Australian Super is Australia’s largest superannuation fund, helping customers achieve their best financial position in retirement.
AS wanted to create a seamless employee experience, regardless of their location around the world. Employees were not able to reliably connect to the business from outside of a physical office environment, creating many challenges, especially for Senior managers and those travelling overseas.
This project involved researching the current employee experience and providing a roadmap for technical and actionable improvements.
I worked with my CX practice principal to deliver a Service Blueprint and UX strategy to understand the current state of employee experience, underlying resources and processes, and propose a future state connected to a program of work to be undertaken over the next 12-18 months, aiming to improve the capability to support an ever-increasing mobile workforce due to the company’s continuing growth.
Process
- User research, workshops and interviews were conducted with 40+ staff
- Task flows, User journey maps
- Business & Trends Analysis: existing documentation and enterprise roadmaps
- Current employee experiences, problem areas & opportunities for improvement
- Current technical environment
- Potential roadblocks, market trends and desired future experiences
Outcomes
- The results were compiled into a Global Mobility report with all our research findings, current state analysis, key determinations, trends, future state recommendations and next steps.
- Pain points and journeys were mapped according to role, location and activity. We produced high level models to explain the technical issues and employee experience.
- The report recommends technical enhancements and guidelines that will have dramatic effect on the experience of all employees. The expected benefits relate not only to mobility, but also to productivity, collaboration, knowledge management and security.
- Well received by the business as it delivered actionable steps with a sound understanding of the desired user experience, considering the landscape and context
