UX Design Consultant, Standard Chartered Bank

The ask

Design an app where people could easily give feedback to one another on the meetings they conducted

Why

Upper management saw poorly conducted or unnecessary meetings as a significant source of time wastage and wanted to inculcate good meeting habits across the company

Identified challenges

• Employees are generally wary of downloading company apps – they need to see significant value before even considering to download
• There was already an existing company app that allowed employees to easily dial-in to their meetings
• Employees are extremely wary of giving any form of feedback that could jeopardise how they are perceived by their peers and managers

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Research

We launched a series of employee interviews worldwide focused on understanding the employee journey (and associated pain points) from scheduling, heading for and attending meetings.

What we found

• A large portion of meetings were with overseas counterparts, taken using WebEx on-the-go via handphones.
• Most employees found dialling in to meetings frustrating as the dial sequence had multiple components
• Most employees were unaware of the existing company app that allowed for easy dial-in
• Many employees had a sense that they were spending too much time in meetings, but lamented that it was part and parcel of their work responsibilities

Our design hypothesis

• Employees would find the dial-in features of the existing company app to be useful – we could use these features (along with a refreshed, streamlined UI) as a hook to get employees to be interested
• Employees might find statistics of the meetings they attended to be insightful – if we phrased the feedback ask to be one of tracking their personal satisfaction towards the meetings they attended, they might be more willing to give feedback

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The design

• Via direct integration with Outlook’s calendar, we showed users their daily meetings on the landing screen
• Users could simply click on the meeting card and directly dial-in to their meetings without having to remember dial sequences
• Meeting alerts were sent 1min before the meeting, also allowing quick dial-in

• At the end of a meeting, users were nudged to provide feedback about the meeting
• Upon submission, user was also shown the aggregated statistics of their meeting feedback

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Testing the design

• Users were delighted with the shortcuts to dial-in and were willing to download the app to shorten the time spent to dial-in
• Users like being shown their own meeting statistics – seeing the total number of hours in their work day spent on meetings made them reflect on whether they were spending their tell effectively
• Users were uncomfortable giving feedback – they queried where the feedback would go and whether the feedback would offend their managers or other stakeholders