Redefining contractor hiring experience
As part of HR Transformation in a global telecom company, new systems were being launched and colleagues had to quickly adopt and adapt to change. With a promise ‘to deliver the best for our colleagues’, the client wanted to test the usability of out of the box solutions and configure them to best suit the needs of colleagues.
The challenge was to assess the usability of SAP Fieldglass to see how it works for managers who hire and contractors who are hired, understand any critical issues in contractor hiring process and make recommendations on how to improve the experience for all users.
The process
What we did
A heuristic evaluation was performed on the SAP Fieldglass interface. It is a method for identifying and evaluating usability problems in a system so that they can be resolved as part of an iterative design process.
How was it done?
Examining the interface and judging its compliance against a set of ten universally accepted principles called ‘heuristics’.
For each problem we identify on a page, we assign a severity rating from 0-4, 0 being the lowest and 4 being the highest criticality, in order to quantify our findings.
19 usability issues spotted.
5 major problems that need to be addressed on high priority.
An accessibility audit is a design and UX inspection method for computer software that helps to identify problems for users with sensory, motor or neurological impairments in a user experience.
We conducted our audit based on:
1.automated tools
2. assistive technology
3. manual assessment
The accessibility guidance for all applications in client organisation is to pass WCAG 2.1 AA Level.
Tools used:
Chrome Developer Accessibility Audit
Accessibility Insights.io
WAVE Chrome extension
Colorblindly Chrome extension
Mac OS VoiceOver
Keyboard
Findings from the accessibility audit:
1. Large sections of important text situated in grids are missed by the native VoiceOver accessibility tools.
2. Poor alt text tags.
3. Positive status tones whilst using the VoiceOver function allow visually impaired users to recognise pending actions.
4. Hidden content was often blocked for keyboard users.
5. Certain components have not been optimised for accessibility tools globally across the design.
25 issues of non compliance.
8 positive accessibility instances.
“Why do we need to do usability testing? Shouldn't UATs suffice?” These are questions we often get asked.
To hear the pain points of actual end users of SAP Fieldglass, we needed to conduct usability testing. The insights derived would help us configure SAP Fieldglass for web and SAP Fieldglass mobile apps- Manager Hub and TimeEntry- as optimised as possible and fit to the needs of real users.
We conducted remote moderated usability testing using MS Teams.
Affinity mapping interview insights and usability test findings enabled to gather the most common themes for hiring managers and contractors. All the interview insights were recorded on Mural boards and affinity mapping done as a team activity.
Problem statements were defined for both the personas - hiring manager and contractor.
We currently find the hiring and onboarding process for contractors very time consuming resulting in contractors not being able to work from their start-dates, affecting the resources and delivery times for projects.
How might we reduce friction and increase clarity across the journey of recruiting and managing contractors.
So that hiring managers can spend their time where they actually need it- managing their teams.
An Ideation workshop was conducted involving business stakeholders, hiring managers and few contractors to gather perspectives and inputs on how they envision the interface to be and what they’d like to see.
Dot voting helped to identify the top ideas/features that users wanted to see on the interface.
Based on insights from ideation workshop the UX Designers crafted high fidelity designs based on SAP Fiori design system.
The high fidelity designs were mocked up as a prototype and went to another round of usability testing with contractors and managers. The findings from testing was presented to BT stakeholders and used for prioritising engineering efforts.
Key highlights of the project
• The purchase and onboading decisions were already made in the enterprise. Yet, with the evidence from usability studies and reviews helped in convincing the client about how steep the learning curve is, for end users and the need to make customisations.
• Inviting business stakeholders to usability tests allows them to see for themselves how difficult it is for end users to navigate the interface and get tasks done. Collaboration helps immensely.
• The research report was shared with SAP product team to help move the needle on engineering conversations.