Web Design, B2C

Uber Intranet Redesign

MY ROLE
TEAM
UX Lead
People Tech
CLIENT
TIMELINE
Uber
1 year
Client
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Project Type
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Date
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Services
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Role
Main UX Designer
UX researcher
Team
Chufan Huang, Jesse Lopez
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Nisha Rastogi, Shubha Nambiar
Role
Main UX designer
Team
Meijia Gao , Tiger ZhaoJade , YangErin
Team 2
ZhaoXiao, Rui Li, Liam Zhou
Team 3
Yuchen Wang, Vijeta Belandor
Role
Main UX designer

As the sole designer, II transformed Uber's basic IT/HR platform into a dynamic, user-focused intranet. The project is initiated by executive leadership. This overhaul led to a 25% surge in site engagement and an impressive 20% increase in user satisfaction.

Is that even working?

I collaborated with a cross-functional team to analyze user pain points, guiding the direction of the UberHub redesign.

Exploring the problems:

Pain point 1: overly complex navigation

My research showed that despite Uber's large support knowledge article data base, employees struggled with the site's disorganized navigation and the filter menu's overwhelming choices, leading to frequent search drop-offs.

Improving the skeleton by tree testing

I conducted tree testing to refine UberHub's navigation. Working with HR, we developed focused questions to validate the mega menu's effectiveness, ensuring users easily navigate and find information.

Improving the User Interface

To address the issues with the navigation, I opted to overhaul the navigation bar by integrating a new mega menu from ServiceNow, along with a toolbox menu. The goal of this update was to offer users a more intuitive and streamlined way to move around the platform.

Pain point 2: bad site structure  

We found that the ticket category pages were too complex for users. These pages listed all categories from IT and HR, with each one being clickable. Users frequently had to navigate in and out 3-5 times, each time being directed to a page with a different layout and more subcategories. This not only complicated navigation but also hindered the overall user experience.

My action: researches

I studied the latest design trends and analyzed Nielsen Norman Group reports to integrate key functionalities from successful business intranets, enhancing user experience.

Improving the User Interface

To address these challenges, I devised a single-page support journey that consolidated all essential information and tickets in one place. By incorporating visual cues, I made it easier for users to find their tickets, effectively reducing the drop-out rate. My objective was to craft a seamless and user-friendly experience, aimed at boosting user engagement and satisfaction.

single-page support journey

I also incorporated extra access points to enhance the reachability of the support channels.


Pain point 3: Low employee's connectivity

To understand what employees want, I collaborated closely with internal communications team. They provided us with company culture survey results, and I used these to create a word cloud.

Aligning with Internal Communication Team

By aligning employee needs with contents availble from the internal communication team, we decided to startedby merging various availble channels into user-friendly widgets on UberHub.

My action: Understanding capability

In this snapshot, we're at the ServiceNow Seattle office. The visit to ServiceNow opened my eyes to the platform's perks, and I've supplemented that with my own research to round out my knowledge.

Deciding what to build

To increase active user engagement, our team had an exciting brainstorming session. We sketched out what we needed and envisioned potential designs on a whiteboard. This led to the conception of widget ideas that aligned well with Uber's culture and had viable data sources. I transformed these ideas into visually appealing design concepts, which were instrumental in presenting our proposals to the stakeholders managing the data.


Test early, iterate fast

I crafted a mid-fidelity prototype for usability testing, conducting 14 live sessions with employees. This was crucial to validate UberHub's new design for self-service and support, and to gauge employee expectations for its role in internal communication.

Team collorbartion

To design the topic pages, I worked closely with content managers to understand their specific requirements. Regular meetings with the development team, including engineers, ensured their engagement and confirmed the feasibility of the design solutions.

Design hand-off

Our engineering team recommended reducing customization, while also considering Uber's established style guides. To balance these aspects, I focused on maintaining design guidelines that ensure consistency and uphold the cohesive brand identity of Uber.

The final experience

The big learning! Don't give up on your ideas!

I've learned that even if my ideas aren't initially chosen for a project, it's crucial to save them. The dynamic nature of design means these ideas could become relevant later. By keeping them, I build a personal library of concepts to revisit and adapt for future projects, fostering continuous learning and innovation. In UX, no idea is ever truly discarded; it may just be waiting for its time.