The current on-boarding process for new customers to the SaaS platform was slow, fraught with delays and errors and overall a terrible experience for customers and internal staff. Overall, a large customers could wait for several weeks to get their employees provisioned into the system.
The Product team needed to do a deep dive on how the entire System side worked from the customer’s point-of-view before exploring new opportunities for improving it. The internal workings were complex, and crossed several internal teams and processes of which little was known about.
This would required some significant time to get this understanding from the many different people, systems, processes and client configurations from teams all over the world.
After a month of research of internal on-boarding processes, I created a formal and detailed Hierarchical Task Analysis (HTA) diagram encompassing the entire System platform, from provisioning, configuration, traveler preparation, monitoring, response communications and reporting. I also ended up creating a handy list of standardized domain terms to complete this information architecture task and help the Product team understand the big picture.
Instead of only serving to be a springboard to a re-design of the whole provisioning process, this UX artifact ended up helping the Product team to quickly re-frame one critical part of the on-boarding process for an urgent product feature - how to optimize the secured HR file upload as a self-adminstered process. Without knowning all the internal processes, dependencies and order of processes, a new UX process design would have failed to capture these details and just have been based on assumptions, blindsiding the Product and technical teams and cause significant delays.
Figma
