handling project issues with UX. This is really difficult because the development team has no idea about UX. Fortunately, the support leadership for bringing in UX to change an important piece of software has been around for more than 10 years. Through the meeting, we agreed on the priority between the modules when applying UX and the time to launch each version to the market to meet the needs of customers.
Discovery & UX Review
UX Audit: Problems finding/ What isn't working?
Reading URD and meeting with the development team especially Business Analysts to understand the problems inside and business needs. The three sets of project persona can be clearly seen: Admin, Manager, HR staff, and normal staff. Here it is necessary to consider the above three personas except for admin.
Main problems encountered:
- Performance optimization issues.
- Issues with feature responsiveness and ease of use for users.
- Issues of transparency of information, understandability of information.
- Information Architecture issues.
- Interface issues, display device compatibility.
...
WIREFRAMING THE SOLUTIONS
After discussing with Business Analysts to understand the logic and real issues in implementation in enterprises, my UX team will propose solutions and meet with stakeholders. After obtaining the agreement, my UX team will come up with the wireframe and build up the prototype according to the intended test script.
UX RESEARCH
Discuss difficult logic and find all the ways we can
There are many difficulties that occur when the problem is very difficult, requiring testing many different ways of optimizing the flow. We create specific controls and save them from testing many times with the user. Those controls are placed directly in the context of the modules for testing.
Provide solutions for a flow and per-screen in a module
Full optimized flow with different roles in the project. On each screen, other optimizations are applied. These optimizations are system-wide and consistent in terms of processing and behaviors. This flow will be tested with the user as planned.
An Example Wireframe Screen
This is a screen in the processing flow after completing the account registration and login to access the home page. Users will be guided by the system and begin to customize their home screen.
Step 1
Quick card sorting between the BA team and UX team to optimize at the very first step to remove useless cards, and grouping affinity cards follow the new Information Architect of UX team.
VALIDATING THE DESIGNS
UX RESEARCH
Card Sorting for re-building up the system Information Architecture
Role: Manager
Role: HR staff
Role: Normal Staff
Step 2
Conduct Card Sorting for each Role (Manager/ HR/ Staff) then check again by the tree test. The results would be collected to build up a tree menu for each role. We take 5 persons for each role of the testing. Then we re-check by tree test in the large amount (>1000 users).
Users would group from the collection of many cards (which were placed randomly) into groups they want and name for each. Then iterate the upper levels until they don't want to group anymore. We would have a tree with labels called by users' language.
Role: Manager
Role: HR staff
Role: Normal Staff
Step 3
The UX team will proceed to build a menu tree for each role according to the results obtained and synthesized from the card sorting and tree test. For the shared menu, the priority is to get the results of the normal staff so that everyone can understand and use the menu.
Preparing, Testing & Interviewing then making Reports
Preparing
In this step, the UX team assigns tasks to the members:
I write test scripts, test prototypes, recruit users, contact users and schedule test + interviews, conduct interviews & testing, review videos, analyze feedback from users and observations from interviews, and moderate final reports of the tests.
The UX analyst: design lab, list equipment, conduct interviews & testing, make reports, and analyze the feedback from users.
The Visual designer: reviews videos and reports to understand user behavior. See the report to fix the noted fixes and improve to the next version.
1 —
Writing test scripts for roles
The test script is written for the purpose: I want to extract user information, what role they are doing, what software they usually use for HR management, and what difficulties have they been facing when working with the current iHRP system.
For each role, the question will likely change to match the tasks they do with the iHRP system. And what do they expect from a new system that can help them? ...
2 —
Designing lab and making equipment list
The lab is designed for the purpose of creating a comfortable feeling for users when participating in tests and interviews. At the same time, it must ensure the recording, audio recording, and observations from the UX team. The list of equipment to prepare will help the UX team not to be interrupted, forget or miss anything before the test.
3 —
Recruit users and scheduling the interview & testing
Recruit users according to the requirements of the software. Those must be users who have had experience using iHRP and locate in different locations, different types of companies where the iHRP system has been deployed. This ensures diversity and limits bias in test & interview results.
Contact the user to arrange the schedule as different users will have different work schedules.
Testing/ Interviewing & Making Reports
Invite users to test. In this section, we mainly test HR and ordinary employees because this is a part related to Self-services for employees.
With HR: exploiting operations, specific needs related to staff management, information extraction, jobs related to salary, insurance, timekeeping...
For ordinary employees: focus on exploiting modules related to the management of personal information, onboarding process, management, and personal customization related to salary, leave, contract, and insurance ...
1 —
Interview & Usability testing
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Interview
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5 second testing
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Usability testing
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SUS for UX
2 —
Analyzing and Making Reports
The lab is designed for the purpose of creating a comfortable feeling for users when participating in tests and interviews. At the same time, it must ensure the recording, audio recording, and observations from the UX team. The list of equipment to prepare will help the UX team not to be interrupted, forget or miss anything before the test.
USER INTERFACE
DESIGN SYSTEM
NEW VERSION OF IHRP - HUMAN RESOURCE PLANNING
New experience with powerful and easy user customization
Ant Design
Come Visit Us
Mon - Fri: 9am - 6pm
Sat: 10am - 2pm
Sun: Closed
USER INTERFACE
MOCKUPS
Login
The system offers two-factor authentication, multi-language, and Google enterprise integration. The improved login/register flow is simple and secure.
iHRP System walkthrough
The system guides users on how to use it with very brief walkthrough videos. You can skip them if you don't want to continue watching. These videos are stored in the Guidance module - easy to search and review. These videos not only help you interact with common parts of the system but also complex business problems - saving time and greatly reducing the load on the Call center.
Customize your screen easily
The system allows you to choose the modules/functions you regularly work with according to your authority. You can easily add or remove 1 or more modules/ functions with extremely simple and familiar operations. The system is also integrated with a powerful custom menu.
Home page can be customized easily
All the modules displayed on the screen, including the menu, can be customized the way you want, with the permissions you have. Modules/functions can be dragged/dropped/added/deleted at any time. Powerful search and sorting functions with built-in UX like Mac OS's Spotlight search.
Strong personalization in management
The system has controls for customizing and filtering powerful information. Grid is one of the powerful controls that we would recommend to you: You can add, remove, rename, swap columns, and freeze any column you want. Ability to filter data right on the grid