In a Nutshell
With the aim of enhancing the IT experience for employees at a major North American food company, I set out to understand the different employee profiles and specific IT needs. This resulted in design artifacts like personas and employee journeys to drive key improvements in employee experience.
With the aim of enhancing the IT experience for employees at a major North American food company, I set out to understand the different employee profiles and specific IT needs. This resulted in design artifacts like personas and employee journeys to drive key improvements in employee experience.
The Challenge
IT support is seen as a villain by most employees. My challenge was to transform this perception and make IT support a valuable asset, using human-centred design to create the guidelines for IT support service that prioritises employee experience.
IT support is seen as a villain by most employees. My challenge was to transform this perception and make IT support a valuable asset, using human-centred design to create the guidelines for IT support service that prioritises employee experience.
My Approach
To tackle this challenge I led a design and research work, collaborating with the IT delivery team to:
To tackle this challenge I led a design and research work, collaborating with the IT delivery team to:
>Run collaborative workshops with IT leadership to define business vision, experience evaluation metrics and employee groups (personas),
> Conduct focus groups and interviews with different employee groups, of different work sites and geographies, to understand their biggest needs and pain points,
> Generate design artifacts such as employee personas, service blueprints and roadmap for transformation initiatives,
> Coordinate the delivery of initiatives, such as new channels, new products and trainings.
> Conduct focus groups and interviews with different employee groups, of different work sites and geographies, to understand their biggest needs and pain points,
> Generate design artifacts such as employee personas, service blueprints and roadmap for transformation initiatives,
> Coordinate the delivery of initiatives, such as new channels, new products and trainings.
The Impact
The implementation of the new employee-centric IT service not only reduced operational costs but also significantly improved employee satisfaction. By placing employees at the center of IT support initiatives, we not only addressed their needs more effectively but also transformed IT into a valuable contributor to overall employee experience.
The implementation of the new employee-centric IT service not only reduced operational costs but also significantly improved employee satisfaction. By placing employees at the center of IT support initiatives, we not only addressed their needs more effectively but also transformed IT into a valuable contributor to overall employee experience.
