<aside> <img src="/icons/conversation_yellow.svg" alt="/icons/conversation_yellow.svg" width="40px" /> One pain point that was highly impacting the Employee Experience, is Knowledge Management (KM). This project became an ongoing exploration project, while simultaneously further exploring 3 product opportunities (in collaboration with the Scrum team).

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Quick find:

Client: Director of Knowledge Management (Deloitte NL) // Team: 1 SD, 1 SD intern, 2 temporarily interns // Project Duration: continuous improvement // Goal: decrease time to find specific knowledge

PROJECT SETUP

FROM BRIEF TO SCOPE

The scope started very broad and abstract: improve knowledge management. To create focus, I executed 6 interviews with Managers and Senior managers, to better understand their context and pains. Based on these interviews, together with the KM Lead, scoped the project down to the bid/pursuit process.

The pains are of high impact, bids are directly leading to projects and revenue, and therefore improving the quality and time-to-delivery is valuable for business and employees.

<aside> <img src="/icons/bullseye_yellow.svg" alt="/icons/bullseye_yellow.svg" width="40px" /> GOAL

Improve knowledge management processes related to the most impactful moments - the bid and pursuit process.

• Improve the employee experience related to this stressful and frustrating moment of the employee journey.
• Improve bid quality (by ensuring easy finding of needed SMEs).
• Increase time to delivery. </aside>

MY ROLE

RESEARCHER & CREATIVE FACILITATOR

Setup and execute exploration phase, include stakeholders and recruit participants, facilitate a Design Sprint (simultaneously coach another Design Sprint facilitated by the intern) ****with the scrum team, and lead the ideation and validation phase afterwards.

INTERN LEAD

I also actively guided the new Service Design intern, and onboarded two Risk management interns interested in learning and exploring more about Customer Centric methods.

PROJECT PROCESS

A complex project that split into two streams

<aside> <img src="/icons/location_gray.svg" alt="/icons/location_gray.svg" width="40px" /> CONTINUOUS DISCOVERY

• Explore knowledge management context
• Scope down into different topics
• Define improved journeys and personas
• Identify product opportunities
• Handover product opportunity in three workshops and one presentation
• More insights, more projects </aside>

<aside> <img src="/icons/location_gray.svg" alt="/icons/location_gray.svg" width="40px" /> OPPORTUNITY DEEP DIVE

• After scoping to the bid process
• Deep dive interviews
• Two design sprints
• Evaluation of prototypes
• Mapping assumptions (evidence vs. impact on success), for the viability, feasibility, and desirability of the concepts
• Validation of assumptions
• MVP development plan
• MVP launch </aside>

METHODS

• 13 User interviews to define the scope and later explore the context
• 2 focus group sessions
• insight mapping using statement cards with the three interns
• prioritisation and validation interviews with 14 participants
• two design sprints including 14 participants, 6 SMEs, and 5 user tests per design sprint.
  • Further interviews, workshops, data analysis, and Design Sprints were done as a follow up, exploring the other two opportunities identified.

OUTPUT

• Pains related to context, tools, and culture.

• Bid focussed knowledge sharing journey.

  including Practitioners (their emotions), channels & tools, other parties (bid leads and support), pain points (and related role), and opportunities.

• 6 core insight cards, leading to two other projects.

• Bid Pursuit Process flow.

• Stakeholder map.

• Channel and touch point analysis.

• 2 prototypes, including 1 MVP development plan co-created with key stakeholder, PO, and lead-developer.

PROJECT IMPRESSION

EMPLOYEE EXPERIENCE DEEP-DIVE JOURNEY

Knowledge management during a bid-project