REDEFINING COLLEAGUE EXPERIENCE
Experience & Service Design
CLIENT BRIEF
To design a future Colleague Experience for a HR function (across resourcing, employee relations and learning/ culture/ leadership services) of a British multinational investment bank
Ensure Colleague Experience of future state is aligned to agreed future state HR service levels
Deliverables include Service Blueprints, HR Service Delivery Design and HR Service Roadmap
METHODOLOGY
Introduced Service Design methodologies, templates to capture current and design future Colleague Experience
Synthesised existing info and documentation (policies, processes, UX research, etc.)
Conducted future state workshops across business lines, services and countries/ regions
Researched technologies, data and analytics that could uplift the future state
Developed future state Service Operating Model taking into account all service-related activities and metrics
OUTCOME & RESULT
Designed and developed 10 As-Is and 9 To-Be Service Blueprints
Worked with Senior Stakeholders (Directors and above) to review and sign-off current and future blueprints
Developed Service Operating Model, and a roadmap for implementation of agreed future state
Converted to-be blueprints into user stories, forming part of Development Team’s product backlog
