Onboard Journey Map
Problem: How can we create an onboarding process that reduces the time and steps it currently takes ASPA Digital to onboard a contractor Drupal Developer?
Timeframe: 1 month
Role: UX Designer
Team: I worked closely under the UX Lead, and a team of members specializing in change management and engineering.
Industry: Federal Government, Human and Health Services
Project Background
ASPA Digital is a division within HHS that leads the development and review of web content, social media, and supporting technologies. Our team conducted a 12-month assessment to modernize the IT infrastructure for ASPA Digital.
Based on our assessment, we found that ASPA Digital lacked official processes or standard operating procedures for onboarding.
To address these concerns, we documented a future-state vision for the process of bringing on a new Drupal developer to ASPA Digital.
The Excel version of the first journey map draft created.
My Role
Created interview guides
Worked closely with the Principal UX Architect to outline the questions for the interviews. The goal was to guide the conversation so that the participant would imagine a future state onboarding process.
Led the interviews
I conducted four semi-structured interviews with representative end-users, with the Principal UX Architect stepping in whenever she had additional questions. During these interviews, we uncovered important details about the participant's past experiences, what they do not want to experience in the future and important ideas for future optimization and experience improvements.
Aggregated and analyzed the information
I gathered information from the interviews and used it to map out the phases for the future state journey map draft. I worked with the Principal UX Architect and Tech Lead to ensure that the journey map reflected the correct information.
Created the final version of the journey map
I created the final journey map version in Sketch. This version was then examined by the Principal UX Architect before submitted to the client.
Final Product
After working closely with both the Principal UX Architect, the interview participants, and our tech team leads, we were able to create a future state onboarding process as well as a few different artifacts providing more information on it. Our team is currently working on building out the tool mentioned in our journey map that will help streamline the onboarding process.
Final polished version of the journey map submitted to the clients.
Lessons Learned
Lead interviews
Gained experience in leading interviews. Learned the importance of being prepared for every interview, expect to over-explain things. Throughout each interview, I realized how to word things differently to reinforce to the participant that we were imagining the future state. By changing how I worded things throughout each interview, we were able to get answers a lot easier.
First time creating a journey map
Gained experience in creating a journey map. I learned about the specific information to add to a journey map and gained more visual design experience.
Spent time speaking with developers
Gained experience working and speaking with developers. We would not have been able to complete this project without the help from our tech team.