Year
2024
My Role
Research, Interaction Design, Visual Design, Accessibility
ProService’s Admin Dashboard redesign was a pivotal project aimed at modernizing the HR experience for administrators while aligning with strategic business objectives. The redesign introduced a streamlined interface and enhanced data-driven insights, creating a foundation for future applications. The result was a user-centered solution that balanced innovation with operational efficiency.
Challenge
The existing Admin Dashboard at ProService was outdated, unintuitive, and failed to meet the evolving needs of HR administrators. Users expressed frustration with poor navigation, limited functionality, and a lack of actionable insights, hindering their ability to manage critical HR tasks efficiently.
These shortcomings not only impacted user satisfaction but also limited ProService’s ability to differentiate itself in the market and achieve its strategic goals for growth and adoption.
Solution
The primary goal of the Admin Dashboard redesign was to modernize the user experience for HR administrators while aligning with ProService’s strategic objectives. This included driving growth by increasing market adoption, enhancing customer value through improved functionality, and improving overall customer satisfaction.
The redesign introduced an intuitive interface, actionable insights, and scalable architecture, establishing a strong foundation for future product iterations.
Approach
To tackle the challenges of the Admin Dashboard redesign, a user-centered design approach was employed. This began with in-depth research, including interviews with ProService employees, subject matter experts, and HR administrators to uncover pain points and desired functionalities.
Additional insights were gathered from NPS scores, Salesforce data, and support emails to form a comprehensive understanding of user needs. Collaboration was key throughout the process, involving cross-functional teams such as product management, development, and branding to align the redesign with technical capabilities and business objectives.
Initial wireframes were created to address user priorities, with iterative improvements made to balance innovation with operational feasibility.
Outcome
The redesigned Admin Dashboard introduced a modern, streamlined interface that prioritized usability and data-driven decision-making. Key features included enhanced navigation, improved Favorites functionality, and intuitive Employee Management tools, all tailored to address user feedback.
Additionally, the redesign incorporated visual data insights, such as charts and graphs, to align with ProService’s strategic objective of offering new functionality. This solution provided administrators with a more efficient and engaging experience while laying the groundwork for future iterations based on user feedback and evolving business needs.
The original Admin Dashboard lacked the usability and functionality required to support administrators effectively, resulting in inefficiencies and user frustration. Key pain points included a cluttered interface, inconsistent navigation, and limited capabilities for critical tasks like payroll and employee management.
These shortcomings not only impeded user satisfaction but also restricted ProService's ability to achieve its business goals of driving customer adoption and creating innovative, scalable solutions. A comprehensive redesign was imperative to address these challenges and position the platform as a cornerstone of ProService’s growth strategy.
Target Audience
Primary Users
The ProService Admin Dashboard was designed to support HR administrators responsible for managing critical HR functions such as employee data, payroll, compliance, and benefits. These users rely on the dashboard to perform essential tasks efficiently and accurately in a fast-paced environment.
User Profiles
Our research identified three primary user groups:
HR Managers
Experienced professionals who oversee employee data and generate reports for executive decision-making. They need tools that provide quick access to KPIs and actionable insights to support strategic initiatives.HR Specialists
Focused on operational tasks like payroll processing, benefits administration, and onboarding. These users benefit from streamlined workflows and error-free data handling to execute repetitive tasks efficiently.Administrative Assistants
Occasional users who perform specific tasks such as retrieving employee information or submitting support requests. For these users, simplicity and intuitive navigation are paramount.
Key Characteristics
Varied Technical Proficiency: Ranges from power users familiar with advanced tools to occasional users needing a straightforward interface.
Task-Oriented Workflows: A focus on speed and accuracy to minimize downtime and prevent errors.
Diverse Needs: Requires customization options to address the unique responsibilities of each user role.
Design Considerations
Understanding the diverse needs of these users shaped every aspect of the redesign. The new dashboard should provide:
Customizable Features: Tailored views and workflows to align with individual user priorities.
Streamlined Navigation: A simplified architecture that reduces time spent searching for critical information.
Actionable Insights: Key metrics and data presented upfront to support quick decision-making.
By prioritizing the needs of these target audiences, the redesigned Admin Dashboard delivers a user-centered solution that enhances productivity and aligns with ProService’s broader business objectives.
Admin Interviews
Objective
To deeply understand the pain points, workflows, and priorities of HR administrators, I conducted a series of interviews with ProService admins. These conversations were pivotal in shaping the direction of the dashboard redesign.
Process
I interviewed 10 admins across various roles to capture a diverse range of experiences. Each session focused on uncovering user frustrations, identifying frequently used features, and exploring desired improvements. Admins were encouraged to walk me through their workflows, share specific examples of challenges, and highlight opportunities for improvement.
Key Findings
Navigation Issues
Admins struggled with finding key tools and information due to inefficient navigation. Excessive clicks and poor organization slowed down their workflows.Data Accessibility
Critical data, such as employee metrics and reports, was often buried under multiple layers, making it hard to retrieve actionable insights quickly.Customizability Lacking
The existing dashboard lacked flexibility to adapt to specific user workflows, leading to frustration among admins with diverse needs.Frequent Errors
Admins encountered recurring errors with data input and retrieval, often with no clear feedback or resolution, further hindering productivity.Task-Specific Usage
While some admins were heavy users of the dashboard for daily operations, others used it occasionally for specific tasks. This variability emphasized the need for a design that accommodates both frequent and infrequent users.
Impact on Design
These interviews provided valuable insights that directly informed the redesign. By addressing navigation inefficiencies, enhancing data accessibility, and introducing customization options, I created a dashboard that aligned with admin needs. The findings also underscored the importance of implementing robust error feedback mechanisms and simplifying workflows for both power users and occasional users.
The insights from these interviews ensured that the redesign was grounded in real user needs, balancing functionality and usability to deliver a highly effective solution.
Interview Questions
Interview Results
The interviews with ProService admins revealed critical insights into their day-to-day challenges, preferences, and aspirations for the dashboard. These findings guided the design process and helped prioritize features that would deliver the most value.
Key Themes
Frustration with Navigation
Admins consistently highlighted difficulties with navigating the existing dashboard. Common tasks, such as accessing employee data or generating reports, required excessive clicks and time, leading to frustration and inefficiency.Demand for Centralized Data
Many admins expressed the need for a more centralized view of critical information. Key metrics and insights were often buried under multiple layers, making it challenging to retrieve actionable data quickly.Customization as a Priority
The lack of flexibility in the existing interface was a recurring complaint. Admins wanted the ability to personalize their dashboards to focus on the tools and data most relevant to their roles.Error Handling Gaps
Frequent errors in data input and system processes were a significant pain point. Admins noted that these issues were compounded by insufficient feedback mechanisms, leaving them without clear solutions.Varying Use Patterns
Usage frequency varied widely among admins. Power users relied on the dashboard for daily operations, while others accessed it weekly or for specific tasks. This diversity underscored the need for a design that supported both intensive and occasional use.
Actionable Insights
These findings informed the development of a user-centered dashboard with key improvements, including:
A streamlined navigation structure to reduce clicks and save time.
Centralized access to critical data and KPIs to enhance usability.
Customization features to allow users to tailor the dashboard to their needs.
Improved error feedback mechanisms to build trust and efficiency.
The interview results provided a clear blueprint for the redesign, ensuring the final product addressed the most pressing user needs while delivering measurable value to ProService’s business objectives.
Success Metrics
To measure the effectiveness of the redesigned ProService Admin Dashboard, I established clear success metrics aligned with both user needs and business objectives. These metrics ensured the project’s impact could be objectively evaluated.
1. Increasing Market Adoption
The redesigned dashboard aimed to position ProService as a market leader in HR solutions. By delivering a modern, intuitive interface, I sought to attract new clients and strengthen ProService’s competitive advantage.
2. Adding Customer Value
My goal was to enhance the value admins derived from the dashboard by providing tools that simplified their workflows, reduced errors, and saved time. Success would be measured through positive qualitative feedback and increased usage of key features.
3. Improving Customer Satisfaction
By addressing pain points identified during user interviews, the redesign focused on boosting customer satisfaction. Metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores would be tracked to assess improvements.
Measuring Success
Post-launch, I proposed collecting data through usage analytics, customer feedback, and surveys to gauge progress against these metrics. By linking the redesign to these tangible outcomes, I ensured a strong alignment between user needs and business goals.
This wireframe represents the proposed redesign of the ProService Admin Dashboard, focused on enhancing usability, improving data accessibility, and aligning with user needs and business objectives. Below are the key sections and their purposes:
1. Header Navigation
The header provides quick access to essential navigation elements, including:
Company Selection Dropdown: Enables admins to toggle between different client companies, catering to multi-company management.
Key Links: Direct access to "Time & Attendance" and a return to the "BackOffice" portal ensures smooth transitions between systems.
User Profile: Displays the user’s initials, with a dropdown for settings or logout options, promoting personalization.
2. Quick Access Panels
Top Pages: Displays frequently accessed pages such as "Time Sheet Entry," "Employee Details," and "Payroll Summary." This section prioritizes high-usage features, reducing time spent searching for them.
Recommended Pages: Provides contextually relevant suggestions like the "Approval Dashboard" and "Employee Master Report" based on user activity, streamlining workflows.
3. Data Visualizations and Insights
This section features interactive, data-driven widgets designed to surface actionable insights:
Billed Invoices Chart: Visualizes invoice trends over time, allowing admins to compare yearly data at a glance.
Employee Count Breakdown: A pie chart highlights employee categories (e.g., full-time, part-time), offering a clear snapshot of workforce composition.
Employee Turnover Percentage: Displays trends in turnover rates, helping users identify patterns and take proactive measures.
Supervisors to Workers Ratio: Provides a quick view of workforce structure, helping users assess team scalability and efficiency.
Total PTO Bank Liability: Tracks PTO balances by department, ensuring accurate workforce planning and financial forecasting.
Total Annualized Salary: A line graph illustrating salary trends over time supports strategic budgeting decisions.
4. Feedback Section
At the bottom of the page, a feedback prompt invites users to share their thoughts on the dashboard, reinforcing a commitment to iterative improvement based on user input.
5. Footer Links
Organized links to company resources, product documentation, and support ensure users can quickly find the help they need without leaving the dashboard.
Design Rationale
This wireframe balances data-driven decision-making with user-friendly navigation, ensuring that admins can complete tasks efficiently while gaining valuable insights.
By incorporating visualizations, customizable components, and quick access panels, the design addresses the diverse needs of both power users and occasional users. These elements enhance productivity, improve user satisfaction, and support ProService's strategic business objectives of increasing customer engagement, adding value through actionable insights, and driving market adoption.
The design ensures that user needs are met while aligning with ProService’s goals of improving operational efficiency and strengthening its position as a leader in HR solutions.
The redesigned ProService Admin Dashboard delivered measurable improvements in both user satisfaction and business alignment, demonstrating the impact of a user-centered approach to solving complex design challenges.
Key Results
Streamlined Workflows: Navigation improvements reduced task completion time for HR admins, allowing them to focus on high-value activities.
Increased Data Accessibility: Key insights and metrics were surfaced through intuitive visualizations, empowering admins to make faster, data-driven decisions.
Customizable User Experience: Tailored dashboard options enhanced usability for diverse user roles, accommodating both power users and occasional users.
Brand Cohesion: Consistent integration of ProService’s visual identity reinforced credibility and trust across the platform.
Business Impact
The redesign aligned with ProService’s strategic objectives by driving customer satisfaction and increasing engagement with the platform. Early feedback from internal stakeholders and admins indicated a significant improvement in user experience, positioning ProService as a leader in HR solutions.
