ASCENTIS HUMAN CAPITAL MANAGEMENT

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Our mobile app engagement had been consistently low, and the few users who did utilize it provided predominantly negative feedback. The critical issues raised by users included difficulties in navigation, an outdated and unattractive appearance, and a lack of useful information.

To address these concerns head-on, our team conducted an extensive survey and interview campaign, collecting insights from a large user base. Armed with this valuable data and empathy for the users, I collaborated closely with the group product manager to present our findings to both the Product team and executive leaders.

In our presentation, we not only shared the user feedback but also provided quick mock-ups that illustrated the direction we believed would bring the most benefit to the company. Furthermore, we laid out a well-defined roadmap outlining delivery timelines.

Recognizing that the previous lack of investment in mobile had been a strategic misstep, I made a compelling case for change. Our most significant challenge lay in the constraints of limited resources, as our proposal entailed a comprehensive overhaul of the entire app.

Despite these challenges, our resolute commitment to enhancing the mobile experience for our users was unwavering. We understood that this transformation was imperative for the company's success, and our data-driven approach and persuasive advocacy played pivotal roles in driving this much-needed change forward.

Crucial Findings:

1. Navigation Complexity: The current navigation structure not only proved perplexing but also often led users astray, causing confusion.
2. Lack of Motivation: Users expressed minimal enthusiasm for the app, as it failed to deliver substantial value or engage them effectively.
3. Buried Clock-In/Out Feature: The fundamental clock-in/clock-out functionality was inconspicuously buried within the app, hindering its accessibility and usability.
4. Drastic Visual Design Overhaul Needed: The overall design of the app was deemed outdated and in dire need of a significant refresh to align with contemporary standards and aesthetics.
5. Inadequate Information Architecture: The existing information architecture fell short in connecting similar actions seamlessly, resulting in disjointed user experiences. Additionally, it often overlooked the importance of providing status updates as tasks were completed, leaving users in the dark about progress.

We determined the following requirements:

• The application needed our new branding.
• The application components all needed redesign to make them more attractive and modern.
• The information architecture needed to be redone.
• The Clock In/Out feature needed to be front and center.
• We needed a feature that could "hook users."

The team utilized brainstorming and user journeys to ideate, and we dove right into prototyping.

Guided by design thinking principles and valuable user insights, we embarked on a mission to restructure the entire application, moving away from a conventional hierarchy of nouns and embracing a web of links style, as per Tufte's definitions.

This  endeavor entailed a complete overhaul of every single page within the app. However, due to the constraints of limited resources, we had to approach this transformation in stages, which effectively tripled the workload for our design team.

A complete  information architecture restructure  wouldn't be enough. Our research had uncovered a pressing need among companies for a means to disseminate vital HR information and facilitate employee engagement. Consequently, we conceptualized and designed a dynamic feed that empowered HR professionals and managers to share crucial employee-related updates and foster interaction.

To efficiently tackle this multifaceted project, I strategically organized our team into specialized sections of the app. This division allowed each subgroup to focus on their respective areas while maintaining open lines of communication to address any overlaps or dependencies. Simultaneously, we developed a design library to streamline the design process, saving valuable time and ensuring consistency across the app.

Our collaborative efforts yielded results as we delivered three distinct stages of complete wireframes before the development phase commenced. This meticulous and iterative approach not only optimized our use of limited resources but also ensured that our redesigned app would align seamlessly with the needs and expectations of our users.

This initiative unfolded against the backdrop of the ongoing pandemic, which added a layer of complexity to our research and development efforts. Undeterred by the challenges, we embarked on a journey of user-centricity, leveraging a multifaceted research approach to ensure our product's success.

Our first  achievement was the active engagement of our in-house users, who generously participated in a series of "rule of 5" studies. Their valuable insights provided a solid foundation for our design and development efforts. Beyond our internal team, we extended our collaborative efforts to include the HR teams of some of our esteemed clients, tapping into their expertise and unique perspectives.

As we rolled out the product in stages, we remained committed to a rigorous evaluative research process. At each milestone, we conducted thorough assessments, seeking to understand how our changes were resonating with users and identifying areas for improvement. What became increasingly apparent was that our iterative approach paid dividends as we gained momentum. The iterations became more streamlined and efficient, enabling us to respond to user feedback with agility and precision.

Following the initial release, we experienced a notable upsurge in user adoption, a clear testament to the positive impact of our efforts. By the close of that quarter, we had achieved an impressive 40% increase in user engagement. 

This  progress validated our commitment to enhancing the user experience and our dedication to delivering a product that truly resonated with our target audience.

As our journey with Ascentis progressed, we remained steadfast in our pursuit of excellence. With each subsequent release, we witnessed a consistent pattern of success, with the adoption rate for the mobile app consistently surging by 40% or more. This consistent growth curve was a testament to the enduring value our product provided to users and the sustained efforts of our team.

The continuous increase in adoption not only reflected the effectiveness of our iterative design and development approach but also underscored the resonance of our product in the dynamic landscape of HR and workforce management. It was a testament to our unwavering commitment to meeting and exceeding user expectations while adapting to the evolving needs of the industry.

Our journey with Ascentis was marked by consistent achievements, and the steady rise in user adoption was a source of pride and motivation for our team. It reaffirmed our belief that user-centric design and ongoing innovation were key drivers of success in the ever-evolving realm of mobile applications.

In the early months of 2020, the COVID-19 pandemic had prompted widespread business closures, and there was a scarcity of data regarding the transmission of the disease. COVID tests were not readily available, and their reliability was in question. However, one common symptom associated with COVID was a fever.

At that time, our team was in the midst of working on an update for our time clock system. It was during this period that one of our engineers proposed the idea of incorporating a temperature sensor into our time clock. Recognizing the opportunity to contribute meaningfully to a dire situation, our organization swiftly pivoted to embrace this idea.

Considering the strategic perspective, our HR app was intricately tied to people returning to work safely. Therefore, integrating a temperature sensor into the time clock held the potential to provide a secure avenue for individuals to resume work without compromising their health.

The urgency of the situation was palpable, and the clock was ticking.

We engaged in extensive conversations with employees and managers at manufacturing plants to thoroughly grasp the requirements for our clock updates. Key insights emerged:

• Speed Priority: Swift operation was paramount. Hourly workers, in particular, couldn't afford lengthy clocking-in processes; it had to take mere seconds to record their temperature.
• Touchless Interaction: In response to COVID transmission concerns via touch, we prioritized voice activation for a hands-free experience.
• Multilingual Voice Commands: Ensuring inclusivity, we fine-tuned voice commands for accuracy in both English and Spanish. Text prompts were also integrated to assist users with hearing impairments.
• Accessibility: The user interface prioritized visibility, catering to individuals with visual impairments. Text and images were designed to be easily discernible, enhancing inclusivity and usability.
• Legal Compliance: Meticulous attention was paid to the legal intricacies surrounding biometric data collection. Our aim was to ensure companies could utilize this data within the bounds of applicable laws.

These invaluable insights became the guiding stars of our time clock updates, ensuring they were tailored to meet the precise needs and concerns of employees and managers at manufacturing plants. Our commitment to inclusivity, user-friendliness, and legal compliance was at the forefront of this transformative endeavor.

Our mission was clear: improve the time clock's functionality to create a safer, more efficient clocking-in process, especially for hourly employees in manufacturing plants.

Recognizing the urgency, we designed and delivered wireframes for the following:

• Text Interfaces: We redesigned text interfaces for clarity and accessibility, ensuring all users could easily access vital information.
• Voice Interface: Concerns about COVID-19 transmission led us to prioritize a touchless voice interface, promoting safety and efficiency.
• Temperature Check Flow: We focused on streamlining the temperature check process, understanding the need for speed and precision in clocking in.

Our approach emphasized collaboration and responsiveness. We worked closely with stakeholders and the  development team, iterating designs daily to align with user feedback and needs.

The result was a significant improvement in the time clock system—a safer, more efficient, and accessible solution. In the face of challenges, our team demonstrated resilience and creativity, delivering a solution that benefited manufacturing plant employees and set a new standard for workforce management.

During the ongoing COVID-19 pandemic, conventional user testing methods faced significant challenges, especially when it came to engaging with our manufacturing clients. Conducting in-person interactions became increasingly difficult due to safety concerns.

In response, our organization demonstrated adaptability and creativity. We decided to set up prototypes within our own office spaces, allowing us to maintain some control and safety while gathering user feedback.

Testing the product on our team members was a practical choice. It showcased our commitment to delivering a user-focused solution and our team's problem-solving abilities. Our offices became makeshift testing grounds, with team members taking on the roles of testers and observers.

The insights we gained from these internal testing sessions were invaluable. They gave us a firsthand understanding of the product's performance, highlighting its strengths and areas needing improvement. With this knowledge, we adopted an iterative approach to refine the product's design.

Our iterative journey reflected our commitment to continuous improvement. Informed by our internal testing, we made strategic adjustments to ensure the product not only met but exceeded user expectations.

In the face of unforeseen challenges, our team's adaptability and resourcefulness were evident. We transformed our offices into testing environments, leveraging internal collaboration to enhance the product. This experience showcased our ability to navigate difficult circumstances while staying dedicated to delivering user-centered solutions.

In 2020, amid the COVID-19 pandemic, we launched a solution to address workforce management and employee safety challenges. The timing coincided with the pandemic's global impact, prompting us to seek practical solutions.

Our solution gained recognition as companies adapted to the changing landscape. An innovative approach resonated with industry leaders and was featured in publications like Forbes, highlighting its potential to improve workforce management and safety.

A significant milestone was Nissan's adoption of our solution across all manufacturing plants. This partnership demonstrated our product's impact on large-scale operations during challenging times.

Our journey was marked by dedication, innovation, and a user-centric approach. We aimed to make a meaningful impact, adapting to global challenges and shaping the future of workforce management and employee safety.

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