role

Lead designer

TIMELINE

Summer 2022 - 12 weeks

SKILLS

Product thinking, User research, Interaction design, Visual design

TOOLS

Figma

The Problem

BUSINESS

• XX,XXX employees not compliant with the photo policy = ~X% of Meta employee population

• Employees who access Meta facilities without a photo-on-file pose general access vulnerability/risk

• Badging team short-staffed, thus unable to effectively reduce backlog of outstanding employee photos

PEOPLE

• Lack of motivation due to time-consuming process and lack of photo importance awareness

• Difficulty in scheduling time between the badging officer and employee

• Time consumed for a photo capture (setup constraints like background, lighting, connection, etc.)

• Long wait queue for employees = hours waiting for a photo to be taken

• Employees don’t know their position in the queue
  

The goal of this project is to streamline the badge photo-taking process, improve user experience, and increase the number of employees who have photo badges.

Research

Product Audit: Led work to understand and document the current photo submission and approval process by collaborating with UX Research. Learned about any anticipated gaps and opportunities to simplify and improve the experience.

Design Synthesis & Brief: Developed a high-level plan outlining a proposal for the new user journey of enabling badge photo submission and approval or rejection on Badge Activation (Meta Badging tool).

Collaboration with XFNs (Cross-Functional Partners): Worked with Engineering and PM (Project Managers) to ensure designs aligned with business requirements and engineering criteria. Made sure to capture all use cases and share my ideas with the team early in the process.

Initial Design Iterations

I explored and tested different user journeys before selecting the final design.

I stayed open-minded when designing solutions and received constant feedback from XFNs during design walkthroughs. With my software background, I could better understand the engineers’ perspectives on the implementation of the my product design.

Final Design

Hi-fi Prototyping:

• Narrowed down options by weighing out rationales and feedback from Engineering and Business and cater to future implementation criteria.

• Creating working prototype aligning with the XDS design system (A Meta design system).

Polishing Prototype:

• Started wrapping up the design and focused on fixing small details, and file clean-up.

Entry Points: Notifications

Before accessing the portal, I considered multiple entry points. An employee can either access the portal directly or be led there by notifications. Employees who do not have a badge photo receive weekly notifications through Work Chat (internal Facebook tool for Meta employees) or Email, creating an incentive for employees to complete this task.

Navigation: Remote vs In Person

Next, when the user lands on the portal, the employee is asked about their working situation: remote or in person, and when they are coming in. Satisfies business needs of knowing when employees are coming in and prioritization.
In addition, the employee informed that their ID will be verified upon Badge pick-up to let them know that this is a serious business policy and ensure legitimacy of photos.

Upload Photo

• Upload allows the employee to pull a photo from whichever source they prefer whether it’s Cloud applications like Google Drive and DropBox or Desktop.

• They also can choose/remove a photo as many times as they feel like until they have a photo they are satisfied with to submit

• This reduces the traffic between the security officer and employee and gives employees freedom and incentive to submit a badge photo at their own pace

Capture Photo

In case the employee doesn’t have a badge photo on hand yet, I provided an option for the employee to take a badge photo. By making it self-serve, the employee can take that photo as many times as they feel until they are satisfied with it, reducing traffic. In addition, the employee is able to see the list of badge photo qualifications to keep in mind

Qualifications and Submitting Process

• Before submitting, the employee is able to see what their badge photo would look like with the blue background and make any adjustments if needed until they are satisfied. This eliminates the back and forth between the badge officer and employee making the process more efficient.

• The checklist also allows the employee to make sure they are fulfilling the requirements, saving time on the badge officer’s end.

Badge Photo Status & Pickup

Introducing the stepper tool allows employees to check if their badge photo was uploaded and track their badge photo status. They are notified when their photo is ready and able to confirm pickup details.

Approval

Allows badging officer to approve a badge photo efficiently and move through photos easily.

Rejection

For the rejection, badging officers can open the photo on max view and provide feedback on what qualifications are missing from the photo which gets passed to the employee. This establishes simple communication on what is missing and reduces back and forth traffic.

Power Search

Badging officers are able to use the Power Search tool and look up employees through relevant details

Issue, Extend, Disable Badge

Badging officers can perform badge activities efficiently in one place

View History & Detailed View

Badging officers are able to access employee information easily

Work Chat, Email, and Duo

Allow badging officers to authenticate employees through multiple platforms

The second project was introducing badge verification where officers could authenticate employees through multiple platforms like workchat, email, and duo

Thank you

To my manager, Jagruti Kapadia for your constant support and mentorship; the Safety Space team for creating an environment where I could grow as a designer; to my XFN team for helping me and providing diverse feedback where I learned the importance of cross-team collaboration; and everyone who was a part of this journey and made this internship special.