Thorough UX audit for an HR & Payroll SaaS Platform
Enhancing the usability and growth of the HR and Payroll product, through a roadmap of tangible recommendations.
The context
Technology1 is Australia's largest enterprise SaaS company, providing integrated solutions for various sectors, including government, education, and financial services. With over 30 years of experience and serving more than 1,200 organisations, they aim to simplify business processes through innovative software.
When expanding the HR & Payroll product into the UK market, Technology1 identified through stakeholder and user NPS feedback, that the product was underperforming in certain areas, which was important to address for customer satisfaction and to enable their growth plans.
To better serve UK users, Technology1 asked Digital Product People to conduct a UX audit of the HR & Payroll product, with the the outcome to identify key areas for improvement and enhance the overall user experience.
Human Resources
B2B
SaaS product
Global
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The problem
There were two challenges to address:
Catering to a global market
With a desire to serve countries all over the world, it is important the product is relevant to different markets. With the products based on Australian locale, there was a lack of region-specific language which could lead to confusion and be a barrier to uptake.Usability of the product
A mixture of usability issues, friction points and a dated interface meant that the product wasn’t meeting user needs. With an ambitious timescale to address these issues, the team needed to a clear plan of action, quickly.
The objective
Create a clear plan ahead by:
Identifying a set of realistic incremental changes to improve the user experience and efficiency of the HR and Payroll product.
Creating a prioritised backlog of actionable improvements which can be implemented over a 6-12 month period - ranging from quick wins to bigger ticket changes.
Incorporating visual mockups and examples to articulate the changes.
The approach
Stakeholder sessions to align on the vision, define success and gather the team’s perspectives on the existing issues and feedback on the platform.
Mapped out the user flows with key stakeholders to understand the different use cases, user roles, permissions and states to be reviewed.
Undertook a Heuristic Evaluation following Jakob Nielson’s Usability Heuristics to audit the usability of the platform and workflows. This audit contains how to address any raised issues, along with good practice platform examples to visualise & articulate what good looks like.
Conducted user testing with 19 HRP customers over 7 days. Users shared their screens and performed tasks, talking us through their experiences, allowing us to understand their pain points, friction points and opportunities.
Created a meticulously organised insights repository empowering Technology1 teams to delve deeper into the insights and easily find data. The database will continue on as a live artefact that grows as future research is conducted.
Shared a list of actionable recommendations that would support the implementation both in the short as the long term. Where relevant, we shared visual examples to bring the recommendations to life.
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![Image of team on Google Meet call]()
The dream team working between Australia & UK
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![Screenshot of Figma user flows]()
User flows
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![Screenshot of a user research plan]()
User research plan
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![Screenshot of our user research insights]()
User research
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Heuristic evaluation
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![Picture of two people presenting in an office]()
In-person presentation of insights
The result
Our partnership had the following result:
21 ‘critical’ issues highlighted giving product teams a clear focus and priority.
Stakeholders were involved throughout the research process, becoming more knowledgeable about user-centric practices as a result.
Thorough understanding of what the product is doing well, and what the team’s focus and opportunities are for the future of the product.
Insights repository which can be referenced and re-used for future research, product decisions and priority sessions.
“Working with DPP was a positive experience for our cross-functional product team. Their UX audit combined detailed heuristic analysis and thoughtful user research, delivering practical and insightful outputs. Their approach enabled us to clearly identify and organise opportunities for enhancing our user experience, with the effort undertaken in a short amount of time and over the end of year period.
The team was professional, collaborative, and effective in communicating across time zones. I recommend DPP to any organisation seeking to improve their UX and user understanding.”
— Sophie Tobin-Webb, General Manager UX, Technology1, Australia
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