Roll Call 2.0
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 and site architecture and a lack of meaningful content. User frustration was high and vocally expressed through social media, the help desk, and e-mails.
Though hired initially as a volunteer engagement associate, I took on the challenge of improving the user experience of Roll Call. The team composed of myself and a junior freelance developer.
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.
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. Users were expecting better onboarding as well as directions to what they could do in the organization.
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.
Design System and Prototyping
This was one of my first experiences with visual design. With no background in visual design, but having intensively studied Frost's Atomic Design theory, I created a rudimentary design system using our marketing brand guide and reverse engineering html components from our main website. The system made it easier for the developer and I to quickly build out HTML prototypes and create visual consistency throughout Roll Call.
New Information architecture including new site map, new security permissions, as well as a content inventory with documentation.
Discovered the goal and needs of users for the volunteer management system and created new content to facilitate their journeys.
Different landing pages for each persona with continued testing and iterations.
Unique page views for training increased from 300-500% with 40% of traffic from new pages.
Increase in unique training page views