I, along with one other designer, used systems thinking to reimagine platform level navigation of enterprise content services software to better align with user Jobs to be Done.
To hear myself and my coworker discuss this project in greater depth at a local World Information Architecture Day conference, checkout the following YouTube video. Skip to 8:00 minutes to hear just my section.
Business Objective
Hyland’s cloud-based modernization efforts created a need to connect separate applications within one brand new platform, which required a new global navigation structure to switch between these applications.
THE PROBLEM
Customizable Information Architecture
Hyland's software is highly configurable and allows businesses to create their own applications within the platform. We, as designers, have no way of knowing all of the possible use cases. It is not a matter of creating a simple information architecture map and adding a menu button.
initial Ideation & Usability Testing
Discovering the Root Problem
Initially, we focused on what types of mechanisms we had at our disposal: tabs, dropdown menu, a hub and spoke model, etc.. Our primary concern was, “Do we expose all of navigation items for quick access or do we hide all the navigation items to reduce cognitive load?”
For our first round of usability testing, we tested two different prototypes. The results did not favor one or the other, but one insight completely shifted our perspective.
“I don’t really think of these as separate applications. They’re just functionality I need to do my job.”
-Usability Test Participant
So, how do you create an “app switching” mechanism for users who don’t necessarily feel like they are using different applications?
This lead us to reconsider the problem, with the approval of the Product Manager, from the broader perspective of facilitating the Job to Be Done rather than fulfilling a simple technical requirement.
SYSTEMS THINKING
In order to continue in this direction, we had to consider all the moving parts of the platform in addition to the end user’s navigation: solution building and configuration, user groups and permissions, and more. I created this systems map to visualize how these elements interact and to facilitate further discussions with leadership.
Final Designs
Businesses can combine apps into "Jobs to Be Done" that are navigated via tabs. High level JTBD are accessed via dropdown.
Each user has a personalized dashboard for all Hyland products
Each "JTBD" has its own dashboard
Feedback
"As a long time Hylander with a lot of context on what our product heritage has been - I think you have hit on some really compelling design items that I think are spot-on for helping us all begin to understand how to really bring all this modernization work together.”
- Product Manager
Results
The pandemic and layoffs delayed this project for years as changing leadership explored different options. I have since left the company, but my former coworker informed me that leadership always landed back at our solution with each attempt at something different. The design was finally implemented in summer of 2023.
An example of the implemented design can be viewed at approximately the 7:45 mark of the following Youtube video.