Research, Strategy

Microsoft Frontline Worker Task Management – A Foundational Research

Background Launched in February 2017, Microsoft StaffHub is a purpose-built app for the frontline workforce (also known as deskless workers, shift workers, staff workers, and firstline workers) to manage shifts, communicate, receive training, and share content. The product’s initial focus was on shift scheduling and swapping. Task management was the next big area the team planned to explore. The team envisioned it to be a new pillar of the product. I led the research effort to understand what “tasks” mean for frontline workers, how they know what they are supposed to do throughout a shift, and what solutions can best address their needs. Research goals 1. Gain a foundational understanding of what frontline workers and managers do daily, and what kinds of tasks they perform Understand how tasks are generated, assigned, tracked, reported, and assessed Gather examples, scenarios, and artifacts of tasks 2. Identify opportunities and key scenarios around “tasks” for StaffHub Understand pain points and ideal solutions for tasks […]

Research, Strategy

Microsoft Frontline Worker Daily Information Needs – A Hybrid Diary Study

My research informed the information architecture of the new contextual home page Background Both log data and qualitative research showed that Microsoft StaffHub, a scheduling and collaboration tool for frontline workers, has low usage on features other than shift schedule. I frequently heard comments like below from time to time during research sessions: To make StaffHub a real “hub”, I led the research effort to understand frontline workers and managers’ daily information needs, with the goal of increasing user engagement by providing more valuable information at the right time. In addition, the research was also designed to verify the design team’s hypotheses – what if the StaffHub Homepage is more than just schedule? What if we bring relevant content/features upfront and make them accessible for users when needed? Methodologies This research was initially inspired by Google’s “Daily Information Needs” study where 8 times a day, at completely random times, Google pings participants with the question, “What did you want to know recently?”. I adjusted […]