UXR Case Study: Process Intelligence
Summary
š¼ At Macadamian Technologies, I was tasked with mapping out the complex hiring and employee lifecycle process. Using UX research, I developed a journey map that clarified inefficiencies and provided actionable insights, balancing operational needs with a human-centered approach.
Key Insights
š Challenge
Macadamian faced financial losses and sought a better understanding of their hiring and employee management process. They needed clarity without micromanaging or disrupting company culture.
š” Solution
I created a comprehensive journey map, capturing the entire employee lifecycle from hiring to offboarding, highlighting inefficiencies and opportunities for improvement.
š Impact
The journey map offered Macadamian a clearer understanding of their processes, supporting strategic decisions and reinforcing their commitment to a human-centered organizational approach.
Design Process
1ļøā£ Building the Foundation
Gathered existing maps and used tools like Dovetail and Miro to set up a research framework.
2ļøā£ Interviews and Data Organization
Conducted in-depth interviews and organized data, identifying pain points and visualizing connections.
3ļøā£ Journey Mapping
Created a detailed map of the employee experience, from initial sales discussions to offboarding, showcasing both challenges and potential solutions.
4ļøā£ Collaboration and Communication
Actively collaborated with my team, shared updates, and adapted based on feedback to ensure alignment and effectiveness.
Unique Elements
š Holistic Understanding
The journey map didnāt just focus on efficiency but also considered the human experience within the organization.
š¤ Leadership and Teamwork
Demonstrated leadership in pushing forward research and teamwork in communicating and collaborating with colleagues.
š§ Beyond Websites
Showcased the versatility of UX research, emphasizing that it can be applied to any human experience, not just digital interfaces.
Below, we dive deeper into the design journey and the human-centered strategies developed to tackle this complex challenge.
The Challenge
Macadamian Technologies, now EMIDs, faced a complex challenge: understanding and optimizing the entire hiring process, from project inception to employee offboarding. With a unique organizational structureāmore like overlapping rings of influence than a traditional hierarchyāthis med-tech company needed clarity. They were contending with notable financial inefficiencies but sought solutions that maintained employee autonomy and avoided rigid performance tracking.
My task was to help map out this intricate system without sacrificing the companyās human-centered ethos.
My Approach
I knew this project required more than just a surface-level analysis. To truly make an impact, I would need to dive deep into the experience of every individual involved, from sales executives securing contracts to recruiters, HR staff, and even interns like myself.
Building the Foundation
Using tools like Dovetail and Miro, I meticulously gathered information. Macadamian provided me with two key resources: a circular organizational map and a fragmented hiring process map. My goal was to make sense of these and create a coherent journey map.Interviews and Data Organization
I conducted in-depth interviews with various stakeholders, including high-ranking sales executives and HR personnel. Dovetail was instrumental in organizing and analyzing this qualitative data, allowing me to identify pain points and inefficiencies.Journey Mapping
The culmination of my research was a comprehensive journey map that visualized the lifecycle of an employee. From initial project discussions in sales to the recruiting phase, onboarding, and eventual offboarding, this map provided a clear view of where the system was breaking down. The map wasn't just about operational efficiency but also highlighted the human experience within the organization.
The Challenges of a Messy System
One of the most difficult aspects of this project was navigating the sheer complexity of Macadamianās structure. The more I analyzed, the clearer it became that inefficiencies were intertwined with the companyās DNA. Yet, Macadamian was not a poorly run organization. In fact, it was a place full of intellectuals, vibrant collaboration, and a genuine desire to improve. The challenge lay in balancing this innovative spirit with practical, streamlined processes. My journey map helped the team understand these complexities, without advocating for drastic measures that might disrupt the company culture.
Leadership, Teamwork, and Communication
Throughout the project, I had to wear many hats. Leadership came into play when I had to push forward with my research, conducting interviews and gathering data despite the ambiguity of the task. Teamwork was essentialāI collaborated closely with my fellow researchers and regularly communicated updates to ensure alignment. I also had to demonstrate strong communication skills: actively listening to feedback, adapting to new insights, and balancing the guidance I received with my own independent thinking.
The Outcome
The journey map I created didnāt just sit on a shelf; it provided Macadamian with a vital tool for understanding their own processes in ways they hadnāt seen before. It offered a holistic view of how different roles and departments intersected, where inefficiencies bled resources, and how employee experiences could be enhanced. While I donāt claim to have directly influenced any restructuring decisions, the insights from my work helped the company better understand areas of financial loss and potential improvement.
Reflections on the Power of UX Research
This project underscored a belief I hold dear: UX research extends far beyond personas, benchmarks and websites.
It can transform any human experience, whether itās in product design, service optimization, or, as in this case, organizational process improvement. UX researchers like me bring a human-centered perspective that can untangle even the most complex systems. If people are involved, we can make things better.