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Ultimatix User Study

Introduction

TCS is a global organisation with 146 locations in 46 countries around the globe. Currently, 4,17,929 associates are working with TCS. Operations of this large-scale enterprise are handled by an enterprise application hub named Ultimatix. Ultimatix hosts 200+ applications like leave, helpdesk, tax & compensation, timesheet, appraisals, etc. 

With increased mobile usage among associates, TCS management felt the need for Mobile enterprise applications. To understand the current scenario, finding user requirements, and prioritising mobile enterprise applications, we undertook a user study for the Enterprise Mobility

Need for enterprise mobility

  • Companies are dependent on their employee's ability to access enterprise apps on their phone

  • Productivity is improved when companies provide mobile enterprise apps to their employees.

  • Proven ROI on enterprise mobile application

  • Increase in employee satisfaction 

  • Internal communication improved 

Process
1

Prepare a questionnaire

Prepare a basic questionnaire. The focus is on contextual, non-leading, open-ended questions

2

Pilot Interviews 

Invite a few users for pilot interviews and conduct a pilot study. Observe & analyse user responses and  improvise the questionnaire accordingly 

3

Recruitment & scheduling interviews

Get users with different role, age, experience, ultimatix usage, location, mobile-savvy etc. Extreme users can voice existing pain points. 

4

User Interviews

Conduct user interviews following the questionnaire and contextual inquiry. Take notes or record the interview session for analysis 

5

Analysis and affinity 

Collect all the user inputs and sort them into insights, design opportunities, design ideas, pain points, user statements, and artefacts.
Conduct affinity mapping to the group and categorize the above. 

6

Report

A report contains the summary of activity, consolidated user requirements, actionable insights, design suggestions, scope, and features.

Goal

  1. Collect information about the usage of Ultimatix services on mobile devices and identify patterns.

  2. Understand and collect user requirements, pain points, and design opportunities from a variety of users.

  3. Identify potential features/processes that can be optimised using mobile devices. 

Focus of interview

  1. What do users expect from ultimatix mobile apps/web?

  2. What are the functions that users want to access from mobile devices?

  3. What are the common problems that users face while using ultimatix services on mobile?

  4. Identify the scenarios and user stories that require ultimatix services to be accessed on mobile devices.

Locations
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  1. Pune, India

  2. Mumbai, India

  3. Indore, India 

  4. Trivandrum , India

5. Chennai, India

6. Tokyo, Japan

7. Sydney, Australia​

8. Brinsworth, UK 

 9. Frankfurt, Germany

10. Cape Town, South Africa

11. Buenos Aires, Argentina

12. Santiago, Chile

13. Quito,Ecuador

14. Guadalajara, Mexico

15. Santa Clara, US

16. Bentonville, US

Users

After careful observation of the target audience, scenarios and​ technical/security limitations in accessing Ultimatix, We categorised users into eight groups. We interviewed ten users from each group. 

  • Employees working on the client network

  • Employees in air gap offshore development centre

  • Freshers

  • HR, Infrastructure and admin

  • Marketing 

  • Employees assigned with a new role 

  • Non-India non-english speaking geographies

  • Supervisor and reviewer 

Methodology

Contextual inquiry and Affinity mapping 

Report content 

  1. User profile, demographics, experience in TCS, Ultimatix usage pattern.

  2. Frequently used applications/services/functions

  3. Awareness of applications/services/functions

  4. User pain points, improvement opportunities

  5. User behaviour and Usage patterns

  6. Direct design ideas 

Conclusion 

The study was conducted with 80 users around the globe. In the process of understanding the actual needs of the users from enterprise mobile apps/services, we uncovered the latent need for an overall redesign of Ultimatix enterprise applications. In the redesign process, we considered the requirement for responsive design. Now users access all the services through their phone browser and there are native applications for frequently used enterprise applications like communication, tracking, time-sheet, transport apps, etc. ​

Based on the report we suggested redesigning all enterprise applications with the help of a common design language to maintain consistency and standards. The idea was backed with facts and was well-received by management. Currently, the design language creation is underway to redesign Ultimatix. 

That's all about it! thank you

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