Problem statement: Customers experience difficulty in finding and accessing services and support that will meet their needs. This can lead to customers interacting with multiple portals/channels or reaching out to other individuals in their network for advice. Furthermore, customers expect to be presented with services that are most relevant to them and their role. The current user experience hinders individual productivity, as users are spending time looking for services and/or figuring out how to access the services they need. This in turn generates frustration, thus negatively impacting the employee experience and sentiment towards service functions. For case teams especially, the delay in being able to have a need met impacts the process of client work and can lead to company reputation damage.


Process: To address this goal, a team of UX designers and I conducted design research through in-depth user interviews, card sorting activities, and shadowing sessions with employees at the firm. These research methods were used to better understand users’ experience using the portal. After collecting the data, we analyzed research findings, synthesizing our findings into key themes and actionable insights. From there, we used our findings to develop a prototype to present to users.


Solution: Through UX research and analysis, we were able to generate actionable user insights and themes. These findings provided valuable knowledge to the organization, enabling them to enhance the digital enablement/productivity kits based on the specific needs and preferences of the employees. By addressing the identified pain points and incorporating the suggested improvements, the aim was to improve the overall employee experience and satisfaction in the hybrid work model.

Disclaimer: Due to the sensitivity of this project, the presented deliverables have been sanitized and replaced with dummy information to exclude all private details privy to Boston Consulting Group.