Improving Employee Experiences

Collaborated with the product manager and Disability Resource team business stakeholders, implementing a human-centred design approach that included:
- Discovery Strategy Blueprint Workshop
- Staff Journey Mapping Workshops
- Detailed Insights and recommendations documented on the Dovetail Insights repository that informed the transformation project.
- Feedback on process and user interface design.
- Recommendations and planning for the next phase of the project.

Through insightful discovery strategy workshops, we gained a comprehensive understanding of the organisation's business goals, priorities, and challenges. These collaborative sessions enabled us to seamlessly align the transformation project's strategy with the broader business objectives.
Additionally, stakeholder workshops provided invaluable insights, allowing us to grasp the intricate technology considerations and ensure the Disability Resource Centre's strategy harmonized with the overarching organisational vision.

1:1 Staff Contextual interviews paired with journey mapping was incredibly useful in understanding the staff experience and uncovering significant pain points. These interviews and the journey mapping workshops were instrumental in providing the client and project team a deep understanding of how the Student Services staff currently receive, assign and resolve enquiries. 

Staff Journey Mapping workshops were useful in understanding the staff experience and uncovering significant pain points.

These workshops were instrumental in providing the client and project team with insights into:

- the steps and tasks undertaken by DRC staff.
- the challenges they face while processing support requests.
- the impact of these challenges.
- the touch points systems and tools staff used.
- the staff implemented manual workarounds due to the system's inability to meet their needs.
- staff needs related to processing support requests.
- the difficulties students encounter when connecting with disability services.

All insights and recommendations were documented within the Dovetail Research repository, revealing issues and opportunities for the product and technical teams to focus on during the implementation and launch phases.

Clients kind words:

 Manager Disability Resource Centre

The project is currently underway, with the team actively engaged in the implementation and transformation processes. The insights and recommendations have facilitated the identification of opportunities for the DRC's implementation phase. 

The Staff Journey map and workshop discussions have steered the DRC leadership team towards identifying key focus areas and prioritising imminent challenges. A detailed recommendations report outlining the next steps has also been prepared.

The highly visual Staff Journey map and engaging workshop discussions have enabled the DRC leadership team to pinpoint their focus areas and prioritise future challenges effectively. Additionally, a detailed recommendations report has been compiled.

The Disability Resource Centre (DRC) of a leading University was undergoing a transformation of their operational process and migrating to a new ServiceNow platform which they used to track student service requests. As part of this project the client was keen to improve the staff experiences. The aim of the UX Discovery was to gain a deep understanding of the challenges faced by DRC staff and identify opportunities at different stages of their journey in supporting students with disabilities.  

The client faced significant challenges due to a lack of deep understanding of staff experiences, problems, and opportunities. They were uncertain about how to uplift the employee experience and unsure of opportunities for improvement at different stages of the staff journey in supporting students with disabilities. This uncertainty hindered their ability to effectively support their staff and optimise their processes.