ADX Program - Evaluated Migration Experience and Learning Center Website
The ADX Program was planned for 40,000+ employees to manually migrate their account profiles and computers to another network domain by running a program with the help of a Microsoft program. Employees in each business unit were scheduled to migrate from June 2023 through December 2024. An intranet website - the ADX Migration Learning Center - was created to educate employees about the migration process and serve as a resource center
Challenge There was an increase of employees reporting issues during and post-migration since August 2023. The goal was to decrease help desk tickets and offer better resources for employees to troubleshoot post-migration issues.
Role UX researcher, Usability Session Moderator
Actions
I used a mix of research methods to learn about employees' experiences during the migration and evaluate the existing ADX Migration Learning Center. Mixed methods used:
Tree testing and card sorting
I scheduled and moderated weekly design usability sessions
I scheduled and moderated usability studies to observe the migration process for different employee roles and business units
tracked help desk ticket volume and categories in Service Now
Tools Used
ServiceNow Ticket Dashboard, Playbook UX, Microsoft Excel, Word, and PowerPoint
Results
Help desk tickets decreased by 10% after a change to navigation and new content based on user testing
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