Impact Study: Colleague Experience (CX) Personas, Journey Mapping, and Service Blueprinting

A client needed a rich set of data-driven personas and journeys defined for its employees to inform the company’s technology and HR strategies.

Client: Fortune 500 Tech Company
Industry: Technology
Sponsor: SVP Colleague Technology
Locale: US

The Challenge

A company wanted to improve its employee technology experience, but to do that it needed to understand its employees real wants, needs, and pain points were with respect to its technology.

What role did technology play (or not play) in their day-to-day job? In what ways was it a limiter vs. an accelerator? Were the employees equipped with the right technology, at the right time, in order to be productive?

Understanding the employee needs, habits, and journeys was critical to informing the company’s technology strategy.

Engagement Description

We conducted an 8-week effort to research, identify, analyze, and produce a set of employee personas and journeys to inform an employee tech strategy and roadmap. Our team conducted direct interviews with representative employees across the client, held focus group-like workshops, and tapped into HR data sets, to produce a rich set of distinguishing traits, needs, habits, and demographics to inform these valuable artifacts.

Outcomes Delivered

Employee personas.
We were able to group employees into one of eight (8) personas, pulling together a “day in the life” narratives, tech “toolbox” requirements, relevant demographics, and employment info (e.g., tenure at the company), obstacles & opportunities. These provided the clearest picture yet of the consumer of technology and the technological needs of the company’s workforce.

Key employee journeys.
For a prioritized set of personas, we then designed three (3) future state employee journeys that pinpoint areas of technology pain (and opportunities to delight) across common employee experiences.

An informed strategy.
These CX artifacts proved invaluable in informing colleague experience management direction and setting prioritization for planned investments in employee technologies and capabilities in the coming year.

Improved Readiness for COVID.
When the pandemic hit, the company already had the plan in place; they just needed to accelerate it their delivery roadmap to meet rapidly changing needs of their employees.