Importing data is now quick, easy and intuitive.
One of the crucial (almost the most important) tasks for an administrator is data import.
Be it at the inception of bringing in employees onboard or uploading timesheets or asset records, importing data onto Perk is a vital feature.
Due to the complex and unintuitive interface of importing data, New client’s onboarding was highly dependent on the customer support team to set up their organization's data into the system. Existing users faced similar issues. The customer support tickets kept rising with this.
3 in every 10 customer support tickets were of 'Unable to Import Data'
Let's break it down
🔍
Unclear Instructions
Importing data onto payroll software is anxious in itself, users do not find clear and comprehensible instructions.
USER INTERVIEW
Confusing Primary & Secondary Buttons
The buttons 'Choose File' and 'Upload'
are improperly placed, almost together.
USABILITY STUDY
Errors could be prevented
Incorrect formats, blank fields or duplicates in unique value fields lead to user disappointment after multiple steps of uploading. These errors could have been easily prevented if the user had been informed before the hit upload.
UX AUDIT
Understanding what users said, thought, felt & did
Instead of conducting an exclusive usability study with a user, we turned one particular customer support call into one.
I collaborated with the Product manager, and a developer and we asked the Senior Customer support executive to lead the session to keep the user in a familiar encounter.
We went through recorder sessions & drew empathy Maps for 2 user groups across 3 company sizes and 4 different line of business with Health care, IT solutions, Manufacturers and F&B.
Error Prevention
I hope no blanks cells are there
Let me recheck for any duplicates in my template.
No unwanted comas today
Error Communication
Ok, Upload failed? why?
Error occurred? what error?
Ummm, how do I fix this? Do I have to redo this entirely?
Instructions
There is different template for this (data) type?
Can I reuse last month's template?
How do I upload now?
Fixing things
Clear pathway, The user knows what does it exactly takes to import onto Perk!
Placing buttons strategically to indicate the natural flow of actions the user takes,
instructions and template kept handy with reassuring help text!
I sieved through many support tickets for data import and listed all the possible errors.
But, the heroes were the dev team! They briefed us on why each error was caused. That paved the way for me to rewrite many things. Especially, error prompts in the new step of Data Preview that we achieved after a thorough competitive analysis and this one's based on Hubspot's elegant feature of bringing on data.
Phew! it's done.
Letting our users know their data is up and ready.
Helping users help themselves, a significant number of users expressed going through a written resource before reaching out for support. A great change from the old UI to the new UI that showed us a significant rise in user delight was our improved UX copy.
There were 21 data types that you could upload to perk and I rewrote each one of their instructions by breaking them down into stage-wise steps.
Older instructions to upload data.
New and improved ux copy of instructions!
80% drop in customer support tickets for importing data over a period of 3 months
43% increase in users adopting this feature.
88% drop in errors at upload stage.