CW Hub
Contingent Worker Management Portal
Project Type
Redesign of many outdated tools into a central new hub for management of contingent workers
My Role
UX Researcher
(Team of 2)
Target Users
Managers, HR, CW Experience Team
Duration
2 Months (June - July 2022)
Contribution
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Heuristic evaluation
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User research
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Stakeholder interview
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Research deck
Impact
Generated over 60 recommendations for the redesign.
Development of UI still in progress
Prototype of CW Hub that another team designed based off of our UX requirements
Overview
Background
Contingent workers make up a substantial portion of Meta employees and the company can’t run without them. 95% of CWs are Vendor Workers, meaning they provide outsourced services on a deliverable basis. Currently, there are two tools to onboard and manage Vendor Workers.
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VWOP
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Vendor Worker Onboarding Portal is used for non FTE on-boarding and also streamlines the provisioning process. It is used to grant vendor workers and independent contractors relevant site and system accesses.
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VWMP
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VenWorker Management Portal is a tool that allows Meta managers, Peeps/HR, and other roles to view and manage key attributes of vendor workers at Meta. All lifecycle management updates after onboarding are handled through VenWorker such as termination, job role, etc.
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VWOP
VWMP
The Problem
The two decentralized tools have a very outdated UI, non-consistent look and feel, and poor ux. This has caused many onboarding errors and delays which results in the company losing a lot of money. There is also a very large number of support requests in dealing with consequences of support errors.
Next Steps
Conduct UX research to discover user pain points of Vendor Worker Onboarding Portal VenWorker in order to inform requirements of the new CW Hub.
Business Goals
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Reduce onboarding time of Vendor Worker (VW) employees
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Improve visibility & tracking of VWs
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Reduce number of support requests related to VWs
Research
Who
12 existing VWOP & VWMP users from a variety of:
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Roles
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Orgs
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Number of VWs they support
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Mix of FTEs & CWs
What
~45 min contextual inquiry interviews
What
Remote Sessions through VC
When
June - July 2022
Research Questions
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What are the required workflows for managing Vendor Workers?
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What new features do users want in the onboarding & VW management process?
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How does onboarding become blocked or delayed?
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What VW metadata & tooling can be centralized in one location?
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How do users want to consume or update VW data?
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How can VW management be more self serviced?
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What are common mistakes and errors that require support?
Research Board
The research was very informative and successful. Some key themes where identified…
Key Quotes
“Often, items are pending by vendors (i.e. background check confirmation) without knowing they need to action on it, which causes delays.”
“I check VWOP every 3 days to see if my request has been accepted yet.”
“Lack of self service when VW is working and changes are needed is our biggest pain point. It’s annoying to have to contact CWX.”
“We don’t know exactly how many people we have and where.”
User Journey
I created a hypothetical user journey to outline all the pain points that occur from the time a VW gets hired to termination.
Defining The Problem
Onboarding Delays
Delays can have severe downstream impacts and a high dependency on CWX to resolve issues in a timely manner, creating a poor VW experience and negative business impacts to Meta.
Communication
Error indicators and alerts for key updates/actions needed to move the onboarding process forward are not present today. Excessive email notifications also create noise and lead to missing critical updates.
Worker Visibility
It is difficult to find workers when the wrong information is entered, and searching workers in bulk is cumbersome. VWMP doesn’t provide enough customization to make it easier.
Managing Contracts
Rehiring, extending contracts, and adding headcount are lengthy processes that impact the business a lot since workers can’t work until resolution.
Updating Worker Information
Updating or changing worker info is often a manual, communication heavy process that mainly CWx can do, resulting in delays.
Education
There’s a lack of understanding of the onboarding process. Being unaware of processes, who owns which step, and potential downstream impacts leads to increased errors, support requests and delays.
Permissions
CWAMs, vendor POCs, and support techs often feel limited in what actions they are able to perform for resolving worker issues.
High-Level Visibility
Tasks like auditing, reporting, budgeting, and capacity planning are difficult because it’s very manual and there are data inconsistencies.
Manual Work
Several critical processes are still very manual - performing actions like contract extensions or correcting worker profile errors rely on manual communication with CWX and tedious by tech support teams.
Manual work results in increased errors and support requests, and can severely impact work for everyone involved including the VW.
Full Research Deck
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