Optimising Rocketeers Internal Communication

Involvement

Leadership
Design Management
UX and UI Design

Organization

ServiceRocket

Summary

Through a user-centered design approach and data-driven decision-making, I led a cross-functional team to revitalize Rocketeer Hub, resulting in significant improvements in user engagement, navigation, search functionality, and overall satisfaction.

4x

increase in general key metrics

15%

increase in general consensus

Rocketeer Hub, while intended to streamline communication, was failing to meet the needs of our growing team. To understand the extent of the problem, I initiated a comprehensive pre-study survey with 27 Rocketeers. This survey employed a mixed-methods approach, combining quantitative and qualitative data to gain a holistic understanding of user experiences and pain points.

Communicating in Siloes

Rocketeer Hub, while intended to streamline communication, was failing to meet the needs of our growing team. To understand the extent of the problem, I initiated a comprehensive pre-study survey with 27 Rocketeers. This survey employed a mixed-methods approach, combining quantitative and qualitative data to gain a holistic understanding of user experiences and pain points.

Quantitative data was collected through online surveys, focusing on key metrics such as frequency of use, ease of navigation, and overall satisfaction with Rocketeer Hub. This data allowed me to pinpoint areas for improvement and establish a baseline for measuring the impact of the redesign.

Qualitative data was gathered through open-ended questions, providing Rocketeers with a platform to express their experiences, challenges, and suggestions for improvement in their own words. This qualitative data added depth and context to the quantitative findings, revealing the "why" behind user behaviors and frustrations.

Low interest

Rocketeers did not perceive the Rocketeer Hub as a valuable resource, resulting in low visitation rates.

Unreliable information

Rocketeers considered the information to be a hindrance rather than a help to their productivity.

Duplicated information

Rocketeers perceived a problematic overlap of information across multiple platforms, leading to inefficiencies.

The survey results painted a clear picture

Rocketeer Hub was a confusing platform with poor navigation, a lack of clarity in information, and an inefficient search function.

37%

Found Rocketeer Hub difficult to navigate

41%

Weren't able to find the information they needed quickly

33%

Dissatisfied on overall

Taking the Lead

Recognizing the urgent need for change, I took the initiative to assemble and lead a cross-functional team of designers, developers, and communication specialists. My leadership focused on fostering a collaborative and user-centered approach, ensuring that every decision was driven by data and a deep understanding of Rocketeer needs.

I facilitated brainstorming sessions, encouraging team members to think outside the box and challenge conventional approaches. I also emphasized the importance of clear communication and transparency, ensuring that everyone was aligned on project goals and progress.

Strategic Focus

Based on the survey findings, I directed the team's efforts towards three key areas:

Navigation

We redesigned the navigation system with a focus on clarity and intuitiveness. We implemented clear labels and section headings, ensuring that users could easily find the information they needed.

Search

We overhauled the search function, making it more accurate and relevant. We also introduced advanced search filters, allowing users to refine their searches and quickly locate specific information.

Content

We reorganized and streamlined the content, making it more concise and accessible. We introduced clear headings, subheadings, and visual cues to improve readability and comprehension.

Empowering the Team

Throughout the redesign process, I prioritized empowering my team members. I delegated responsibilities based on individual strengths and expertise, fostering a sense of ownership and accountability. I also provided regular feedback and guidance, ensuring that everyone felt supported and valued.

I encouraged open communication and created a safe space for team members to share ideas, concerns, and challenges. I believe that a collaborative and inclusive environment fosters creativity and innovation.

Measuring Success

To ensure the success of the redesigned Rocketeer Hub, I led the team in tracking key metrics such as page views, clicks, and unique visitors to monitor platform usage and identify areas for improvement. This data-driven approach allowed us to assess the impact of our changes and continuously optimize the user experience.

After the redesign, we saw a big jump in how many people used Rocketeer Hub. This shows that the redesign was successful in getting people interested and using the platform more.

4.5x

Increase in page views

4.2x

Increase in number of clicks

5.5x

Increase in number of visitors

Furthermore, I conducted a post-study survey with 20 Rocketeers to gather feedback on the redesigned platform. The results were overwhelmingly positive, with significant improvements in key areas:

from 63% to

75%

Ease of navigation

from 59% to

75%

Ease of finding information quickly

from 67% to

85%

Overall satisfaction

These improvements showcased the success of our user-centered design approach and data-driven decision-making. The increased engagement metrics further validated the positive impact of the redesign on user experience and platform adoption.

Key Takeaways

Leadership is about empowering others

By fostering a collaborative and inclusive environment, I was able to bring out the best in my team and achieve outstanding results.

Data-driven decisions are crucial

The pre-study and post-study surveys, along with engagement metrics, provided valuable insights that guided our design decisions and allowed us to measure the impact of our work.

Continuous improvement is essential

We will continue to monitor Rocketeer Hub's usability and user experience, making improvements as needed to ensure that it remains a valuable tool for our team.

A Journey of Transformation

Looking back, the Rocketeer Hub redesign was more than just a project; it was a journey of transformation. It was about listening to our users, understanding their needs, and empowering a team to create a solution that truly made a difference.

This project has not only enhanced our communication infrastructure but has also instilled a culture of user-centered design and data-driven decision-making. It's a testament to the power of leadership, teamwork, and a commitment to excellence. As we continue to evolve and grow, I'm confident that Rocketeer Hub will remain a vital tool in empowering our team to achieve great things.