Team Performance Central
I had the opportunity to design an actionable center for team leaders and higher managers, where they can track all of their employees and KPIs, take actions to motivate them and help them get better, compare, mark highlights, sort, save favorite views and more, and all from a single table.
So far, team leaders could access KPIs and user statuses by selecting “My Performance” from the side menu or by clicking on a specific KPI from the homepage. Upon selecting a KPI, they were directed to a dedicated page displaying that KPI (and any related ones), along with a list of relevant users. This page showed each user’s status and trend data, and offered to take actions such as initiating coaching, giving kudos, assigning missions, awarding badges, or sending evaluations.
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The previous flow and design
Selecting "Team performance" in the menu opens the full KPIs list
Selecting a certain KPI opens its dedicated page and displays the associated users list
We received a lot of feedbacks from team leaders indicating that the current experience makes it difficult to track employee statuses, compare different KPIs, and take actions. The main issue is the need to constantly switch between pages to access each KPI individually. This flow prevents them from getting a comprehensive overview or acting efficiently - they essentially have to “dig deep” to find the insights they need.
In addition, we aimed to expand the experience to higher-level managers who need a clear, high-level overview.
02
The problem
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Users interviews
To better understand their pain points and needs, we conducted interviews with 4 team leaders. We explored their daily workflows, the platforms they currently use to track employee KPIs, and how they handle situations where employees need support or deserve recognition. This approach helped us understand their expectations and struggles, and allowed us to craft a user-centered solution.
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Persona
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User goals
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Save time by accessing employee's performance in one place
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Identify gaps quickly and take relevant actions (Coaching / mission / evaluation)
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Recognize and reward top performers​
Goals
Company goals
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Improve employee engagement within the platform.
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Demonstrate impact and ROI
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Show that the new center helps improve employees' performance​
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Team leaders need to track dozens of KPIs across many employees, so we must provide a centralized solution that prevents constant back-and-forth - one place where they can view all the information they need.
The solution must be actionable, enabling team leaders to quickly respond to performance insights.
The solution should support team leaders' personal preferences so it aligns with their individual priorities.
Conclutions
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Team performance central - An actionable table for team leaders and higher managers, where they can track all of their employees and KPIs, take actions to motivate them and help them get better, compare, mark highlights, filter, sort, save personal views and more, and all from a single table.
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Remove the upper navigation bar to have more space, and move the game selection and gamification to the left menu, to make the navigation experience more simple.
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Responsiveness - The content is all over the screen.
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UI refresh - Theme color in the background, round corners, bright and clean header, using only three main colors.
The new flow and design
Subgroups of KPIs
In Centrical’s platform, it’s possible to define main KPIs along with 1st level of related KPIs and 2nd level of related KPIs. To effectively display all KPI hierarchies within the Team Performance Central table, I implemented an hierarchical grouping structure, which includes putting each group of KPIs in a frame with its title and collapse / expand button.
This allows KPIs to be organized under Main, First-Level Related, and Second-Level Related categories, with the ability to expand or collapse each group.
Filters that narrow content
Filters that reduce table content by KPIs, users, and time periods, with search functionality, to enable more focused and manageable data exploration.
Visually key performance indicators based on conditions like meeting target, missing target, insights and recent actions (e.g., Coaching, Evaluation and missions), helping team leaders spot what needs attention or recognition.
Highlights filter
Actionable user quick view & team quick view
On click, team leaders can see an actionable quick view of a user, that includes KPI status, trend, related missions, recent actions, and instantly take actions such as Coaching, give Kudos, award badge, evaluate or assign Missions.
Also, on click team leaders can see an actionable quick view of their whole team, displaying the team's average KPI status, performance trends, and the ability to drill down into individual users' quick views - including taking actions, just like the user quick view.
This is one of the key features of Team Performance Central, as it effectively "closes the loop" and enabling team leaders to manage everything directly from the table. As a result, there is no longer a need to navigate to a specific KPI page (which we removed).
Sorting
Sort KPI data by performance, with color-coded cells based on KPIs ranges, so you can instantly see who is succeeding, who is close, and who needs attention.
Managers of managers
After 1 year the team performance central launched, we decided also to allow managers of managers to use it, and for them we did a lot of improvements. We improved the navigation menu by removing the upper bar and allow more space, made the table responsive, allow to view flat list of users, only managers or all teams, and more.
Switch between different roles (My org / My teams / My game)
My views
Allows team leaders to create personalized views focused on specific KPIs and team members. Each view includes customization of filters, sorting and KPI display.
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Adding new views helps team leaders stay focused, organized and efficient, save mental energy and time by avoiding manual filtering every time they work in the Team Performance Central.​
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Before development:
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Usability testing with team leaders from contact centers and sales organizations, fixes and a 2nd round of usability testing.
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After development:
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Check for an increase in viewing users’ KPIs, including using actions such as sorting, filtering and creating views.
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Check for an increase in actions taken, such as Coaching, assigning missions, or Evaluations.
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Check the usage of the filters.
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Check the usage of the actionable quick views.
Checklist
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Team Performance Central impact
32%
increase in overall checking users' KPIs + extensive use of the filters, sorting and KPIs display.
27%
increase in viewing the actionable quick view comparing to the drill down page
18%
increase in actions taken, such as Coaching, assigning missions and Evaluations.
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Prototype
Try for yourself Team Performance Central prototype or watch the video that shows its capabilities.