ADP Mobile

Hourly workers were dropping off ADP Mobile. The obvious answer was bad design. The real answer was harder — and more interesting. Mixed-methods research across 120+ participants reframed the problem entirely, turning a UX question into a product strategy opportunity.

Client

ADP

HCM Mobile App

My Role

UX Researcher

Mixed Methods

Duration

5 months

2025

Inputs

Research Design

Research Design

Survey Design
Interviews
Interviews
Usability Testing

120+ survey responses + 40 interviews across discovery and usability tests. Developed to uncover user's preferences for personalization.

Synthesis

Synthesis

Affinity Mapping
Thematic Analysis
Thematic Analysis
Thematic Analysis
Persona
Persona

Identified patterns across two user groups (hourly + salaried) with conflicting mental models. Uncovered key accessibility needs in prototypes.

Influence

Stakeholder Communication
Product Requirements

Translated findings into actionable direction for a sponsored academic-industry partnership. Delivered implications report that influenced FY26 strategy.

Insight

Hourly workers weren't disengaged because the app was hard to use — they were disengaged because it never felt relevant to them. Every interaction was transactional; none reflected what they actually valued about their work.

Insight

Hourly workers weren't disengaged because the app was hard to use — they were disengaged because it never felt relevant to them. Every interaction was transactional; none reflected what they actually valued about their work.

OUTCOME

Reframed the engagement problem from a usability issue to a personalization gap — delivering research implications that centered hourly worker identity and value in ADP's FY26 product strategy.

full case study → on request

↗