HR and Workforce Management
WorkStep is a B2B platform with a suite of workforce management products. WorkStep tapped Neuron to redesign their RETAIN product, which provides companies with tools to engage and better understand their hourly workforce at scale. The new design provides managers with a glanceable high-level view, while also making it easy to drill down to the problem areas within an organization based around a new smart alert logic.
WEB APP PRODUCT DESIGN:
WorkStep’s users aren’t experienced in using analytics tools and are only logging into the platform once every week or two, so one of the overarching UX principles was simplicity. The tool needed to translate a huge volume of complex survey data into a digestible and usable format without requiring the user to spend the time slicing the data by different dimensions just to understand it. Our goal was to understand what those takeaways should be, and serve them to the user as actionable insights.
Improved information architecture
Our first priority was to establish a global navigation for the WorkStep product suite, as many customers subscribe to multiple products and previously there was no easy way to navigate between them.
Designing for a range of user types
When designing for a range of different user types, understanding what information is important for each level of user is key. Neuron brought that to the surface by displaying different levels of data for different users. For example, prioritizing the big picture for executives, while displaying a more detailed view for a data analyst.
We also designed a scalable UI framework that could be used for the full range of permission levels within a customer’s company, with 1, 2, or 3 hierarchical tiers.
Designing for a range of customer maturities
Data for the platform comes from employee surveys over time and one challenge we faced was when there were low data levels due to the varying levels of customer maturities. To overcome the low-data and no-data states
Neuron provided new users with some value until their own data reached statistically significant levels (which could be 90 days in some cases). This included showing industry and company averages if available and a projected range of results when only partial data was available.
Intelligently prioritizing the most critical feedback
Many customers are collecting survey responses from thousands of workers each month, which would be an overwhelming number of comments to sift through manually. WorkStep uses AI to automatically flag comments that require attention by scanning for terms related to safety, harassment, discrimination, and more.
These alerts are pulled out from the pile for managers to triage. Managers can reply to an employee’s comment, assign it to the right team member to handle, and submit a description of how the issue was resolved.
Engaging a workforce at scale
Delivered to the employees at key employment milestones and in their preferred language, personalized surveys collect structured, open, and anonymized feedback.
Our team reworked the survey experience end-to-end to be more mobile-friendly, reduce friction, encourage completion, and build trust.
Real-time feedback, insights, and suggestions
Managers are empowered to make informed decisions based on survey results by tracking the satisfaction of their workforce over time and identifying challenge areas before they impact the business.
By reimagining the design of the ‘Retain’ product, we were able to help WorkStep automate the process of reporting employee retention, sentiment, and actionable indicators across locations and departments. Automating this allowed WorkStep to scale the business nearly 400% in one year. Not only did it alleviate their team of the need to generate manual reports, but also provided their customers with insights in real-time.