Revamping 360º Feedback Tool
What is 360º?
ABOUT
360º feedback is a performance evaluation process in which feedback is gathered from multiple sources: managers, peers, colleagues, supervisors, and the individual employee and provided as a final summary for performance improvement.
Every year a New Level Work company serves ~1500 surveys. It’s one of the most demanded company products.
My Role
My responsibilities were: Product Strategy, Product Design, and UI/UX Design.
I worked in a trio team: Project Manager – Product Designer – Development Lead.
Duration: 3 months
Why was need to redesign the 360º process?
OLD PROCESS
The company’s 360º assessment product was integrated into the coaching process:
Note: The coaching process was a series of sessions with a human coach.
A visual representation of the coaching process, highlighting the inclusion of the 360º assessment.
Problems
• High cost – the cost per participant for the program is high compared to other market players.
Explanation: Coaches maintain active communication with the client throughout the 360º process. Apart from system notifications and reminders, they send personal messages to encourage prompt completion of the 360º. However, this communication outside of coaching sessions incurs additional costs, as coaches need to be compensated for addressing non-coaching queries from the client.
• Lack of market opportunities – the 360º assessment product cannot function as a standalone offering.
How redesign can help the business?
OPPORTUNITIES
Excluding human involvement and automating the system reduces the cost of the operation.
Launching the automated 360º standalone product without coaching can bring numerous market opportunities such as:
– The automated 360º standalone product can be incorporated into any assessment combination that clients wish to use, regardless of the purpose.
– The automated 360º standalone product can serve as a supplementary solution to the products offered by partner companies.
The 360º system can be adjusted to any LMS system.
Create 360º automated atomic product
GOAL
The goal was to create a standalone atomic 360º assessment based on the existing system’s best practices and findings.
A visual of what requires exclusion from the current process to attain the goal.
Associated Goals
• Develop an intuitive and straightforward distribution flow for users, based on the current process, to guide them through it.
• Automate the notification process.
Positive Impact
FACTS
3 months after launch achievements:
• The cost per 360º decreased by 12% by automating the process.
• Request for feedback increased by 7%.
• Self-survey completion increased by 5%.
Diving Deep into the Project
RESEARCH & WHYs
WHAT WAS DONE
To gain a deeper understanding of the project, I audited the existing web application and identified potential areas for UX improvement.
To understand the process from the user’s perspective I managed 5 user interviews with participants and 5 with coaches using a mixed approach.
I requested users to share their screens and guide me through the process, while I asked questions about various aspects of it.
To highlight the 360º product needs and values I collaborated closely with the Program Team.
Note: the Program Team – is a team of professional coaches and researchers who created the 360º assessment.
To validate the prototype and gather feedback on the 360º Survey, I worked with the Customer success team.
To address any technical issues regarding potential implementations, I was in touch with the engineer.