Competitor analysis, workflow, wireframe, prototyping, usability testing
Multiple teams such as Web, Desktop, Data, Server and Data
Adobe XD, Illustrator, Photoshop
2022 (8 months)
Software Development
Communication difficulties: Without face-to-face interaction, communication can be more challenging, leading to misunderstandings and miscommunications.
Being able to see teammates working side-by-side throughout the day makes remote feel less distant, enhances collaboration, and facilitates effective communication. Employees are more connected, aware, and engaged in a dynamic virtual office like Bhive.
Introducing Bhive can radically transform the work at home experience through personal connection, organizational transparency, team management and employee engagement. Bhive mimics an open office environment so employees can visually engage with each other to build community and culture. The trust that’s created from managers seeing their employees at work – and their employees seeing them too, gives a Bhive work community a special advantage.
Bhive, a software team within Broadpath Healthcare, boasts more than a decade of experience in aiding healthcare providers with various customer service aspects, including healthcare plans, claims, clinical support, and sales. Following the outbreak of Covid-19, all call agents at Broadpath transitioned to remote work. During this period, we recognized the need to enhance team engagement in order to foster greater collaboration and communication among the agents. As a product designer at Bhive, my aim is to enhance the remote work experience for call agents by minimizing misunderstandings and miscommunications.
We're creating a company's internal portal website that aims to foster connections among employees. Additionally, Bhive is developing a desktop application that enables real-time interactions among coworkers, providing a sense of being in the office and facilitating connections with colleagues. Through this application, users can indicate their current status, such as "Focus Mode" (please avoid interruptions), "Break," or "Lunch," allowing their teammates to know the appropriate times to reach out.
Bhive has a web-based application for employees to introduce themselves on their personal profile page and show their teammates. There is also a desktop application to present their work status, record their timesheet and collect their response to surveys.
The managers have the authority to view their teammates' screens and take action for help when the teammates get stuck in the work process.
Our website portal records the employees' time sheets. When the staffs submit their time sheets, their managers can approve in this section.
Because most of the users don't feel comfortable being recorded on the camera all the time, generating real-time avatars by using facial detection technology to replace the camera feed has its benefit.
The users can customize their appearance thru Ready Player Me,
The stakeholder wants to apply the avatar feature to the internal website as a virtual home office. He had a blueprint in his mind, then I prototyped it out as below to confirm the idea.
I had a meeting review with software director and developers to confirm the possibility of this idea. Unfortunately, the music plug-in concept may be conflicted with the organization's IT restrictions. We as a team and the software director made a decision to take a step back and move this feature in the next phase, so the project can still keep moving for the business goal.
After a few meetings, we simplified the virtual home office and added a flip button to toggle between virtual office and profile.
A survey can be sent out to specific group of teams or the whole organization to collect user data or opinions, so the organization can use them as a strategy or reference to make decisions.
Originally, we referred to competitor analysis and decided to have auto-save under the Video + Avatar settings menu. In a team meeting, we had a discussion about whether we need to have the camera feed to be on before a save action since most people would prefer checking their appearance on the camera before it goes on live. We broke the pattern and added "Save change" for the Camera Selection.
During the usability test, 64% of the users would like to make sure they enter the password correctly and inform them if the cap is on to decrease input error.
59% of the users are more connected to the graphical icon rather than an alphabet icon. I made two iterations and did A/B testing to make sure the icons are engaged to the work status.
During the redesign process, I also increase our website's usability by adding dark mode.
During the development of the virtual office desktop application, it became evident that a help center featuring frequently asked questions (FAQs) was necessary to address technical inquiries. As we continued creating the application, it became apparent that additional supporting structures were required to accommodate the growing volume of related information.
