Enhancing Self-Service and Reducing Costs
Revolutionizing Self-Service at a Global Pharmaceutical Company
I have had the opportunity to work on numerous projects that have transformed the way organizations operate. One of my recent memorable and rewarding experiences was leading the experience design and strategy for a global pharmaceutical company's IT self-service channels, consolidation of services and products to better improve employee experiences while reducing costs.
Business use case validation and audience alignment
The Spark
Through data research, we knew that the IT department offered all the products and services that an everyday employee was looking for. Everything they needed to be productive and with various knowledge across many different sources to find answers, work collaboratively and drive greater productivity. Through a baseline experience assessment, it was clear that a primary goal was to improve the findability and browsability of the self-service portal.
Early baseline testing
We started from here. Understanding the value of design and conducting user research activities, my client and their team came to us and realize the value of design thinking.
We worked with them to design the experience from the ground up - the ground being the employee and how they see the world.
Early UI Explorations
The strategy yields results
Throughout the project, my team and I employed design thinking methodologies to gain a deep understanding of the end-users' needs and pain points. We conducted empathy mapping, ideation, and rapid prototyping sessions to explore innovative solutions and iteratively refine our designs. By embracing agile development, we were able to continually adapt and improve the portal based on user feedback and testing, ensuring that the final product met the needs of the organization's employees.
We achieved remarkable results:
30%
27%
20%
22%
15%
These results not only improved the employee experience but also led to significant cost savings for the organization, as fewer IT support tickets and phone interactions were required.
AI Search Experiences and Multilingual Support
We integrated the customer's SharePoint data into the portal's search functionality, creating a Google-like search experience that enabled employees to find relevant information and resources more quickly.
Additionally, we implemented dynamic language translations, allowing the portal to support over 12 different languages and cater to the diverse linguistic backgrounds of the workforce.
Enterprise Experiences
It knew what I needed
Identifying the moments that matter through user journey analysis and over the shoulder day in the life of an employee, we identified new experiences that proactively improve employee’s productivity based upon job role, location, access, availability and more.
It felt different
The team and I strived to fill the experience with delightful and unexpected, interactions that help enable a sense of proactive solutions. The UI made recommendations based upon role, geographic location, language, and what peers may have also requested across the organization.
It proactively messages
Through user research, I identified that users spent time on other corporate website and tools but needed to be notified when there was an outage to critical services or during the report an issue process. We utilized discovery, event management and custom notifications to populate all over the experience to help educate and reduce tickets. Users can opt in to listening to notifications and resolution of service.
People took notice
When the new Employee portal launched, it's unique design and powerful features seemed to instantly steal the hearts of the senior leadership across business departments within the organization. Its widespread adoption has made it the fastest growing business application within the organization.
Today, the redesigned self-service portal to expanded to a Enterprise Employee Portal to include Human Resources, Facilities and more.
