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Diving into the employee experience

Conducted foundational research to enhance product owners' understanding of diverse employee needs, minimizing support issues, and optimizing the overall employee experience at a financial services organization

Background

A financial organization with 50,000+ employees sought to boost productivity, reduce support ticket volume, and align product solutions with user needs.
METHODS USED
User Interviews, focus groups, alignment workshops
INDUSTRY
Financial Services

Business Goals

  • Identify the objectives, unique needs, and challenges prevalent among varied job families throughout the organization.
  • Provide comprehensive insights to product owners regarding the multifaceted needs of employees across the organization, ensuring the avoidance of a one-size-fits-all approach in solution development.

The Process

Developled the strategy to gather the data, identify patterns, determine persona groupings, and socialize the study outcomes:
  • Worked with the organization to identify their goals for creating personas.
  • Identified user interviews as the method to gather all the data.
  • Conducted 140 hours of individual and group interviews, guiding users through diverse activities to gain insights into their daily workflows. Subsequently, organized, quantified, and grouped the collected data to extract themes and trends.
  • Developed personas and journey maps that featured goals, need, the journey of an employee throughout their day, pain points, and tools and devices frequently used per job family.
  • Developed a socialization plan targeting product owners to create persona awareness, the ROI, and how to use them.

The Outcome

This project resulted in the creation of 4 persona segments that represented 4 types of job families. The creation of these personas resulted in the following:
  • Influenced a pivotal strategic shift in product development, shaping a device management strategy centered around employees' 'work lifestyle.' This approach aimed to identify devices most suitable for individuals based on their specific job roles.
  • Influenced the enterprise employee solutions organization's product strategy by promoting the widespread adoption of personas among product owners. This served as a guiding framework to develop solutions aligned with user needs.
  • Elevated the status of user research as a function by increasing interest in user research by product owners.
  • Prompted further research, cross-department collaboration, and increased stakeholders exposure to employee needs. This led to interest from other enterprise departments to use personas to better understand the needs of employees.
Persona segments across job families
Admin persona sample
Product owner package with persona material
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