Goals:
• Consolidate multiple channels of communication
• Provide quick access to external systems
• Allow two way communication between stores and corporate
• Reinforce company culture through design and messaging
• Provide quick access to external systems
• Allow two way communication between stores and corporate
• Reinforce company culture through design and messaging
Challenges:
• Access and privacy constraints for sensitive information
• Internet and computer speed within stores
• External systems and API’s with intergration constraints
• Modifying user’s current behavior to drive adoption
• Internet and computer speed within stores
• External systems and API’s with intergration constraints
• Modifying user’s current behavior to drive adoption
Employee Portal
RACETRAC PETROLEUM
Where: Make & Build, Atlanta, GA
Role: Creative Director
Discovery
Synthesize, Present, Prioritize
Store Surveys
Store Interviews
Stakeholder Workshops
After hearing from the stakeholders, prior to visiting the stores we sent out a survey to get a better sense of topics to dig into while we were onsite.
Questions segmented by role (Associates, General Managers, Operating Supervisors) and were surrounding what information is important, gather insights to communication that might be missing, understand device preference and usage, learn what type of information is the most important in the field, and identify patterns in application and website usage, types and variety.
Questions segmented by role (Associates, General Managers, Operating Supervisors) and were surrounding what information is important, gather insights to communication that might be missing, understand device preference and usage, learn what type of information is the most important in the field, and identify patterns in application and website usage, types and variety.
With our take aways from the survey and the stakeholder workshop we travelled to 5 store locations and interviewed Operating suervisors, General Managers and Associates at varying level of tenure to gain a better understanding of what it’s like to work at Racetrac, whatpainpoints they have with the current communication process and validate key areas and assumptions made by the business.
Conducting Stakeholder Discovery workshops we gained further understanding of their day to day tasks, operations, how they communicate with their outside teams in the field, what communication challenges they have, and what they like about working at Racetrac.
Premortem
A premortem was conducted with all stakeholders to assess potential risks from an organizational and project managment perspective.
Stakeholders are overwhelmed by the number of phone calls and emails they receive from stores with common questions
Corrections or adjustments to merchandise plans is hard to push to field
Information is spread across 18 different portals and sites and is often missed by associates
Stakeholders had concerns over technical agility of store employees
Access to portal needs to be limited, heavily controlled and only available in store.
Communication comes through so many different channels its hard to keep consistent
Concern over sensitive information staying confidential
Key Findings
Findings workshop
Over the course of two days, findings were presented back to stakeholders and discussed, potential features were workshopped.
Prioritzation Matrix
Features that were discussed were prioritized by business value, user value, design impact and development impact.
The Solution
Wireframes
Design