Malvin Yeung
Background
Cases are meant to document employee HR requests and interactions over time and, eventually, make it easier for team members to resolve complicated HR related issues Facebook employees face. Today, cases serve as a means of capturing the request and interactions but system and process limitations are preventing scaling a case management system for all Facebook employees.
A new case intake experience is to improve the current internal help support to make it more user centric, personalized, and guided.
Problem
Today, the case management will not scale as-is. The process is handled over email and is very manual. Lack of transparency into the process for the employee leads to redundant and, oftentimes, needless cases being created. The inability to track cases at the right level of detail also leads to the need for manual triage and prevents the ability to tie related cases together, requiring all cases to be handled independently. In addition to these inefficiencies, the email channel also creates compliance risk as there is no way to ensure that employees are taking the proper steps to secure sensitive information in a compliant manner.
What does success look like?
QUANTITATIVE
- Deflection — success rate for deflection between 40-50% of questions that come from Intake Form
- Decrease time to resolution (better user experience and increased agent capacity)
QUALITATIVE
- Decrease duration for employees to solve their issues
- Eliminate employee frustration in the time it takes to receive an answer
- Deflect employees from submitting a case by surfacing relevant information from people portal content without the need of an agent
Hypothesis
- By routing users to a central location where they can submit and view their open cases, this will eliminate the lack of transparency and reduce redundancy.
- By surfacing relevant FAQs from a few user selections before they submit a case, not only do we provide employees with a better experience by providing quick answers to general questions, but we reduce the amount of unnecessary created cases.
Design Overview
Auto Reply Email — notifies employees that emailing peeps@ or other aliases will not open a case, and guides them to submit through the help center on the People Portal site.
Case Type Selection — the first page of the intake experience. Gathers high level data from the employee selection so we can suggest relevant answers or content.
Program Selection — narrows down the employee's search so we can give the most relevant information before they reach the case submission form.
Results Page (Deflection) — shows relevant FAQs and vendor contact information which could solve the issue before opening a case, reducing unnecessary cases.
Case Submission — opens a case and captures required information from the employee in order to address their issue.