From USMC to UX
Jonathan Chin
iPhones_X_VMS_2.png

Roll Call 2.0

Redesigning the digital experience for Team Rubicon volunteers from IA to UI

 

Roll Call 2.0

Challenge
Nov 2016 - Feb 2017

In 2014, Team Rubicon used Cornerstone OnDemand (CSOD) as a makeshift Volunteer Management System (VMS) known as Roll Call. 

Two years later, the system had a number of disparate visual styles in addition to an undocumented and unregulated taxonomy. Volunteer user frustration was high and vocally expressed through social media and e-mails to the team.

The organization tasked me with updating the information architecture as well user experience and UI update of Roll Call. The team composed of myself and a junior freelance developer.

 

Roll Call 2.0 Home Page

 

Method

Information Architecture

The first step was to audit the current information architecture, including the site map, taxonomy, and security. Part of the process also included creating a content inventory of our curriculum, capabilities, and other products.

I conducted remote user interviews to understand how volunteers and volunteer leaders interacted with Roll Call in its current state.

Example of new IA

Remote user interview with volunteer

User Insight: What Now?

From after signing up to after training to even after an operation, volunteers find the experience halting and disjointed, constantly asking themselves, “What Now?” The only way to reliably continue participation in the organization is to have a human was able to guide them, either by helping them navigate the VMS or telling them about potential opportunities.

Personas and User Journey

Using previous market research data, our user base was roughly broken into three segments: new volunteers, fully trained volunteers, and volunteer leaders.

With in-house data and user interviews, we were also able to create 6 personas. Those personas combined with user journeys helped with the creation and design of new landing pages and revised content management.

Personas made using Xtensio

Volunteer Leader Home Page Wireframe

Design System and Prototyping

Because we didn't have designer support, I broke down our main website, utilizing Frost's Atomic Design theory to create a rough design system. The system made it easier for the developer and I to quickly build out HTML prototypes.

Results

New Information architecture established with more efficient taxonomy and navigation

Different landing pages for specific segments with continued testing and iterations

Unique page views for training increased from 300-500% with 40% of traffic from new pages and improved navigation

10+

New pages

15

Interviews

397%

Increase in unique training page views