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Experience & Service Design


  • 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


  • 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


  • 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

Redefining Colleague Experience: List
As-Is Blueprint.png
Redefining Colleague Experience: Services
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