Crafting the future of our agents’ working environment.
Shaping an organization through human centered design and destination state vision.
With Covid forcing everyone home, including our call centers, Card Operations leaders approached my team to develop an end to end employee experience that demonstrated how we might maintain our exceptional culture, provide flexibility in scheduling and career growth, and have a secure environment for agents to permanently work at home.
Setting up for Success
Many of our Operations & HR leaders were still new to design thinking and taking a human centered approach to strategies outside of digital software, my team stepped in to lead the way.
Partnering with my leadership I secured additional design strategy support and formed a cross-discipline design team to tackle the objective. I partnered with the team to develop a plan for discovery and delivery that included internal and external research, stakeholder and associate interviews, organizational wide surveys, and cross-functional working sessions with leaders, managers, and agents.
Along the way I supported the team by joining working sessions when they were stuck, moving blockers out of the way, connecting them with partners, and scheduling opportunities for them to share their work with leaders.
Impact Beyond Expectation
The output, which included Research Insights, Recommendations, and Experience Concepts, was extremely well received by leaders across Card Operations.
It was a critical part of the decision making process that ultimately moved our call center agents home permanently, freeing up operational costs for the company and providing a flexible work environment for our agents.
The insights surfaced by the research, combined with the human-centered approach to the employee experience shifted even our most legacy minded partners to believe in the value design can bring.
The work has been shared across the enterprise as a guiding light for W@H & employee experience strategies.
Unfortunately due to confidentiality agreements I’m unable to share specific details or artifacts but am more than happy to discuss those details in person/virtually.
