Compliance on Demand
A comprehensive solution designed to help clients quickly and easily research, understand and stay abreast of wage and hour compliance developments by way of a robust search, an online community, and accessing legal counsel.
Role
Lead Designer
Activity
Conducted analysis, developed strategic solutions, and delivered final design
Impact
30% increase in engagement
Increased Client Trust and Retention
Elevated organizational authority in compliance space
Overview
Clients couldn’t find information, docs, or content they wanted
The previous tool was complicated, not only due to the a dense amount of content, but also because difficulty searching and browsing for content.
The content structure was also confusing - resulting in frustration, inefficiency, and underuse of a valuable resource.
Overwhelming and disjointed information
No clear paths to find what’s most relevant
Low trust in search and categorization
From client feedback, they felt the legacy design had confusing entry points for search and browse.
Most attempts to find relevant content resulted in dead ends
Other content surfaced on the page was generally not useful or relevant to users.
In addition to the two main entry points to browse and search, the accompanying content was random and haphazard, not having significant relevance to clients ( the toolkit option seldom resonated with goals of users )
This entry design focused on Toolkits, a terminology that had no resonance with clients and caused a great deal of confusion.
The sec0nary entry point was to search forms and document. The results were often too numerous and not filtered on a specific state - the outcome that is most useful to clients.
Approach
Addressing Usability Issues
discovery
Stakeholder Surveys and interviews - Initial survey and then Biweekly feedback from product council.
Clients wanted personalization and an easier search process
They wanted an easy way to set preferences
They hated the current experience of viewing content - many times it was only a pdf download ( they couldn’t view it inside the feature app )
Usability testing
Task based research sessions ( can users navigate search and browse easily )
We tested 3 approaches to initiate search or browse
An initial concept of toggling between search and browse was found to be confusing
The final search bar with a browse for content types test well, it was 90% sucessful with 10 participants.
Content Architecture
Information and Layout architecture - Is the current structure and layout easy to understand and interact with.
Clients found the content buckets were easy to understand.
When they initiated the search or browse action, the subsequent actions tested with 70% success ( and upon more insight all partiticapants said the pattern was easily learnable )
UX Strategy for Redesign
The goal was rebuilding this compliance portal from ground up - so we took the opportunity to start from zero.
Eliminate confusion
To create a product our clients could confidently use, we needed to address the disorganized structure of the existing content.
After a survey and analysis, we identified that all content could be categorized into nine clear buckets.
Sustainable
Build a scalable design for future updates ( stay away from complicated UX structures, keep it simple enough to easily update/modify future iterations )
We reviewed content and layout challenge in the wireframe/sketch stage to review with dev and ensure an easy hand-off and easy updates.
Add clarity
Create clear content hierarchies and easy to understand descriptions of content types.
All content types accessible on landing page - with descriptions
After browse or search, user can select or deselect content types
focus on relevant information
Show customized content that is important to the client:
Articles in My News is based on client preferences.
Client can manage their preferences an also select tags on from content pages.
Adding important content updates is easy via the content calendar.
Search Strategy
Only show result relevant to Location
Users expect search results to reflect the regions and states pertinent to them. Their prefered states would filter results across any search.
Easily filter Content types
Users need to search across various content types (e.g., Updates, Whitepaers, Policies, etc). Content types can be selected after initiating a search.
Results
Easy entry points for Search and Browse.
Based on metrics and user testing clients two main goals are search and browse. Search rated higher as a goal - it’s showcased at the top of the page.
For browsing, we present detailed descriptions of the content types.
Easy to refine Search Results.
Users can refine searches easily by selecting content types or location.
Additional features allow clients to add favorites, schedule updates for specific issues, and link to related content for improved workflow efficiency.
Viewing Content.
Along with reviewing selected information, users can review related content.
Clients can customize their experience by selecting tags they are interesting in.
“The convenience of having one source that covers federal, state and local jurisdictions is a huge timesaver.”