Overview

This case study explores the identification, investigation, and resolution of content expiration issues within Verizon’s HR Portal. It highlights collaborative efforts, user feedback, and data-driven insights used to enhance the portal’s usability and reliability.

Identifying and Understanding the Problem

While updating the HR Portal, it was observed that the CMS had automated page expiration settings, leading to the removal of important content. Users frequently reported losing access to essential information, a problem corroborated by feedback from the page feedback channel.

Leading and Working with Others

To address this issue, a collaborative approach was adopted involving IT, HR, and design teams. Meetings and discussions were organized to align on the problem, its implications, and potential solutions. This collaborative effort ensured all stakeholders were informed and involved in the resolution process.

Iterating on the Work

An initial solution was proposed to modify the CMS settings to either disable automated expiration for critical content or set up notifications before expiration. This approach was tested in a controlled environment and refined based on feedback and testing results.

Using Research Insights and Data

User feedback and behavior data from the page feedback channel were crucial in understanding the extent of the issue. Analysis of user complaints and access logs identified which pieces of content were most frequently affected by expiration, informing decisions on adjustments to CMS settings.

Diverging, Converging, and Iterating

Various options for handling content expiration were explored, such as manual overrides, automated notifications, and more flexible expiration settings. Through iterative testing and feedback, the most effective solution—automated notifications and selective expiration settings—was refined and implemented.

Considering the End-to-End Experience

The solution went beyond just preventing content expiration by setting up alternative access methods and improving communication about content availability. This ensured users always had access to important information without disruption, enhancing the overall usability and reliability of the HR Portal.

Constraints and Tradeoffs

Constraints included the existing CMS capabilities and limited design flexibility. Tradeoffs were made by prioritizing critical content for non-expiration while allowing less critical content to follow standard expiration protocols. This balanced user needs with system limitations, ensuring an overall improvement in user experience.

Impact

By identifying the content expiration issue, leading a collaborative effort to resolve it, and validating the problem through feedback channels, the HR Portal’s usability and reliability were significantly enhanced. The iterative process, data-driven insights, and consideration of the end-to-end experience ensured continuous access to essential information for employees.