Future of Enterprise Services in Orgazon*
Future of Enterprise Services in Orgazon*
Future of Enterprise Services in Orgazon*
Transforming how employees interact with enterprise services in Orgazon, making their experience more seamless and efficient than ever before.
Transforming how employees interact with enterprise services in Orgazon, making their experience more seamless and efficient than ever before.
Transforming how employees interact with enterprise services in Orgazon, making their experience more seamless and efficient than ever before.
*The name has been altered for confidentiality purposes.
*The name has been altered for confidentiality purposes.
*The name has been altered for confidentiality purposes.
MY ROLE
MY ROLE
MY ROLE
As a service designer on this 2-phase project, I was responsible for conducting in-depth research, defining a future strategic vision, and designing the employee off-boarding experience at Orgazon.
As a service designer on this 2-phase project, I was responsible for conducting in-depth research, defining a future strategic vision, and designing the employee off-boarding experience at Orgazon.
As a service designer on this 2-phase project, I was responsible for conducting in-depth research, defining a future strategic vision, and designing the employee off-boarding experience at Orgazon.
THE TEAM
THE TEAM
THE TEAM
Service Designer (me),
Service Design Lead,
Service Design Manager,
and User Researcher
Service Designer (me),
Service Design Lead,
Service Design Manager,
and User Researcher
Service Designer (me), Service Design Lead, Service Design Manager, and User Researcher
SKILLS
SKILLS
SKILLS
User Research
Service Design
Design Strategy
User Research
Service Design
Design Strategy
User Research, Service Design, Design Strategy
TIMELINE
TIMELINE
TIMELINE
Feb 2024 - May 2024
12 Weeks
Feb 2024 - May 2024
12 Weeks
Feb 2024 - May 2024, 12 Weeks
Project Overview
Project Overview
Orgazon & Co. is an American pharmaceutical company, that focuses on innovation in women’s health. It’s Global Business Services (GBS) recognized the need to enhance its capabilities in critical internal areas- like service management and workflow enablement, by leveraging ServiceNow.
Orgazon & Co. is an American pharmaceutical company, that focuses on innovation in women’s health. It’s Global Business Services (GBS) recognized the need to enhance its capabilities in critical internal areas- like service management and workflow enablement, by leveraging ServiceNow.
Orgazon & Co. is an American pharmaceutical company, that focuses on innovation in women’s health. It’s Global Business Services (GBS) recognized the need to enhance its capabilities in critical internal areas- like service management and workflow enablement, by leveraging ServiceNow.
OKAY, BUT WHAT ARE THESE ENTERPRISE SERVICES?
OKAY, BUT WHAT ARE THESE ENTERPRISE SERVICES?
🔧
🔧
I need help with something
I need help with something
Requesting a service or raising an issue related to the delivery of a service.
Requesting a service or raising an issue related to the delivery of a service.
Requesting a service or raising an issue related to the delivery of a service.
📓
📓
I need information on something
I need information on something
Access to a knowledge hub containing help documentation, FAQ’s, how-to’s and more.
Access to a knowledge hub containing help documentation, FAQ’s, how-to’s and more.
Access to a knowledge hub containing help documentation, FAQ’s, how-to’s and more.
🔍
🔍
I need to find something
I need to find something
Getting an accurate database of information about all services being provided.
Getting an accurate database of information about all services being provided.
Getting an accurate database of information about all services being provided.
Project Outcome
Project Outcome
This project resulted in a new future state user experience for Orgazon employees, complete with 6 key UX principles and guidelines to effectively translate the vision into actionable steps.
This project resulted in a new future state user experience for Orgazon employees, complete with 6 key UX principles and guidelines to effectively translate the vision into actionable steps.
This project resulted in a new future state user experience for Orgazon employees, complete with 6 key UX principles and guidelines to effectively translate the vision into actionable steps.
The Collaboration Constellation
The Collaboration Constellation
The Collaboration Constellation
Service Design
Team
Service Design
Team
Service Design
Team
ServiceNow
SME’s
ServiceNow
SME’s
ServiceNow
SME’s
Client teams
(Business, Global, IT)
Client teams
(Business, Global, IT)
Client teams
(Business, Global, IT)
UX Design
Team
UX Design
Team
UX Design
Team
Project Management
Team
Project Management
Team
Project Management
Team
Research & Discovery
Research & Discovery
Research & Discovery
01
01
01
APPROACH
APPROACH
The team and I did a three-week deep dive into Orgazon’s service management practices. We interacted with key stakeholders and users across various functions in one-on-one interviews and focus group discussions to understand their processes, ways of working and experiences.
The team and I did a three-week deep dive into Orgazon’s service management practices. We interacted with key stakeholders and users across various functions in one-on-one interviews and focus group discussions to understand their processes, ways of working and experiences.
The team and I did a three-week deep dive into Orgazon’s service management practices. We interacted with key stakeholders and users across various functions in one-on-one interviews and focus group discussions to understand their processes, ways of working and experiences.
THE PURPOSE
THE PURPOSE
The team set out to enhance the experience of how Orgazon delivers its enterprise services, encompassing various functions such as HR, IT, Finance, and more to its employees.
The team set out to enhance the experience of how Orgazon delivers its enterprise services, encompassing various functions such as HR, IT, Finance, and more to its employees.
THE PURPOSE
The team set out to enhance the experience of how Orgazon delivers its enterprise services, encompassing various functions such as HR, IT, Finance, and more to its employees.
1/ User Research
1/ User Research
10 one-on-one interviews
10 one-on-one interviews
Users’ current experience with the portal
Users’ current experience with the portal
6 focus group sessions
6 focus group sessions
Platform usage by function (HR, Finance etc)
Platform usage by function (HR, Finance etc)
A SNIPPET OF INTERVIEW NOTES
A SNIPPET OF INTERVIEW NOTES
OUTCOMES OF DATA GATHERING:
OUTCOMES OF DATA GATHERING:
Quantitative + qualitative measures of user satisfaction with aspects of request processing.
Challenges in tracking, reviewing, mapping, and escalating requests.
Observational data collection by walkthroughs of existing workflows.
Critical bottlenecks outside of the platform experience.
Quantitative + qualitative measures of user satisfaction with aspects of request processing.
Challenges in tracking, reviewing, mapping, and escalating requests.
Observational data collection by walkthroughs of existing workflows.
Critical bottlenecks outside of the platform experience.
Quantitative + qualitative measures of user satisfaction with aspects of request processing.
Challenges in tracking, reviewing, mapping, and escalating requests.
Observational data collection by walkthroughs of existing workflows.
Critical bottlenecks outside of the platform experience.
2 / Data Clustering
2 / Data Clustering
26 total hours of interviewing and 967 collected comments later, the data was clustered into 5 major groups.
26 total hours of interviewing and 967 collected comments later, the data was clustered into 5 major groups.
Analysis & Synthesis
Analysis & Synthesis
Analysis & Synthesis
02
02
02
APPROACH
APPROACH
The team and I did a thorough synthesis of the data, organizing key insights. These insights were then validated through share-back sessions with the client. Following that, we organized future preparation sessions with stakeholders to prioritize user needs and capture their aspirations.
The team and I did a thorough synthesis of the data, organizing key insights. These insights were then validated through share-back sessions with the client. Following that, we organized future preparation sessions with stakeholders to prioritize user needs and capture their aspirations.
The team and I did a thorough synthesis of the data, organizing key insights. These insights were then validated through share-back sessions with the client. Following that, we organized future preparation sessions with stakeholders to prioritize user needs and capture their aspirations.
1/ Generating Insights
1/ Generating Insights
I categorized the pain points identified through research into process, tech, and experiential challenges. Within process challenges, the insights focused on request management, knowledge management, and catalogue management. Validation sessions with client helped prioritize them.
I categorized the pain points identified through research into process, tech, and experiential challenges. Within process challenges, the insights focused on request management, knowledge management, and catalogue management. Validation sessions with client helped prioritize them.
I categorized the pain points identified through research into process, tech, and experiential challenges. Within process challenges, the insights focused on request management, knowledge management, and catalogue management. Validation sessions with client helped prioritize them.
09
09
09
Experiential challenges
Experiential challenges
Experiential challenges
48
48
48
Process challenges
Process challenges
Process challenges
12
12
12
Technological challenges
Technological challenges
Technological challenges
A SNIPPET OF THE ANALYSIS PROCESS
A SNIPPET OF THE ANALYSIS PROCESS
Prioritized
user needs
Prioritized user needs
Prioritized user needs
Centralized knowledge base
Centralized knowledge base
Centralized knowledge base
Streamlined resolution workflow
Streamlined resolution workflow
Streamlined resolution workflow
Transparent escalation tracking
Transparent escalation tracking
Transparent escalation tracking
Clear taxonomy
Clear taxonomy
Clear taxonomy
Efficient search functionality
Efficient search functionality
Efficient search functionality
Structured catalogue
Structured catalogue
Structured catalogue
Intuitive navigation
Intuitive navigation
Intuitive navigation
2/ Leveraging the Collaborative Spirit
2/ Leveraging the Collaborative Spirit
Multiple co-creation sessions were held that helped us build a shared foundation with stakeholders, ensuring that the next phase was actionable.
Multiple co-creation sessions were held that helped us build a shared foundation with stakeholders, ensuring that the next phase was actionable.
Multiple co-creation sessions were held that helped us build a shared foundation with stakeholders, ensuring that the next phase was actionable.
3/ Identifying Opportunities
3/ Identifying Opportunities
Opportunities to resolve the 48 process challenges - grouped within 5 envisioned experiences- were further explored to understand how the tech systems will come into play in shaping the experience.
Opportunities to resolve the 48 process challenges - grouped within 5 envisioned experiences- were further explored to understand how the tech systems will come into play in shaping the experience.
Opportunities to resolve the 48 process challenges - grouped within 5 envisioned experiences- were further explored to understand how the tech systems will come into play in shaping the experience.
01
01
Discovery and Navigation
Discovery and Navigation
Discovery and Navigation
02
02
Knowledge Hub
Knowledge Hub
Knowledge Hub
03
03
Request Journey
Request Journey
Request Journey
04
04
Resolution Workflow
Resolution Workflow
Resolution Workflow
05
05
Help/Issue Journey
Help/Issue Journey
Help/Issue Journey
Opportunities such as:
Opportunities such as:
Define clear escalation rules
Define ticket closure criteria
Implement auto case prioritization
Set up omnichannel ticket creation
Leverage AI to get case overviews
....
Define clear escalation rules
Define ticket closure criteria
Implement auto case prioritization
Set up omnichannel ticket creation
Leverage AI to get case overviews
....
Ideation & Strategy
Ideation & Strategy
Ideation & Strategy
03
03
03
APPROACH
APPROACH
The team and I took the five envisioned experiences along with the process and tech drivers to define the overarching experience north star, principles and guidelines. The principles and actionable guidelines are to guide the future experience of enterprise services at Orgazon.
The team and I took the five envisioned experiences along with the process and tech drivers to define the overarching experience north star, principles and guidelines. The principles and actionable guidelines are to guide the future experience of enterprise services at Orgazon.
The team and I took the five envisioned experiences along with the process and tech drivers to define the overarching experience north star, principles and guidelines. The principles and actionable guidelines are to guide the future experience of enterprise services at Orgazon.
1/ North Star
1/ North Star
OUTCOMES OF DATA GATHERING:
OUTCOMES OF DATA GATHERING:
CONFIDENCE
THROUGH
SIMPLICITY
CONFIDENCE
THROUGH
SIMPLICITY
CONFIDENCE
THROUGH
SIMPLICITY
Empowering employees to get things done, effortlessly.
Empowering employees to get things done, effortlessly.
Empowering employees to get things done, effortlessly.
2/ Experience Principles
and Guidelines
2/ Experience Principles and Guidelines
2/ Experience Principles
and Guidelines
To reach the experience north star, we devised design principles to ensure every decision made contributes to setting the standard for Orgazon’s exceptional employee experience. The goal was to formulate actionable guidelines that align under each principle, achieving the desired outcome.
To reach the experience north star, we devised design principles to ensure every decision made contributes to setting the standard for Orgazon’s exceptional employee experience. The goal was to formulate actionable guidelines that align under each principle, achieving the desired outcome.
To reach the experience north star, we devised design principles to ensure every decision made contributes to setting the standard for Orgazon’s exceptional employee experience. The goal was to formulate actionable guidelines that align under each principle, achieving the desired outcome.
06
06
Experience Principles
Experience Principles
25
25
Total
Guidelines
Total
Guidelines
01.
01.
01.
Make every interaction a step towards confidence.
Make every interaction a step towards confidence.
Make every interaction a step towards confidence.
02.
02.
02.
Empower through standardized processes & localization.
Empower through standardized processes & localization.
Empower through standardized processes & localization.
03.
03.
03.
Bridge systems for simplified access & communication.
Bridge systems for simplified access & communication.
Bridge systems for simplified access & communication.
04.
04.
04.
Build for individuals and let them own their experience.
Build for individuals and let them own their experience.
Build for individuals and let them own their experience.
05.
05.
05.
Enable users with intelligent assistance.
Enable users with intelligent assistance.
Enable users with intelligent assistance.
06.
06.
06.
Leverage insights to guide the future of ESM.
Leverage insights to guide the future of ESM.
Leverage insights to guide the future of ESM.
3/ Enabling Change
3/ Enabling Change
An unexpected but necessary realization was the need to define change adoption guidelines to spark the behavioral shift needed for employees to truly engage with it. Adopting even the most user-friendly interfaces demands a deeper change in mindset .
An unexpected but necessary realization was the need to define change adoption guidelines to spark the behavioral shift needed for employees to truly engage with it. Adopting even the most user-friendly interfaces demands a deeper change in mindset .
An unexpected but necessary realization was the need to define change adoption guidelines to spark the behavioral shift needed for employees to truly engage with it. Adopting even the most user-friendly interfaces demands a deeper change in mindset .
Formulation & Application
Formulation & Application
Formulation & Application
04
04
04
APPROACH
APPROACH
In the next project phase, I put into practice how principles and guidelines could shape the employee resignation journey - one of the many use cases, utilizing ServiceNow as the platform. I collaborated with EY SMEs to build a future state journey from the moment an employee decides to resign to the post-exit experience.
In the next project phase, I put into practice how principles and guidelines could shape the employee resignation journey - one of the many use cases, utilizing ServiceNow as the platform. I collaborated with EY SMEs to build a future state journey from the moment an employee decides to resign to the post-exit experience.
In the next project phase, I put into practice how principles and guidelines could shape the employee resignation journey - one of the many use cases, utilizing ServiceNow as the platform. I collaborated with EY SMEs to build a future state journey from the moment an employee decides to resign to the post-exit experience.
1/ Future Vision User
Journey : Off-boarding
1/ Future Vision User Journey : Off-boarding
Over multiple discovery sessions, I identified all individuals and teams involved in the off-boarding process and validated their tasks, challenges, and goals. I dived deeper into users' needs, steps, and challenges in the journey and created a current state user journey map, highlighting key focus areas.
Over multiple discovery sessions, I identified all individuals and teams involved in the off-boarding process and validated their tasks, challenges, and goals. I dived deeper into users' needs, steps, and challenges in the journey and created a current state user journey map, highlighting key focus areas.
Over multiple discovery sessions, I identified all individuals and teams involved in the off-boarding process and validated their tasks, challenges, and goals. I dived deeper into users' needs, steps, and challenges in the journey and created a current state user journey map, highlighting key focus areas.
Current
Challenges
Current
Challenges
Current Challenges
🔦
Employees lack visibility and clarity about the actions they need to take in the off-boarding process.
Employees lack visibility and clarity about the actions they need to take in the off-boarding process.
Employees lack visibility and clarity about the actions they need to take in the off-boarding process.
🕹
Employees lack control over their resignation process and are dependent on the manager.
Employees lack control over their resignation process and are dependent on the manager.
Employees lack control over their resignation process and are dependent on the manager.
🤹🏻️
Employees have to juggle between many fragmented tools to complete certain tasks.
Employees have to juggle between many fragmented tools to complete certain tasks.
Employees have to juggle between many fragmented tools to complete certain tasks.
📦
Employees are left unclear on the processes around asset handover and post handover confirmations.
Employees are left unclear on the processes around asset handover and post handover confirmations.
Employees are left unclear on the processes around asset handover and post handover confirmations.
Future
Experience
Future
Experience
Future Experience
6
6
6
fragmented processes (expense reporting, employee survey, etc.) are combined into one unified process.
fragmented processes (expense reporting, employee survey, etc.) are combined into one unified process.
fragmented processes (expense reporting, employee survey, etc.) are combined into one unified process.
8
8
8
tasks reduced for the manager with the self-service approach making the whole process employee-driven.
tasks reduced for the manager with the self-service approach making the whole process employee-driven.
tasks reduced for the manager with the self-service approach making the whole process employee-driven.
4
4
4
tools required during the resignation, are now linked to a single source, eliminating the constant back and forth.
tools required during the resignation, are now linked to a single source, eliminating the constant back and forth.
tools required during the resignation, are now linked to a single source, eliminating the constant back and forth.
90 %
90 %
90 %
increased accuracy in asset handover with clear instructions and relevant notifications.
increased accuracy in asset handover with clear instructions and relevant notifications.
increased accuracy in asset handover with clear instructions and relevant notifications.
I redesigned the off-boarding journey based on the current state analysis, overlaying of the experience principles, and elevating the off-boarding experience by our design interventions.
I redesigned the off-boarding journey based on the current state analysis, overlaying of the experience principles, and elevating the off-boarding experience by our design interventions.
I redesigned the off-boarding journey based on the current state analysis, overlaying of the experience principles, and elevating the off-boarding experience by our design interventions.
2 / High fidelity wireframes
2 / High fidelity wireframes
The UI team translated the future vision map into high-fidelity wireframes and showcased how the new experience will come to life with interface design. The new self-service portal gives the resigning employee full control and visibility of all their tasks in their termination process.
The UI team translated the future vision map into high-fidelity wireframes and showcased how the new experience will come to life with interface design. The new self-service portal gives the resigning employee full control and visibility of all their tasks in their termination process.
The UI team translated the future vision map into high-fidelity wireframes and showcased how the new experience will come to life with interface design. The new self-service portal gives the resigning employee full control and visibility of all their tasks in their termination process.
To sum up,
TO SUM UP,
TO SUM UP,
This project transforms Orgazon’s service experience, driving operational efficiency and setting a new standard for employee engagement and satisfaction.
This project transforms Orgazon’s service experience, driving operational efficiency and setting a new standard for employee engagement and satisfaction.
This project transforms Orgazon’s service experience, driving operational efficiency and setting a new standard for employee engagement and satisfaction.
30%
30%
30%
Reduced help tickets due to increased self-service
Reduced help tickets due to increased self-service
Reduced help tickets due to increased self-service
15+
15+
Processes streamlined by leveraging ServiceNow
Processes streamlined by leveraging ServiceNow
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