Evaluating the ongoing return on investment in User Experience improvements in business critical applications used by employees at Glaxosmithkline

GlaxoSmithKline had 42 applications meant to provide a vast variety of services to its employees. 

These applications included Continuity Planning and Pharmaceutical Tools which were used to fulfill various capabilities.  The applications had undergone a series of experience optimization and there was a need to evaluate outcomes. This was done through user research conducted over a period of 2 years. 

• Working as an extension of the core team, research was structured, executed, analyzed and presented over a series of studies

  
  

• Performed heuristic reviews to identify alignment with best practices ahead of conducting usability testing

  
  

• Developed study plans, test protocols, data logging and analysis and recommendations for over 20 studies

Reduced task time

Decreased time to find 8 key self-service applications by 65%

Improved performance

Reduced load time from 4 to 1.2 seconds 

Improved rating

Increased Nielsen Norman Usability Intranet Design Annual ranking from 27th to 11th place.