UX Design

Enhancing employee relocation for BGRS

BGRS (now SIRVA BGRS) is a global leader in relocation and move services. They facilitate employee mobility globally, with 77 locations, servicing thousands of employees in over 190 countries.

client:

BGRS

category:

UX Design

tools:

Adobe XD, Miro

duration:

Jul 2021 - June 2022

challenge

BGRS needed to create a digital portal to better facilitate the relocation process
BGRS supports thousands of employee relocations each year. Currently, the process involved verifying personal information and a lengthy follow-up phone consultation. Our team comprising of a product owner, business analyst, and myself worked to develop a digital tool that could simplify this process and reduce consultant workload.

solution

We categorized sections and fields that satisfied the basic registration needs, and designed based on the minimum requirements
The updated online registration portal simplifies the current process for both volunteers and applicants. Our research allowed us to create a MVR (minimum viable record) of fields and information across all chapters, creating a starting point for a unified portal. We reorganized relevant sections and information into categories, reducing the information overload to users, while keeping steps to a minimum, to ensure completion.

understanding the user needs

Project success determined by three key requirements

Users needed visual progress to help guide them in the process.

Consultants needed this tool to alleviate their workload

Platform could handle robust content and be easily updated.

key insights

One-on-one relocation support was proving unfeasible - we needed a scalable solution
The effort of individual consultation calls was a major frustration for both the consultants and our customers. We discovered key elements in the process that could be organized and built into digital modules - reducing workload for consultants. Additionally, we learned that customers valued a concrete journey - from beginning to end, something which was difficult to demonstrate via phone and emails

ideation

Users struggled with the length and complexity of registration
We proposed a digital hub that contained learning modules and updated destination information. We wanted to create a tangible experience that could measure progress and create excitement for the user as they progressed.

design updates

Utilizing our current flow, we took notes and analyzed the pain points for each step, marking down the biggest problem areas. Our focus lay on pages with high density information, and commonly reported user errors.

What was updated?

The digital platform replaces consultant follow-ups and provides a clear starting point for a self-serve relocation experience

‍

Main Hub

After entering personal information, users would be directed to hub containing different relocation categories.

What was updated?

Learning modules with relevant content could be toggled and edited according to the specific customer's needs

‍

Learning Hub

Each completed learning module provides users with a tangible measure of progress and covers the most common relocation topics

result

outcomes of a successful redesign

Meeting metrics and goals

All major stakeholders satisfied with updated design and platform

Decreased onboarding

Trials showed a 60% decrease in onboarding time with consultants

Simpler content updates

Content could be edited easily, allowing for current information

takeaways

The relocation tool project was well received from the consultants and executives in the BGRS relocation division. Consultants were pleased to see that the relocation tool could offset the load of their consultation calls, leaving them more time to focus on complex customer needs.

User testing with secondary users
‍BGRS customers weren't readily available to interview, so I utilized the knowledge of consultants to build a model of both experiences.

Gamifying learning
‍This project provided insight on creating an enjoyable and concise learning experience for a content heavy process.

Pitching to higher ups
‍With thousands of users, I learned to defend design decisions and make a case for the technical and financial feasibility of our choices.

other work

UX Design
Portal improvement for Special Olympics Canada
Web Design
Web design for Micro Engineering Tech Inc.