Building a feedback system for 40,000+ people.

The process for employees to provide and request feedback, related to engagement work, was cumbersome and disconnected from the mental model of the employees using it. People felt confused about how/why they would want to provide/request feedback and unable to articulate the effect it had on their career.

Hypothesis: by interviewing and understanding how employees thought about providing feedback, and what they needed from the process, we could develop a system that made the process easier but also made users feel better about understanding how to use the information as well as it's impact on their career.

Our challenge: create a feedback service that prodived the right support and instruction so employees could more confidently ask for, or provide, feedback within the circle of people they work with. We needed to understand the way employees felt about the process and document how the expected to use feedback to improve their performance and manage their career.

We then documented the various jobs and used job stories to capture the interactions and tasks that would need to be supported by the system to meet end user needs.

A job solution architecture, and OOUX nav flow, were used to highlight the flow of information and relationships between the tasks. This also helped inform how a person would move through the system, between the different software environments involved.

These artifacts were used to inform the objects we would recommend be in place within the system. We worked alongside the delveopers to decide which design patterns, from the SAP design system, suited the recommended solutions. This eventually informed the final UI and interactions.