Enterprise Analytics

Enhancing Customer Retention to Drive Revenue Growth

A redesign of the Analytics & Benchmarking platform for Human Capital Management (HCM) to enhance user experience, improve data accessibility, and provide actionable insights for HR professionals and business leaders.

My Role

UX Director

Timeline

2020–2023

Team

4-8 Designers

Platform

Web (Desktop)

Drag to compare: legacy dashboard (before) vs. redesigned, story-driven dashboard (after)

The Challenge

HR practitioners struggled to uncover actionable insights due to an outdated information architecture. Dashboards lacked context and failed to convey the "so what" factor, especially for less experienced users.

My Solution

Led a redesign of the information architecture — shifting from a product-focused structure to a thematic, problem-solving framework with story-driven, guided dashboards.

The Impact

65% decrease in client churn, YoY
20% improvement in client sentiment (CSAT)
30% increase in active users, first 3 months

Research & Discovery

Grounded in stakeholder and practitioner input

Workshops with executives and strategic partners defined the core problem; user research and usability testing validated the direction before a single wireframe was finalized.

Executive & strategic partner workshops
User personas & problem statements
UserZoom-moderated usability testing
Low-fidelity wireframe testing
Task-based evaluative research

Key Findings

Complex Information Architecture

Novice users found interfaces confusing, causing frustration and inefficiency.

Overwhelmed by Data Volume

Users struggled to pinpoint key insights within the volume of available data.

Lack of Contextual Knowledge

Non-HR managers struggled to apply insights, limiting dashboard effectiveness.

See full discovery detail — personas & additional friction points

Analyst Andrew — HRIS Administrator (31, Bachelor's)

"I'm the main point of contact between ADP and our company. If I make an error because features are confusing, it affects the rest of the company."

Practitioner Patricia — HR Generalist (27, Bachelor's)

"I struggle with operational dashboards that are cluttered and unintuitive, forcing extra time on manual analysis."

Executive Edward — CFO (45, Master's)

"I don't have time to spend hours in the system. I need to access data quickly and understand business implications without a lot of digging."

Arduous Implementation Cycles

Long, complex implementation processes made it difficult to retain critical information.

Dashboard Customization Challenges

Tailoring dashboards to different business divisions required significant time and effort.

Difficulty Customizing Dashboards

Novice users struggled to tailor dashboards to relevant data.

Design Process

From discovery to development handoff

Understand

Workshops and persona research defined the core problem.

Define

Reframed the IA around practitioner themes, not product structure.

Design

Wireframed and prototyped themed, story-driven dashboards.

Validate

Alpha and beta tested with clients, iterating on the design system.

Deliver

Finalized detailed designs, ready for development handoff.

The Redesigned Experience

Themed dashboards built around real HR questions

Guided dashboards tailored to key issues identified by subject matter experts, with a dedicated core-metrics area and a question-and-answer starting point aligned to formal analysis best practices.

Guided, theme-based dashboards
Dedicated core-metrics area
Preconfigured question-and-answer tabs
Modular, customizable metric tile components