Promoting workplace communication
Bump is a desktop application that helps create deeper connections through easy and meaningful conversations between managers and direct reports
Team
4 UX Designers
Role
Lead System Designer, User Research, Wireframe, User Flow, Persona, UI/UX Designer
Timeline
2 Weeks
Platform
Desktop application
Deliverables
Clickable high-fidelity prototype
Key features of MVP includes emotion tracker, message optimiser & schedule integrator
Problem
This project started when we found out that Singapore has one of the unhappiest workforces in the world. A study was conducted by Employment Hero on 1000 employees and 48% of them said that they were unhappy and would not recommend their job to others.
As an Asian society, we are taught to prioritize work and not our feelings. Ironically, this behaviour affects our ability to communicate effectively and leaves us disconnected at work.
Singapore is the unhappiest workforce in the world
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Inability to communicate emotions effectively due to local culture
Project
Objectives
Make workplace conversation easy
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Convey message clearly
To create a mobile application to help users decide on food better and also to plan a meal with their friends easily
Explore
Understanding landscape
We learned that in Singaporean society, people prioritize work over their emotions. This leads to the inability to communicate effectively and makes them disconnected at work.
Communication breakdown happens the most between managers and their direct report. Managers affect employee retention by shaping the employee experience and building engagement.
Communication breakdown happens the most between managers and their direct report
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50 - 75% employees leave due to their manager
What can disconnected employees do to a business?
Employees are less likely to work hard, feel motivated, or meet expectations for their role
Cause 60% more errors and defects in work performance.
73% of actively disengaged employees are on the lookout for new jobs or opportunities.
Recruitment costs
Onboarding costs
Training costs
Business opportunity
Market analysis shows that 50% of employers are looking to ways on how they can improve the mental well-being of their employees. A great chance for Bump to step into the market
Understanding Users
Through user interviews, we wanted to find out the barriers that impede effective communication. We interviewed 4 managers and 4 direct reports.
Preference for in person check-ins as it is faster and has a lower probability of misinterpretation.
Managers and direct reports are unsure about how to talk to each other and there is a fear of message rejection and escalation.
Direct reports also spend considerable effort on phrasing.
Check ins are highly task oriented in nature, discussion on feelings are deprioritized and only done when there is time.
Managers try to be tactful with their feedback when errors are not critical/urgent but fail to do so when under stressful situations.
Persona
Andrew, 45
Manager, Singapore
Pain points
Feels anxious about possible repercussions from his direct reports if he does not communicate feedback in an appropriate manner
Feels awkward when addressing his direct reports about emotional topics
Only gives necessary feedback as crafting feedback expands additional cognitive effort
”I want a platform that helps me understand my direct report's emotions more effectively and gives me the tools to construct feedback that is appropriate for their needs.“
Karen, 26
Direct Report, Singapore
Pain points
Is upset when her manager expresses feedback in a emotionally charged manner
Feels awkward when addressing her manager about emotional topics
Does not feel that her emotions are prioritised over her work performance
”I want a platform that can help me navigate complex discussions more effortlessly“
User Flow
Both Manager and Direct Report might fall out at craft message as they have to think of message and emotionally prepared
Key insights
Managers need tools or resources to help them frame feedback in a way that is conducive and constructive because the process of framing feedback can be mentally taxing for managers
Direct Reports need an easy way to reach out to their managers and talk about their feelings because they are often hindered by their fears of not knowing how to communicate with their managers.
Ideation
How might we?
MAKE COMMUNICATION EFFECTIVE
How might we help users display greater consideration and empathy when communicating?
How might we help users communicate feedback in a way that maximises message acceptance?
MAKE COMMUNICATION EASY
How might we help users spend less mental effort on navigating tough topics?
Solution
Minimum Viable Product
Feature 1: Pulse - Track employees emotions
Feature 2: Message Optimiser - Help draft effective messages
Feature 3: Schedule Integrator - To streamline meetings
Data Analytics
Leverage on Pulse’s tracking mechanism to better break down data and get actionable insights from both direct reports and managers
Working Styles
Interactive content to helps you gain a better understanding of yourself, which in turn helps others better understand you
End Goal
Content resources that help individuals navigate a diverse workplace.
One-stop solution for building strong interpersonal relationships in the workplace
Minimum viable product features
Feature 1: Pulse feature
All employees will receive a pulse prompt when they turn on their computers. They are free to change their ratings throughout the day.
When pulses are consistently low (<2) for a week, they will receive a nudge suggesting to speak with their manager/direct report.
Allows both sides to update their feelings in an easy fuss-free way.
Feature 2: Message optimiser
Users can choose the kind of tone that they would like the message to be written in.
Prompts are provided to help structure thoughts and make feedback more constructive.
Allows managers to frame their feedback in a conducive and constructive manner.
Feature 3: Schedule integrator
The app would be ideally integrated with Microsoft Teams/Outlook Calendar and can suggest the earliest timing for both parties.
Users are free to choose another time if they prefer.
Removes potential roadblocks/chances for procrastination
Process & Testing
Process of Pulse
Sketches
Low fidelity wireframe
Testing of Pulse
Users felt that Pulse was intuitive and functional to track their emotion
Mid fidelity wireframe
High fidelity prototype
Process of
Message Optimiser
Sketches
Low fidelity wireframe
Testing of
Message Optimiser
Users were made to write a message without Message optimiser.
All users felt that using the message optimiser reduced stress when writing a message
Mid fidelity wireframe
High fidelity prototype
Test findings
Time taken to draft a message
Both managers and direct reports took significantly less time to craft a message with the message optimiser
Less difficult to convey their thoughts
Both managers and direct reports found it easier to convey their thoughts into crafting a message
Preference
Both managers and direct reports prefered to use the message optimiser
System Usability Score
Score of 85/100 for SUS meant that app was effective and easy to use
Systems Design
Created a detailed system to handover to engineers. All information about the application could be found in this system.
Key learning points
Testing my app better
How could I test my app to prove my hypothesis and solutions wrong, rather than validate and justify why my answers are right. Key in finding more opportunities or solutions to further improve the app