ESS screenshot of hi-fi

Overview

StoreForce was looking to update the user interface of their Employee Self-Service (ESS) application that is primarily used by over 230,000 retail employees. This project focused on the first redesign of the ESS app since its initial launch 9 years ago.

Role
UX Designer
Team
1 UX Designer, 1 Product Manager, 3 Developers, 1 QA Associate
Tools
Figma, Zoom, Pen & Paper

The Problem 🥲

How might we increase employee engagement across the ESS application?
‍
The UI of the application was outdated, and as a result, employees refrained from using the app and would perform activities that could be done in the app in-person.

The Solution ✨

Help employees navigate the application more seamlessly by improving the overall information architecture of the legacy app.

Research

Existing Interface
old ess
old ess
User Interviews
With the help of the Customer Success Team,interviews were conducted that consisted of retail and head office employees remotely via Zoom.
Co-design Sessions
With the help of the Services Team, I led a co-design session where we identified current user pain points.
Information Architecture Audit
An audit was conducted on each component of the app to identify areas for improvement.
Past Sales/Demo Calls
I was given access to previous sales calls conducted by Account Executives to gain feedback from past sales leads.
Stakeholder Meetings
I met with product and development teams to understand technical constraints and meet deadlines set by the product roadmap.

Key Takeaways

Through a thematic analysis, the following insights were found:
1. ON THE GO
The application was used 93% of the time on mobile.
2. NON-DIGESTIBLE
Lack of hierarchy throughout the application's content, making it difficult for users to digest information.
3. LEGACY SYSTEM
The app's UI wasn't updated since its launch in 2019, so a small change in flows would heavily impact users.
4. FRONT-END ONLY
The redesign was limited to front-end changes due to technical and time constraints.

Goals

Improve overall UI with limited changes on the backend due to resource constraints.
1. Accessibility first
Create a design system that complies with WCAG standards.
2. Improve information architecture
Improve wayfinding of application through application of IA principles.
3. Make it interactive
Make interactive buttons clearer to indicate actions that can be taken.

Sketches

Design System

A new design system was established that adhered to accessibility standards.
colours for design system handoff of 17 ess components to developers

The Final Product

Results

We saw a boost in app rating from 1.7 stars to 4.3 stars in the Apple store. Clients were happy with the updated UI and employees discovered the capabilities of the ESS app.

Reflection

Be confident
I was assigned this task after a month of joining the company and this was my first official UX position. I was doubting myself a lot because I felt like I didn't receive adequate training, but the full-time UX designer left, so I was sole UX designer at the company.

I'm really happy that I was able to work on such an impactful project. As I continue to learn as I work as a UX designer, I feel much more confident about my capabilities.
UX needs more influence on business strategy
I think it's really important for UX folks to be given a seat at the decision-making table. We're often mistakened as people who just design pretty things, but I'd like to believe that I should design things that solve user problems, resulting in higher profit margins. I value the strategy behind UX and I wish I was able to use my research to influence the product roadmap at a higher level.

More Projects

Redesigning StoreForce's legacy ESS application

Mobile | UX Design | Redesign
GreenShield image

Reimagining the EAP Experience

Service Design

Work with Me

made with hopes and dreams✨