Degreed - Business Rules Builder Case Study
Tools Used: Figma, FigJam, Maze and Dovetail
Introduction
Admin users at Degreed needed an efficient way to apply bulk actions while setting up and managing their organizations. Previously, we had an internal tool for managing these tasks, but it consumed significant time and resources from our customer service representatives. To empower our admin users and reduce the time spent on managing client requests, we decided to explore solutions that would allow users to handle these actions independently, freeing up our team to focus on higher-priority tasks.
Goals
Reduced time spent on these specific client requests
Enable admin users to complete these actions by themselves
Learn more about what other actions admin users were doing to get their organizations setup and running as efficiently as possible.
Research
To ensure our solution met the needs of admin users, we began by conducting user interviews and surveys to understand their pain points and workflows. We also analyzed usage data to identify common tasks that required customer service support and benchmarked our solution against industry best practices. Collaborating with customer service representatives, we pinpointed tasks that could be safely transferred to admins. The research highlighted the need for a user-friendly interface for efficient bulk actions, guiding our design and development to empower admins and reduce reliance on technical support.
Brainstorming
With a clear understanding of our admin users' needs, we began brainstorming ideas to address the challenges identified in our research. A cross-functional team of product designers, developers, customer service reps, and product managers collaborated to explore diverse perspectives. We focused on simplifying bulk actions, empowering admins with minimal support, and ensuring ease of use. Key ideas included a dedicated bulk actions dashboard and customizable workflows. We prioritized impactful, low-complexity solutions, ultimately narrowing down to a few strong concepts ready for wireframing and prototyping.
Design Process
With research insights and brainstorming ideas in hand, we moved into the design phase, focusing on creating a user-friendly interface for admins. We started with low-fidelity wireframes to map out key user flows, ensuring tasks could be completed efficiently. Next, we developed high-fidelity prototypes, incorporating visual design elements and interactive features. These prototypes allowed us to simulate user interactions, gather feedback, and refine the design for optimal usability.
User Testing and Iteration
To validate our designs, we conducted usability testing with a group of admin users. The testing sessions provided valuable insights into how users interacted with the new interface and helped us identify any areas where they encountered confusion or difficulty.
Based on the feedback, we made several iterations to improve the overall experience. For instance, we added tooltips and in-line help text to guide users through more complex actions and redesigned certain elements to enhance clarity and accessibility.
Development
Throughout the design process, we worked closely with the development team to ensure that our designs were technically feasible and could be implemented smoothly. We held regular design reviews and maintained open communication to address any technical constraints or adjustments needed for a seamless handoff.
By the end of the design process, we had a fully-realized, user-centered interface that was ready for implementation. The final design not only met our initial goals of empowering admin users and reducing support requests but also enhanced the overall user experience on the Degreed platform.