RTX (Raytheon Technologies) | ADX Program - Employee Migration Experience Evaluation

User Research, Tree testing, Card sorting, Ticket Analysis
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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

U/X researcher, Usability Session Moderator

scrrenshot of overview of tree test results of the first version of ADX webssite navigation

Overview of tree test results of the first version of ADX webssite navigation

screenshot of PDF download redesigns for ADX Migration

PDF download redesigns for ADX Migration

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

Request password to view full UX portfolio, lissa.aguilar@gmail.com