Custom system supports employees and business goals

Macy’s Digital Employee Handbook ensures employees always have the information they need, while reducing administrative burden.

Challenge

With approximately 125,000 employees across stores, distribution centers, call centers and corporate offices, Macy's faced an immense communications challenge in getting the right information to the right people at the right time, while keeping costs streamlined. Making sure specific information was accessible to specific employees added to the complexity.

The company had migrated its associate handbook and policies to an online system, but it was difficult for users to find information, and it was equally challenging and time-consuming to manage. Finally, it lacked a way for the legal team to quickly determine what policy was in place for any given employee type – a critical information need.

User engagement was low, though paradoxically the site was available on the public internet and regularly appeared in search engine results.

Services:

User experience planning & user interface design Information architecture development Responsive website design & development Custom application development Data architecture & systems integration Ongoing maintenance & support Custom illustration

Macy’s Digital Employee Handbook ensures employees always have the information they need, while reducing administrative burden.

Services:

User experience planning & user interface design Information architecture development Responsive website design & development Custom application development Data architecture & systems integration Ongoing maintenance & support Custom illustration

Challenge

With approximately 125,000 employees across stores, distribution centers, call centers and corporate offices, Macy's faced an immense communications challenge in getting the right information to the right people at the right time, while keeping costs streamlined. Making sure specific information was accessible to specific employees added to the complexity.

The company had migrated its associate handbook and policies to an online system, but it was difficult for users to find information, and it was equally challenging and time-consuming to manage. Finally, it lacked a way for the legal team to quickly determine what policy was in place for any given employee type – a critical information need.

User engagement was low, though paradoxically the site was available on the public internet and regularly appeared in search engine results.

Various screens of Macy's EMAG and Bloomingdale's EBAG

Strategy

Macy's partnered with Sanger & Eby to develop a detailed understanding of the business rules that would drive the new administrative system. We utilized Axure R/P for rapid prototyping – outlining screens, user flows and functionality as clickable mockups – to allow the client team to experience the application flow and ensure both business and user requirements were met.

Screens of the administrative backend of the system

New site architecture and design organized information into an intuitive structure making it easy for users to find what they are looking for. Users log in via an employee identification number, which ensures only relevant information is displayed – eliminating confusion and complexity and increasing employee confidence and engagement. A new content management system (CMS) enabled the Macy's team to easily and effectively manage and update content.

To further deepen engagement and add a bit of fun, we replaced complex, outdated animations with a series of custom illustrations for “Maggie”, the site’s digital guide.

New data management and reporting capabilities enable Macy's to easily see what policies were in place on any given date, as well as the last time the policy was accessed. This made it easy to provide critical information to Macy’s legal team on the spot.

Five versions of Maggie, the website's virtual guide

Tech stack

The following languages and platforms were used to bring this project to life:

ASP.Net

.NET MVC

Microsoft SQL Server

HTML5/CSS

Bootstrap

JQuery

JQuery UI

SAML2.0 Single Sign On (SSO)

Integration with legacy Sharepoint intranet

Results

Sanger & Eby created a custom system to solve Macy’s challenges, deepen employee engagement, increase efficiency and reduce costs. Now, Macy's employees have secure access to information and policies that are relevant to them, reducing confusion, increasing compliance and driving higher employee satisfaction.

System administrators saw dramatic improvements in efficiency and productivity, and can rapidly provide critical information to Macy's legal counsel. The system was so successful it was rolled out to Bloomingdale’s as well, where it has produced similar strong results.

 

Do you need help communicating multiple policies and procedures to employees? Let’s talk!