A Unified User Profile
The problem
To ensure safety, our customers need to understand that workers are compliant and ready to work. At SafetyCulture, we observed that our customers were struggling with this. Think manual processes such as paper certificates, manila folders, and Excel spreadsheets. Our customers were drowning in inefficiencies and high administrative burden.
While this customer problem is happening, SafetyCulture itself is also going through an organisational change. The platform has recently introduced a feature called Credentials, a way for customers to track qualifications on the platform against workers rather than on spreadsheets. Simultaneously, SafetyCulture has acquired EdApp, an LMS which has been integrated into our platform. Both are solutions for automating compliance tracking for our customers.
How might we unify Credentials and Training into a single, intuitive profile, that customers can quickly glance at to understand qualifications and compliance readiness?
My role
As the Product Designer on the Contractor Management team, I lead the research and design of the new unified user profile that would integrate both Credentials and Training. I worked alongside a Design Lead, Product Manager, and my direct engineering team.
User profile redesign
Old user profile
Discovery and research
To provide the basis for the redesign, I wanted to answer:
How do users currently interact with the user profile?
How can we add value without disrupting existing workflows?
What information helps to assess worker compliance?
What do managers want to see on the profile?
What do workers want to see on the profile?
Mixed methodologies for research
Qualitative
Conducted customer interviews with key personas
Existing users of the user profile
Existing customers using Training and Credentials
Observed real-time behaviour with Hotjar
Quantitative
Analysed engagement data with Amplitude to understand most popular elements of the User Profile
Collaborative
Held workshops with feature teams to understand current experience and opportunities
Findings
Users have to infer critical information
Admins must deduce a worker’s role by piecing together what Permissions they have and what Site they’re based in. This indirect method involves lots of clicks and friction.
Lack of essential information
Users repeatedly asked for richer information, such as Job Roles, Emergency contacts, Start dates, locations. They need this information to understand who the worker is, and therefore what qualifications they need to be compliant.
Workers lack access to their own qualifications
Currently the profile is mainly used by administrators and managers. This dependency on head office creates bottlenecks, where for example workers are denied access to site because they’re waiting on head office to verify qualifications.
Low engagement with Training and Credentials
While mainly due to the recent introduction of these two features into the platform, this presents an opportunity to increase visibility and adoption of these features.
Amplitude: Number of unique users visiting each user profile tab from 2nd September to 2nd November 2023.
Jobs to be done
Redefining the problem
The current profile is a configuration page, not an overview of worker compliance. Users have to dig through the numerous settings tabs before they understand if a worker is compliant or not.
How might we surface compliance-related information whilst also keeping settings accessible, but secondary
Design Strategy and Principles
I based the redesign around three principles:
Surface compliance at a glance
Details, qualifications with expiries, and training status and courses should be immediately visible
Maintain configuration flexibility
Settings must be accessible, but not the default entry point
Build with future strategy and vision
The profile must be designed with the mindset of supporting future features like competency matrices, inductions, and more detail fields about the user
Vision and next steps
The first release takes the user profile in the correct strategic direction of becoming a snapshot for understanding worker readiness and compliance. There are still several opportunities to increase its value and move toward a more intelligent, automated experience for our customers.
Competency matrices
By defining distinct roles and corresponding requirements, understanding whether a worker satisfies compliance can be automated instead of cross-checking manually.
Introduce inductions
The Credentials and Training feature can be bundled into an Inductions experience, which helps depict a "compliant" status before a worker gets onto site.
