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Melissa Garlington
Melissa Garlington
ROLE: UX/UI Designer, Product Design Manager
Workhuman is a multinational company headquartered in Boston and Dublin, providing social recognition software solutions to large and mid-size companies.
The eCommerce Rewards application is where people take their colleague’s recognition awards and exchange them for different products of their choice on the website.
Over the past five years, I’ve had the privilege of working with the development team to design the overall User Experience and continuously iterate with new features that can be A/B tested with users in order to ensure success.
1. MVP PHASE
The eCommerce application hadn’t been updated in the space of a decade and there were crucial problems with the overall usability. The most crucial problem to address was the fact that it was a non-responsive application and the technical constraints couldn’t allow the merchandising team to control the content management system on a global scale.
When starting this project, my role was to re-design the user interface based on the initial responsive requirement whilst still keeping the same features and information architecture in place.
The design process was the following:
• Mapping out the application process flow to understand the number of pages and hierarchy levels.
• Wireframing the component library and mapping what the responsive behavior would be across devices.
• Handing over documentation and high-fidelity prototypes to developers and working really closely with them in the sprint process.
• Working closely with Product Managers and Senior stakeholders to ensure business goals and timelines were met.
2. POST MVP PHASE
• Conduct user research with our internal clients to help identify the key issues on the site.
• Ensuring that the entire site follows AA Accessibility requirements.
• Identifying opportunities for improving in the current functionality of the site (e.g. Search, Shopping Cart, Checkout Process, etc.)
• Regular audits and qualitative usability tests to iterate on current features.
• Regular A/B Testing to understand if new features are desirable and successful from a user’s perspective.
• Ensuring that the overall product’s Design System is continuously updated and iterated upon.
• Working regularly on Vision prototypes that can help push the boundaries on what technology can achieve.
CONCLUSION
Since its re-launch in 2017, the overall usage has increased by an average of 30%.
The overall user and client sentiment are quite positive when it comes to the overall usability and brand perception.
This project will continue to improve its CMS, features, and content in the coming years with the team continuously expanding.
Content Mapping of the Rewards System
Key Issues identified from User Feedback Surveys
Homepage
Exploration of Personalization