Covr People Management

Covr is a labor management tool built for the long term care nursing industry.

The people management tool is used by admin users in Covr to manage their employees and contingent staff. Covr's stake holders were looking to revamp the people management as there were several large UX issues. The largest being that admin users are unable to manage other admins. All changes must be handled by Covr's internal team.

Due to technical constraints this project could only be released on desktop.

GOAL

Give admins more control over their people management, increase the number of successful logins, and reduce customer support tickets related to people management.

MY ROLE

I assumed all research and design responsibilities. I coordinated on writing the acceptance criteria with our BA Svitlana.

DURATION

2 Months

When the new changes were finally implemented the number of successful logins increased by 30% and the number of support tickets decreased by 25%

Discovery

In order to get a full understanding of the problem I met with our customer support team, read support tickets, and talked with users. Here are some of high impact issues we found.

Lack Of Admin Control

Admins can't manage other admins and they can't differentiate between employee and agency types

No Bulk Invitation

Admins were frustrated because they are unable to invite their entire organization to join Covr all at once

No Duplicate Redundancy

Duplicate accounts were a common occurrence that caused major head aches for admins trying to manage their staff

Low Employee Sign On Rate

When admins invited their employees to join Covr they often found the process difficult and gave up early on

Design

During the design process I experimented with a couple of different directions and worked internally to refine my thoughts. Here are a few of the concepts.  

User Segmentation

Since there are three distinct user types in Covr I decided to separate them in different tabs. This gives clarity to the admin who is trying to manage their ever shifting workforce.

Ability To Send Bulk Invitations

It seemed logical for the bulk invitation workflow to take place on the main table. You are able to select all eligible users at once and invite them in one click. Pretty nifty.

Duplicate Warning

In order to reduce the amount of duplicate profiles I added an alert logic during the profile creation process. If we can cross reference name, email, or number info and alert them before the profile is created.

Employee Email Invitation

When employees were added they had to copy and paste a temporary password in order to create their account. This workflow proved tricky and tedious for our users. I opted to bypass this step and triggered the signing up process by clicking one button.

Testing

Because the sheer amount of workflows testing was split between end users and the internal team. We were able to get great feed back from our clients when reviewing the direction and changes to people management. Here are some of the key insights we gleaned.  

Email Invitation Language Unclear

Several users expressed confusion with the email's language. We altered it based on their feedback

Calling Out Duplicates For Archived Profiles

After chatting with the team we realized we had forgotten to add duplicate alerts for archived profiles

Bulk Invite Confusion

We initially removed profiles without emails from the table when bulk inviting. This caused confusion for several users. Now we keep the profile visible but describe why it cannot be invited.

Solution

After testing we refined our designs and began to prepare for handoff. Here are a few highlights.  

Segment User Types

Now admins can clearly distinguish between their employees and contingent staff. Also we included an admin tab for admins with "super admin" access can add, edit, or remove other admin profiles without Covr support.

Replacing Temporary Password

Copying and pasting a temporary password proved quite difficult for our users. One clear CTA improved their success rate.

Allow Bulk Invite

Covr's stake holders were looking to revamp the people management as there were large ux/security issues. This initiative was the first in a series of large initiatives to update the Covr platforms user interface and experience.

Ability To Merge Duplicate Accounts

Covr's stake holders were looking to revamp the people management as there were large ux/security issues. This initiative was the first in a series of large initiatives to update the Covr platforms user interface and experience.

Duplicate Alert

In order to avoid duplicates admins are alerted when they try to create an account that has matching information.

New Profile Layout

Created a clear layout by chunking related information for ease of use.

Outro

This initiative was largely a success. We made drastic improvements that improved our client's and internal team's experience and met our goals. None of this would have been possible without Covr's great product development team.

Take Aways

Due to technical constraints we were unable to regularly release improvements to the people management. Because the scope of the project was so large and self contained it was easy for the scope to creep. The smaller the release is the less issues you will have.

Because this project was so large it really came in handy when I had detailed documentation. As the project went on and I became busier my documentation efforts got put to the side and I regret it. It's not glamorous but keeping good documentation seems to separate the good designers from the great designers.