Rogers Communications Inc. is the largest Canadian communications and media company operating primarily in the fields of wireless communications, cable television, telephony and Internet. With over 20,000 employees, Rogers places emphasis on training their service employees for success including field ops, wireless department, cable service, and more.
Training facilitators at Rogers has deep knowledge of the business with the ability to measure and assess staff training needs. The department needed a way to identify the performance of a facilitator and the impact of a training curricula. Our team was tasked to create a new tool from the ground up focusing on addressing their current pain points to increase efficiency in their workflow.
We interviewed the facilitation team and worked with them to understand their current workflows. Important insights revealed on how they currently manage performance success and measuring curriculum objectives. Their current workflow for this requires manual inputs of spreadsheets, documents, and forms. Maintaining reports and measuring success of a curricula has also been a strenuous process. We also discovered several important personas to consider in the design including administrators, manager types, reviewers, and facilitators.
Insights discovered with the biggest pain points were the administrators, making them an important persona to design for as they focusing on accessing and maintaining each component, managing users, and pulling sensitive reports.
The application involves several tasks that are driven by user decisions. User flows were created to allow us to examine and understand each task. It also helped the developers understand how the system interacts with user behaviours which were involved early in the process to determine limitations and implementation needs.
Low fidelity sketches and notes were created during whiteboard sessions and also by using collaborative tools like Realtimeboard. I created wireframes based on the research insights to determine interaction patterns and to visualize the user behaviours. Many interations were made with stakeholder feedback to make sure the tool is adressing the main needs.
An interactive mid-fidelity prototype was created to collaborate with project stakeholders. Helping the business understand and the application more clearly. The prototype was also used to assist in presentations with business leadership and eventually fine tuned and used for prototype usability test.
After creating a test plan, we were able to conduct usability tests with the end users. Participants are provided with a tablet or a laptop and observed while being asked to use the application. As I facilitated the session, it was also being video recorded to later assess and review. Usability issues were revealed along with invalidating certain workflow efficiencies within the process.
Working with the Rogers brand guidelines, I then identified the color, fonts, photography and tone for the visuals. Graphs and charts were added to visualize on information and place emphasis on critical data. Working closely with the in-house development team, design interations were made to accommodate project scope, budget, and timelines.
Further iterations and testing continued as new insights and features are added to the product.