Verizon | Interaction Design, Information Architecture
Help Verizon project managers coach each other, so HR doesn't have to.
Help Verizon project managers coach each other, so HR doesn't have to.
Help Verizon project managers coach each other, so HR doesn't have to.
Help Verizon project managers coach each other, so HR doesn't have to.
Verizon invests heavily into its project management workforce via training and leadership development. Once courses end, students bombard their trainers with requests for advice and mentorship. I designed and implemented a brand new intranet that brought these conversations online and drove engagement - planting the seeds of a collaborative, 21st century work culture.
At Verizon, leadership development is a core function of the human resources unit. strategic business initiative. Training, upskilling and credentialing are strategic initiatives that help Verizon align the skills of its 150,000 employees with evolving business goals and priorities.
Project managers are a critical operators in Verizon's workforce. Leadership coaches train aspiring and seasoned PMs every year, and are inundated with ongoing follow up once courses end. Without a centralized digital home for files, event sharing, and discussion, HR was overstretched responding to questions and sending files.
I redesigned Verizon's project manager intranet to deliver value to project managers and solve the business problem of HR overwork.
Goals Design a UI that quickly directs project managers to the resources they need. Generate enthusiasm for the site as a social space and venue for knowledge sharing.
Responsibilities Solo project manager and designer. Conducted end-to-end research, design, and testing.
Timeline . 2 months.
Goals Design a UI that quickly directs project managers to the resources they need. Generate enthusiasm for the site as a social space and venue for knowledge sharing.
Responsibilities Solo project manager and designer. Conducted end-to-end research, design, and testing.
Timeline 2 months.
New Design
A single click for PMs to get new projects organized and moving
Hundreds of communication templates made accessible by intelligent information architecture
Resources and meetups for PMs seeking certification
Engaging discussion forums that drive peer-to-peer knowledge sharing and collaboration
Research
I met with my users and my stakeholders, and designed a solution that served both of their needs.
Previous Design
I examined all parts of the existing intranet experience—with an eye on user pain points.
Click to enlarge.
Contextual Inquiry & User Interviews
I shadowed PMs in a weeklong training course to develop empathy and understand their journey.
After the course, I interviewed 20 PMs to understand their pain points and needs.
Photos taken with a company-provided selfie stick :)
Archetypes
I synthesized my interview data into three user archetypes. I delivered a solution that serves all of their needs.
Design
Armed with a solid understanding of my users, I brainstormed solutions.
Information Architecture
I inherited over 100 templates—PDFs, slide decks, excel sheets—that streamline project manager workflows. They were not organized in a meaningful way (only alphabetically).
I categorized the files by the project phase they are used in.
Usability Testing
I ran a limited beta to gather and address functionality issues before the full launch.
Results
18% increase in daily active users
9% increase in forum participation
NPS: 92
Reflections
This was the first time I shipped my own design to hundreds of users. It was also my first experience navigating a complex corporate bureaucracy. Overall, this experience confirmed the often repeated saying that empathy is a designer's most powerful tool. By developing compassion for coaches and PMs, I was able to design a solution that found the sweet spot—the overlap between business goals and user goals.
The best part of experience was the thank you notes I got from project managers after the launch.
JUMP Bikes · Lawfty Connect · Verizon Project Manager Intranet · Wizz Tutoring