The project started with a series of stakeholder interviews and a review of customer feedback to understand perspectives of the current design and pain points to resolve. Through these meetings we defined the overarching goals of the redesign as being centered on employee needs as they try to accomplish 4 Jobs-to-be Done. We also outlined a series of design principles to follow, such as a mobile first experience and meeting accessibility standards.

Our team reviewed previously defined user paths and identified UX errors that appeared in the process. We used two sets of heuristic standards to analyze where the product was going wrong (or right). Each error was assigned to the appropriate category, received a priority score, and its description was supplemented with recommendations for correcting it. We also reviewed onboarding materials given to employees that introduce them to the EAP. Upon completion, we presented the findings to WPO and Amazon, further clarifying our understanding of UX issues and creating a set of requirements for the redesign.

After making the decision to redesign from the ground up, we created a fully interactive prototype with real CMS data in Webflow. We chose Webflow because it is a full fledged content management system that can realistically model interactions with complex and varied content. 

We also used Figma to design parts of the experience that needed to be customized beyond Webflow’s capabilities. Within 4 weeks, we had a functional prototype ready for testing.

To ensure the design met usability standards of effectiveness, efficiency, and satisfaction (ISO9421), we recruited and interviewed 10 people that represented different end-user personas. The testing protocol included all key tasks members must perform to meet their objectives (Jobs-to-be Done). For each task we explored what was easy, what was difficult, and where the experience could be improved. The deliverable was a set of recommended changes to the design.

During the usability testing, we also conducted the analytics audit. We reviewed both Posthog and GA4 implementations, identifying current KPIs and gaps in the ability to measure the member experience. We built a list of recommendations for events to measure and new metrics that would offer much more insight, and then held several meetings to determine which mattered most to the organization and why. The audit concluded with an implementation plan and a playbook for how to set up the new metrics.

Based on the usability test findings, we made a series of changes to the design in iterative stages, presenting each to both WPO internal and Amazon stakeholders. We achieved final approval within 3 weeks, at which point we then converted the design into detailed product requirements for the development team.

Rill Insights successfully completed the project on schedule and within budget. A key achievement was ensuring Amazon customer satisfaction. Furthermore, Workplace Options now benefits from a new global template, set to enhance the experience for 80 million employees worldwide. The integration of new analytics provides clearer measurement capabilities, enabling a continuous improvement in the delivery of employee benefits.