Background & PurposeDo they understand the concept of policy? Test terms and IA (relationships of labels and objects)
Do they understand the concept of eligibility groups? Test terms and concept. Do they see this as being NextGen? Test perception of basic aesthetic and technical aspects (need realistic look and feel). Does it seem to be proactive and trustworthy? Test perception (need realistic look and feel). |
Methodology
Using a talk out loud technique users
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Users Atlanta (5) Chicago (5)
- All current Workforce Now users - payroll focused with some HR & Benefits as well
- All described "Payroll Practicioners" as
- Hardworking
- Detail Oriented
- Change Averse
- Having an ability to communicate effectively and positively with all levels within their orginization
- Major Accounts clients ranging in size from 100 employees to maximum of 450
- All had experience with an ADP Implementation within the past 18 Months
- All had mixed feelings about the process
- Too much "data collection" vs. "validation"
- ADP Implementers sometimes lacked key knowledge and sometimes did not show best practices in communication
- Stated desire for clear expectations management and best practices sharing
- Viewed relationship with ADP positively
- Some concern expressed over service's trajectory when it comes to knowledge of service associates
- Excited to learn about "Next Gen"