As a human capital management platform, HRlab offers a variety of functions and use cases that vary with the role of the user (HR manager, employee, etc.). The resulting complexity leads, especially in the first-time uses of the product, to various requests for understanding and support that HRlab was looking for to resolve in the best possible way. A classical but costly solution is to hire more support staff. However, especially young companies, such as HRlab, have limited resources. Therefore, they were looking for a cost-effective alternative that would make it possible to take users directly by the hand and guide them through the processes specific to their user role. The goal was to ensure a full understanding and to allow the user to use HRlab effectively. After they decided to use Userlane, the complexity of the application was reduced, the usability of the product was optimized and the number of support inquiries was kept low just from the start.
1. Target group specific onboarding and optimization of the usability
Depending on which role a user gets assigned to at HRlab, the processes the user goes through typically vary. Right from the beginning, HRlab insisted on guiding the user through the most important processes in accordance with his role and on onboarding each person adequately. In this way, they focused on simplifying the use of a generally complex application as much as possible and on optimizing the usability.
2. Reduce support costs
The complexity resulting from a large number of functions is associated with an increased number of customer inquiries, especially in the first-time usage of the product. The recruitment of appropriate personnel is characterized by a high-cost intensity. Due to the low resources of young companies, HRlab was anxious to find a way to keep customer inquiries and the corresponding support costs low from the beginning and to comprehensively cover FAQ topics.
Userlane offers HRlab many opportunities to digitally control and guide its customers in using their product. In particular, the possibility of segmenting individual customer groups represents a significant added value for HRlab. This allows HRlab to map its complete user guidance efficiently and to be able to personally approach users.
In addition, it is obvious to HRlab that Userlane offers exactly what many software solutions and companies lack: the ability to guide users through the "jungle of functionalities", to reduce complexity and thus to implement their motto "easy & smart" ,
Thus, Userlane enables HRlab to efficiently handle all its support and FAQ topics, reducing complexity and thereby significantly improving usability. At the same time, HRlab emphasizes that the learning effect achieved by the interactive userlane tours is much more valuable for users compared to simply answering their questions.