Introduction
A global marketing communications company. This organisation operates in over 110 countries and has a vast portfolio of agencies under its umbrella, spanning across various disciplines such as advertising, public relations, branding, digital, media, and research. The company has over 400 subsidiary companies.
The Challenge
With over 400 subsidiary companies, faces challenges in managing its complex IT estate. Integration and management of various systems and technologies across the agencies can be difficult. Additionally, the implementation of new solutions to over 100k employees can be complex, often leading to a less focused user experience and low employee engagement. One of the pilot programmes that the organisation is currently working on is the testing and scaling of a solution to streamline the device deployment experience for new and existing employees.
What I Did
Designed a research strategy to support the client team in capturing user experience and measuring it over time as the solution goes live. This included working closely with the design team to conduct testing sessions with employees, testing prototypes and ideas, and developing a service blueprint. Through this process, we were able to identify key areas for improvement and implement changes resulting in a more user-led experience design. I also conducted insight evaluation sessions with the client to translate insights into actionable items and drive continuous improvement.
Research Strategy
I joined forces with the client team to delve into their business objectives and values. We held a workshop to ensure everyone was on the same page. One of the biggest challenges was figuring out the recruitment criteria of a representative group of users for the pilot across multiple locations, to truly reflect the size and scope of the company. So, I collaborated closely with the client to refine the recruitment criteria, making sure we didn't miss a beat. And together, we successfully sourced a well-rounded group of participants to take part in the first round of the pilot.
Workshop ideation & prototyping
Usability testing
Translating Insights for continuous improvements
Collaborate with the team to define a continuous improvement approach.
Insight Evaluation: Collectively review user insights to and agree next steps
Pilot Service Design Blueprint & Roadmap
An iteration of the pilot Service Design Blueprint
An iteration of the Pilot roadmap
