Catherine Hicks
User Experience and Product Design Professional

TriNet

TriNet is a professional employer organization headquartered in San Leandro, California. It provides HR outsourcing services, including payroll, health benefits, and human capital management for small business owners

Role & Project Summary

  • Terminations - Additional Information

  • How someone terminating an employee can communicate additional information with TriNet
  • When sending in terminations to be processed, there needed to be a spot in the UI to address additional information that the user may need to pass on that they were unable to in the form.
  • A streamlined process for adding additional information into the platform when filing a termination
  • User can pass along any relevant information about the termination of an employee right alongside all the required data

Project Constraints

  • The general layout for terminations was there, it was just not optimized. Working on making the flow more consistent and clear allowed us to make this work better for the end users

  • Users need a way to add additional information to a terminations request, however we do not want to make it too prominent as they often add things that are handled in other places in the uI
  • We believe that while having a section for additional information is important, making it less obvious will reduce the workload on the CSRs while still getting all the information needed for a termination to be processed
  • Keeping the field but reducing its visibility, along with enhancing the overall usability of the terminations flow, will hopefully address the lessened need for this field to be used

Terminations - Additional Information

Wireframes

Example

At the beginning of my design process I created wireframes for testing purposes.

Guiding Questions

  • Why was it useful to do this?
  • What kind of wireframes did you make?
  • Low fidelity or high fidelity?
  • What tool did you use for this?
  • Did you use them for testing?
  • How many iterations did you have?

Terminations - Additional Information

Wireframes

Example

At the beginning of my design process I created wireframes for testing purposes.

Guiding Questions

  • Why was it useful to do this?
  • What kind of wireframes did you make?
  • Low fidelity or high fidelity?
  • What tool did you use for this?
  • Did you use them for testing?
  • How many iterations did you have?

Terminations - Additional Information

Wireframes

Example

At the beginning of my design process I created wireframes for testing purposes.

Guiding Questions

  • Why was it useful to do this?
  • What kind of wireframes did you make?
  • Low fidelity or high fidelity?
  • What tool did you use for this?
  • Did you use them for testing?
  • How many iterations did you have?

Terminations - Additional Information

Wireframes

Example

At the beginning of my design process I created wireframes for testing purposes.

Guiding Questions

  • Why was it useful to do this?
  • What kind of wireframes did you make?
  • Low fidelity or high fidelity?
  • What tool did you use for this?
  • Did you use them for testing?
  • How many iterations did you have?

Terminations - Additional Information

Wireframes

Example

At the beginning of my design process I created wireframes for testing purposes.

Guiding Questions

  • Why was it useful to do this?
  • What kind of wireframes did you make?
  • Low fidelity or high fidelity?
  • What tool did you use for this?
  • Did you use them for testing?
  • How many iterations did you have?

Terminations - Additional Information

Wireframes

Example

At the beginning of my design process I created wireframes for testing purposes.

Guiding Questions

  • Why was it useful to do this?
  • What kind of wireframes did you make?
  • Low fidelity or high fidelity?
  • What tool did you use for this?
  • Did you use them for testing?
  • How many iterations did you have?

Terminations - Additional Information

Wireframes

Example

At the beginning of my design process I created wireframes for testing purposes.

Guiding Questions

  • Why was it useful to do this?
  • What kind of wireframes did you make?
  • Low fidelity or high fidelity?
  • What tool did you use for this?
  • Did you use them for testing?
  • How many iterations did you have?

Terminations - Additional Information

Wireframes

Example

At the beginning of my design process I created wireframes for testing purposes.

Guiding Questions

  • Why was it useful to do this?
  • What kind of wireframes did you make?
  • Low fidelity or high fidelity?
  • What tool did you use for this?
  • Did you use them for testing?
  • How many iterations did you have?

Terminations - Additional Information

Wireframes

Example

At the beginning of my design process I created wireframes for testing purposes.

Guiding Questions

  • Why was it useful to do this?
  • What kind of wireframes did you make?
  • Low fidelity or high fidelity?
  • What tool did you use for this?
  • Did you use them for testing?
  • How many iterations did you have?

Terminations - Additional Information

Wireframes

Example

At the beginning of my design process I created wireframes for testing purposes.

Guiding Questions

  • Why was it useful to do this?
  • What kind of wireframes did you make?
  • Low fidelity or high fidelity?
  • What tool did you use for this?
  • Did you use them for testing?
  • How many iterations did you have?

Summary

The additional information field is still present, but a little harder to get to. Alongside additional terminations enhancement this field should be use less because more details are gathered at the UI level

Hiding the additional information field behind a toggle or a button, along with increasing the overall usability of the terminations process, would over time reduce the use of this field, which has to be manually handled by a CSR

While working from this assumption with my designs, I did not stay long enough in the role to see them implemented and see what the long term effects were of the process

How to make this field still be present while not as prominent - and when to make this happen since we knew there was holes in the UI that made this field somewhat required by users that we were addressing as we built enhancements

We explored both putting this behind a button and a toggle and keeping it in the same general place to keep it somewhat consistent with the current user's experience.

Along with the product owner we also determined what features should be launched before this piece was implemented as to avoid bad user experience