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Amazon 2022

Crafting interactive onboarding tour for managers

During my 2022 internship at Amazon Global Talent Management and Compensation (GTMC) team, I designed from 0-1 an efficient onboarding system for internal promotion products for 130k+ managers.

I have worked with a team of 2 PMs, 1 UX writer, and 1 UX researcher to host regular meetings to ensure business needs were met. I have also conducted interviews independently, create more than 200+ high-fid screens, crafted user journey and present my design to higher level designer teams.

At the end of the internship, I have designed flexible component/pattern that could be used in other GTMC products.

Time

Jun 2022 - July 2022

Team

UX Writer (Angela)
UX research (Rezvan)
PM (Jake & Jodi)
Mentor (Rebekah)

Tools

Figma
Miro
Quip

My role

User flows
Thematic analysis
Functional prototypes
User testing
Design system

My role

Designing from 0-1, work with cross-functional members

I led the end-to-end design of the onboarding experience during my internship, from ideation to presenting to senior management. I collaborated with a Researcher, UX Writer, and Product Managers, aligning progress through weekly meetings.

The challenge

Managers took too long to promote their employees

In 2022, employee dissatisfaction reached 65%. A subsequent study found that this was due to new managers taking longer to promote their employees, leading to dissatisfaction. Hence our goal is to ensure that managers learn the process faster such that they can promote employees when they are ready.

The solution

Onboard managers with interactive tour and key guidance

I designed an interactive tour guiding managers through the entire promotion process, from selecting timing to evaluating employees. Additionally, I created a help button that provides further explanations for clarity when needed.

Feature 1

➀ Promotion process in a glance

A clear navigation bar on the left synthesizes the important steps in the promotion process. The timeline overview helps managers understand the important milestone

Feature 2

➁ In-product tool tips for confusing termonologies

Aim to tackle the problem with confusing tech terms. Having a pop-up in the tour allows the managers to understand the term's meanings.

Feature 3

➂ Try it yourself to get familiar

Allows managers to explore and get themselves familiar with the functionalities of the tools themselves.

Kick off

Understand the promotion tool first

I began by understanding the project space—Promote, an internal tool for over 130k Amazon managers to gather feedback, write evaluations, and submit promotion requests.

Research

Early insights from the 8 contextual interviews

To understand why the promotion process was slow, I needed to identify user pain points. I partnered with a UX researcher to create an interview script for contextual interviews with 8 managers who had no promotion experience. We asked them to navigate the tool and share what was missing. Key insights include:

Key insights

User feedback and key inputs

After the research, we have concluded there are 2 main pressing issues that the managers are facing. Here are the specifics for each one.

01 Ambiguities in the overall promotion process

When the managers are trying to fill the rocuments, they have no idea when, what, and how to promote their employees.

02 Use of terminologies creates confusion

Managers might not understand some of the terms in promote used by HR when it comes to the promotion process.

Ideation

Finding ideas in comparative analysis

Hence, I have started off with competitive analysis to not only get inspiration, but also determine the common tips that can help users onboard, such as providing a tooltip and having video tutorials.

Blocker

Long-term or shorter solution?

As I am brainstorming, I have a huge blocker. For the key problems identified, there can be a short-term fix and long-term solutions. To decide which one is the right direction, I was confused.

Blocker

Finding solutions through Feature prioritization

As I am brainstorming, I have a huge blocker. For the key problems identified, there can be a short-term fix and long-term solutions. To decide which one is the right direction, I was confused.

Step 1

individual Efforts-value charts

I have asked PMs to put each of the features into the effort-value charts. In such a way I can get a sense of what feature should be prioritized.

Step 2

Compare and group

Then, I have organized all the feedbacks into a compiled matrix. Here, I will be choosing features from higher efforts and high customer values.

Design direction

The interactive tour and product tooltips

I will be designing an interactive tour and in-product tooltips to show managers the promotion process and provide additional help.

01 Nav bar and timeline

The tour walks the users through the high-level promotion process. Key features include a simple timeline and navigation.

02 Textual Pop-ups

The tour also includes pop-overs that captures the key points of tasks, clearing any potential confusing words.

03 Try it yourself

I have also decided to give managers themselves an opportunity to do a mock promotion process.

04 Tool tips

Considering managers might need to search a word while doing the promotion, I have decided to put a show tooltips interactive mode.

Design

Initial design

After I had determined the direction, I immediately jump to high fidelity. Since Amazon GTMC has their own design system (Stencil), I just leveraged their assets as the base for my initial design.

Iteration

An adjustments to navigation and flow

After finishing the first design, I have set up meetings my managers and mentors to gain feedbacks. There has been some issues with confusing navigation bars. Hence, In iteration 1, I have adjusted the navigation bar.

Iteration 2

Personality and tone adjustments

In addition, I have set up meetings with the creative director and UX writers to gain some of their insights on the dashboard, loading screens and etc. Beside from the minor removal and adjustments to colors, they have recommended me to add in more personality into the products.

Retrospective

My key learnings

#1 Each person has valuable knowledge to offer

I worked with a user researcher and learned how to ask better questions. I also learned from the design team how to use UX best practices to improve the usability and understandability of the tools. Each person plays an essential role and has a bundle of knowledge to offer, so it's important to always be curious.

#2 make informed design decision

Design choices must be backed up by reason, and every choice you make should be deliberate. Good UX design stems from empathizing with the user, so it is extremely important to do research before you have your design. In this project, I have used data and analytics to better understand the user. They support why I made a design choice.