UX Student Project - PocketPerks

PocketPerks A UX Project by Berlin Liew

THE PROBLEM

These days, companies are pressured more than ever to provide attractive employee benefit suites (perks!) to attract, motivate and retain employees. To an extent, benefits and perks can sway a person’s decision when choosing where to work.

However, small to medium-sized businesses (SMBs) often don’t have the resources, capability, nor the luxury to provide perks the way larger established corporations do.

THE PROBLEM STATEMENT

How might we help small-medium businesses provide their staff a compelling suite of perks in order to give them a competitive edge in market?

RESEARCH / OBJECTIVES

1. Test my assumptions.

2. Find out if this is really a problem amongst SMBs‌or if I’m simply being a millennial who thinks perks are important.

3. Get a snapshot sense of the daily life, dynamics, needs and desires of my users.

4. Uncover gaps and explore how these could be turned into opportunities.

RESEARCH / METHODS

27

SURVEY RESPONSES

10

ONE-ON-ONE INTERVIEWS

AFFINITY MAPPING

KEY INSIGHTS

Setting up a proper employee benefits suite only becomes a priority when SMBs start to grow and need to attract new talent.

The creation of a perks suite needs to align with SMB principles and values (personal, agile, cost-efficient).

SMBs are mega time-poor, so they’re more likely to consider something if it removes admin work and saves time.

SMB owners treat perks as a luxury, not a given, even though they know employees treat them as a given, not a luxury.

PERSONAS

SMALL BUSINESS OWNERS Primary

HR MANAGERS IN MED-BIZ Secondary

PERSONAS

MEET SETH NICHOLS

Primary

Story After 8 years of working in sales for a software company, Seth wanted more out of his job.

He wanted to be his own boss and always dreamt of starting something of his own. Two years ago, he took the plunge and left the corporate world to pursue a small business opportunity with his best mate, Zach. Together they both founded X Digital Agency. The company works out of a co-working space in Richmond, and has 9 full-time employees.

Despite running the business for two years, he’s still discovering how challenging running a small business can be – especially as it expands. But he loves it and wouldn’t trade it for the world.

“My staff is like family. I treat them when I can – with team lunches, drinks in the office. I’d love to do more but it’s all budget dependent.”

Age 35

Occupation

Managing Director / Founder, X Digital Agency

Income $85,000

Lives in

Windsor, VIC with his partner Marie and their one-year-old son, Chris

Behaviour • Passionate about ideas, community and doing good work • • • •

Approachable and friendly, well respected in the business Checks his calendar every morning to see what he has set for the day Standard pace is go-go-go Stressed and preoccupied by many thoughts but always tries to keep calm

Goals & • Expand the business. Seth has big dreams!

Needs • Achieving work-life balance and getting as much done within 9-5 • Attracting good talent that will give their best to the company • Getting all staff members on board with the company’s vision • Creating a company culture that is envied by other agencies

Pain Points • Time-poor all the time

• Trial-and-error mistakes in creating company culture (e.g. flexible hours) • Every decision is limited by budget • Finding good talent

PERSONAS

MEET JACKIE MCCARTHY

Secondary

Story Jackie joined Focus Research after graduating university five years ago. She’s seen the

company grow from a small research start-up to a 70-person company, and is very fond and loyal to those who trained her. As the People Experience Manager, Jackie has developed several on-boarding programs, incentives and initiatives for staff members to promote motivation, growth and retention within the company. Despite her efforts, she still sees her fair share of people leaving for bigger opportunities within corporates. This has sparked a curiosity as to how she can fine-tune staff engagement and experience so that Focus Research can continue to attract and retain great talent.

“The biggest perk of all is to be able to do what you want and what’s important for you. We’d love to offer that to all our staff.”

Age 29

Occupation

People Experience Manager, Focus Research

Income

Behaviour • Caring, bubbly and warm, always up for a chat • • • •

Goal-driven, likes to tick off things on a list Spends her lunch breaks either with close colleagues or reading Tech-savvy, but not a fan of internal company systems Great at multitasking and organising tasks

Goals & • Understanding what her staff needs and wants Needs • Identify and employ more self-motivated staff

• Fostering a healthy and productive work culture • Maintain motivation amongst staff members so retention remains high

$70,000

Lives in

Northcote, VIC with two housemates who are both in corporate

Pain Points • Handling complaints from unsatisfied colleagues

• Trying to please everyone • Lots of internal processes and policies • Dealing with old-school / limited HR Information System platforms

CUSTOMER JOURNEY MAP SETH NICHOLS

Age 35 Occupation Managing Director / Founder, X Digital Agency Income $85,000 Lives in Windsor, VIC with his partner Marie and their one-year-old son, Chris

TIME DO

THINK

Day 1, Week 1

Day 4, Week 1

Define Analyse what the company values company currently & culture offers employees

”What do we stand for?

Scenario

It’s the start of the new year and Seth intends on expanding X Digital to take on the workload of new clients. Up until this point, the company had never advertised for roles. Now as they’re about to compete for talent, Seth realises he needs to look into his employee value proposition, and consider the kind of benefits X Digital offers in order to attract the best candidates.

Day 1, Week 2

Day 2, Week 3

Day 1, Week 4

Engage with employees (survey, interviews)

Analyse results

Research what competitors are doing

Identify roles that Identify desired EVP need to be filled for these roles

“Damn, how are they affording that?!”

“Exactly who do we need?”

“Okay, so there are “I really hope ”Right, there’s some team lunches, flexi they like working good but definitely hours…” here” room for improvement.”

Day 4, Week 4

Day 1, Week 5

Day 2, Week 8

Day 5, Week 10

Day 2, Week 12

Engages with providers

Compare costs vs. budget

Re-evaluate

“Urgh. I’ll park “What would we want “Where do I start? “Man, everything this for now and to offer to these Who’s good? So is so freaking come back to it guys?” many choices!” expensive.” next week.”

FEEL

TOUCH POINTS

Online Survey In-Person

Excel

Websites

Excel

In-Person Websites

Phone Email

PAIN POINTS

Time-consuming task

Overwhelmed with information

Not knowing what Overwhelmed and they may truly want or lost for direction value

FEATURES / OPPORTUNITY

Automate the process with Q&A features

Provide best practice guidelines

Show SMB owners Provide the Offer flexible Provide ready-towhat people in certain capability to scale billing options to go packages roles want based on budgets encourage trial

Excel

Trying to meet budget

Unsure if making the right decision

CUSTOMER JOURNEY MAP SETH NICHOLS

Age 35 Occupation Managing Director / Founder, X Digital Agency Income $85,000 Lives in Windsor, VIC with his partner Marie and their one-year-old son, Chris

TIME DO

THINK

Day 1, Week 1

Day 4, Week 1

Define Analyse what the company values company currently & culture offers employees

”What do we stand for?

Scenario

It’s the start of the new year and Seth intends on expanding X Digital to take on the workload of new clients. Up until this point, the company had never advertised for roles. Now as they’re about to compete for talent, Seth realises he needs to look into his employee value proposition, and consider the kind of benefits X Digital offers in order to attract the best candidates.

Day 1, Week 2

Day 2, Week 3

Day 1, Week 4

Engage with employees (survey, interviews)

Analyse results

Research what competitors are doing

Identify roles that Identify desired EVP need to be filled for these roles

“Damn, how are they affording that?!”

“Exactly who do we need?”

“Okay, so there are “I really hope ”Right, there’s some team lunches, flexi they like working good but definitely hours…” here” room for improvement.”

Day 4, Week 4

Day 1, Week 5

Day 2, Week 8

Day 5, Week 10

Day 2, Week 12

Engages with providers

Compare costs vs. budget

Re-evaluate

“Urgh. I’ll park “What would we want “Where do I start? “Man, everything this for now and to offer to these Who’s good? So is so freaking come back to it guys?” many choices!” expensive.” next week.”

FEEL

TOUCH POINTS

Online Survey In-Person

Excel

Websites

Excel

In-Person Websites

Phone Email

PAIN POINTS

Time-consuming task

Overwhelmed with information

Not knowing what Overwhelmed and they may truly want or lost for direction value

FEATURES / OPPORTUNITY

Automate the process with Q&A features

Provide best practice guidelines

Show SMB owners Provide the Offer flexible Provide ready-towhat people in certain capability to scale billing options to go packages roles want based on budgets encourage trial

Excel

Trying to meet budget

Unsure if making the right decision

MAIN NEEDS & QUICK WINS

Easy, no-frills suite of perks that are ready to go and/or personalised based on the company’s wants and needs.

The ability to scale up or down based on budget and preferences.

1

2

Provide flexibility in billing options (fortnightly/ monthly) to suit finance needs; reduce worry of committing longterm.

3

THE IDEA

PocketPerks

“A mobile platform for SMB owners to easily access, build and review benefit packages tailored to suit their needs and their staff’s lifestyles.”

THE COMPETITION

Services

What does it offer?

Interface is build for…

Employment Hero

WorkLife NAB

SmartSpending

PerkSmart

HRIS

Digital wallet

Digital wallet

???

Payroll Employee info Leave Perks & Benefits

Gift cards Discounted services Discounts on NAB products

Instant vouchers Cash backs

Vouchers Discounted services (SMBs)

Employer Employee

Employee

Employee

Employer

MVP ANALYSIS HIGH VALUE BESPOKE READY-TO-GO PACKAGES

ROLE-BASED PREFERENCE RESULTS / ANALYTICS ONCE THERE IS UPTAKE

SEARCH / FILTER FUNCTIONS

BUILD-YOUROWN CAPABILITY

INTERACTIVE CALCULATOR PERSONALISED DASHBOARD

FLEXIBLE BILLING OPTIONS

DIFFICULT

EASY

BEST PRACTICE GUIDELINES

SHOW PRO/ CON P/PERKS

QUICK LOGINS (IE. LINKEDIN)

INCLUDE WEBSITE P/PERK (MORE INFO)

PAYMENT DETAILS AFTER SELECTING PERKS

SHOWCASE PERKS THAT OTHER COMPANIES ARE OFFERING

LOW VALUE

MVP ANALYSIS HIGH VALUE BESPOKE READY-TO-GO PACKAGES

ROLE-BASED PREFERENCE RESULTS / ANALYTICS ONCE THERE IS UPTAKE

SEARCH / FILTER FUNCTIONS

PERSONALISED DASHBOARD

BUILD-YOUROWN CAPABILITY

FLEXIBLE BILLING OPTIONS

DIFFICULT

EASY

BEST PRACTICE GUIDELINES

QUICK LOGINS (IE. LINKEDIN)

INCLUDE WEBSITE P/PERK (MORE INFO)

PAYMENT DETAILS AFTER SELECTING PERKS

LOW VALUE

Search: Detail

USER FLOW Register via LinkedIn

List of Results

Add to Favourites

Search Checkout Perks

Categories

Bespoke Packages

Detailed Page

Permission pop-up

Key in Payment Details

Confirmation Page

Add more

New User Favourites

List of Favourite Perks Checkout

Register via email

Fill in details

Home

Dashboard

Login

Company Dashboard

Key in Payment Details

Confirmation Page

Review Uptake

Create

Send Survey

Analyse

Results

Surveys Existing User Community

Employees

Employee Profile

Reward

Employee List

Account Settings

Notifications

Passcode Settings Help Feedback Log Out

Exit App

Employee Profile

Confirm

SKETCHING AND RAPID PROTOTYPING

SKETCHING

WIREFRAMING

THE PROTOTYPE

Preview on InVision: https://invis.io/D9G6KT5EK8T

USABILITY TESTING Insights

Ideas

Improvements

Couldn't find where the perk listings were saved

Don't hide them under 'Search'; bring them forward on screen; on its own page

Didn't realise the Packages were ready-to-go packages (and that they were different to perk listings)

Create a filtering system using buttons: build your own vs. ready-to-go

Search button was only used if they know what they're looking for

Keep it but don‘t have it as gateway to perks listings

Testers had a similar view / opinion on what 'Community' Offer tips on creating EVP, forums for SMBs menu button offered (sharing of info, forums, definitely not to connect, FAQs where employees are kept)

Onboarding process could break down more steps to show direction

Instead of showing users the environment, give users directions and explain the value prop of using PocketPerks

Categories (Community v Cause) confused users

Use more user-friendly terms

Users weren't sure where Employee Info was kept/located

Keep it under Dashboard or Setting

Favourites list = needed?

Remove from menu but keep functionality in Build-Your-Own

Login page = confusing; no clear flow of how to sign up vs. login

Maintain clear flow for login

USER FLOW 2.0

Checkout Perk Details Build Your Own

Listings

Add to Saved List

View Saved List Register via LinkedIn

Perks

Permission pop-up Onboarding

Login

Create account

Bespoke Packages

Fill in details

Detailed Page

Key in Payment Details

Review Package Email Login

Home

Dashboard

Company Dashboard

Edit Employee List

Analyse Uptake

Discussions

Community

Resources

FAQ’s

Account Settings

Notifications

Settings

Passcode Feedback Log Out

Exit App

Save List

Confirmation Page

WIREFRAMING 2.0

INTERACTIVE FLOW 2.0

THE PROTOTYPE (2.0)

Preview on InVision: https://invis.io/D8GIL01EUN4

THE FUTURE FINE-TUNING THE MVP •

Opportunity to explore further: • Free trials • Role-based filters/preferences • Reward functionality • Add pros/cons to each perk listed

EXPAND: PRODUCT / INTERFACE •

• • •

Flesh out the survey services: • Offer ready-made survey templates • Map out process flow for survey sends & collections • Combine survey analysis with perks recommendations Explore the need/want of an interactive calculator that dynamically responds to advanced filters Create interface and user flow for employees Develop for web

BRING IN THE BUSINESS TEAM • Work out the business model (as budget is clearly high on the consideration list to SMB owners)

KEEP TESTING • Conduct usability testing amongst target users – SMB owners • Continue testing to improve user flow and user experience

DEBRIEF: REFLECTIONS ON THE LAST 2.5 MONTHS

DOUBT

DESIGN RESEARCH REMINDED ME OF WHAT I ENJOYED MOST WHEN I WAS AT UNIVERSITY

GOING THROUGH THE LEARNING PROCESS IN A TEAM OF ONE WAS CHALLENGING

WHY = UNDERSTANDING

UI KITS ARE COOL (& FREAKING OVERWHELMING) BUT OWN THE BASICS FIRST

“I’M ALL SOCIALISED OUT”: USABILITY TESTING WAS A LOT MORE ENJOYABLE THAN I EXPECTED

MAJOR RESPECT FOR UI / GRAPHIC DESIGNERS

January 2018

WHY NOT = BREAKTHROUGHS

I’M STILL WORKING OUT HOW TO APPLY HUMAN-CENTRED DESIGN IN MY EVERYDAY LIFE

CAN’T HELP BUT SEE UX PROBLEMS EVERYWHERE (& WANTING TO WORK ON THEM!)

March 2018 NOW KNOWING WHAT’S INVOLVED IN UX RESEARCH, WE CAN BE MORE STRATEGIC WITH QUESTIONS & APPROACH IN FUTURE

LEARN MORE: 1. HEURISTIC EVALUATION 2. HOW TO DRAW USER FLOWS (W/O USING POWERPOINT)

SKETCHING: DON’T STRESS ABOUT BEING PERFECT – OTHERWISE YOU’LL NEVER GET STARTED

Thank you.

Berlin Liew berlin.liew@gmail.com 0433693649 linkedin.com/in/berlinliew