Branch Office Visits

Overview

From August 2019 to October 2019, the UX Team was given the opportunity to speak with Robert Half Staffing Professionals about their use of the CONNECT platform. Through a series of interviews with Staffing Professionals from a variety of lines of business, locations and positions, the team was able to learn how users are interacting with the pages, the CONNECT platform and each other. The team gained valuable insight into communication strategies, workflows and daily tasks for Staffing Professionals. These findings will help inform future improvements to the experience on CONNECT. Our goal was to learn about current CONNECT users, their environment, and establish ourselves as UX professionals for the field through observation, interviews, and measure success of current improvements to the platform. Interview and test Staffing Professionals on overall use of CONNECT and its assets to improve the efficiency and experience of the platform.

Role

As a User Experience Designer/Architect, I and other colleagues facilitated and documented qualitative responses throughout the user interviews and user testing prototypes.

Interview and User testing questions

branch offices

The Internal UX Team learned from interviewing participants in a 3-week period of time from August to October 2019 at the following on-site locations: Las Vegas, NV, Seattle, WA, Columbus, OH, Boston, MA and Addison, TX.

Usability Testing Results: CONNECT Search

Some users find it difficult to find what they are looking for, some users mentioned they must be specific with their search term. Majority did not notice and did not interact with tabs. Majority overlooked the right side of the page and associated with ads. Some are in favor of the search history functionality.

Usability Testing Findings: My Links Feature

Some users noticed you can add, edit and filter shortcuts and favorites all in one place. Majority of users said the design looked aesthetically cleaner and more efficient use of space. Allowing more space for important things to read and promote. Majority of users suggested to combine shortcuts and favorites. Some expected a communication email or notification about the change. Suggested using WalkMe to show how to use the new tool. Majority find it very useful, “Yeah I like that. Oh on every page. Nice!” Majority said yes that the name “My links”, that it was clear for users to understand the meaning.

outcome

The UX Team learned that Staffing Professionals use CONNECT differently. We found that the lead admin role uses CONNECT more frequently than most other Staffing Professionals. This helps bridge the gap for other Staffing Professional needs and their time constraints.

Findings

CONNECT Platform

1. Majority of users didn’t know about the Help & Feedback feature. The UX Team educated them on how to use the feedback flag.

2. Majority of participants use shortcuts, did not know about managing shortcuts and the majority didn’t add favorites. They saved favorites in their Chrome taskbar.

3. Users voiced their concern with Search and expressed that they usually reach out to someone if they need something quickly instead of performing a search.

4. Mega Menu use was predominantly Brands & Services and Employee Focus.

5. Learning- BYS for referencing resources.

Staffing Professionals/Branch Office Observation

1. Majority of people are in Salesforce all day.

2. LinkedIn RPS (Recruiter Professional Services) is very useful.

3. Branch environment quiet in the morning and is a bit louder in the afternoon.