Talent Services: Guiding Principles

As part of the Talent Services initiative, we needed to deeply understand our users and their expectations, as well as the challenges we face in meeting those expectations. We needed to research how other brands were implementing service delivery and what they've chosen to focus on to build successful customer relationships, and we needed to listen to our own customers to discover how we could serve them best.

My Contribution:
• Conducted extensive competitive research across industries to understand the landscape of service delivery models
• Created storyboards to illustrate high-level vision for future Talent Services experience
• Designed multiple concepts for testing to validate the principles
• Worked closely with one of our lead researchers to conduct qualitative interviews with both internal users (Talent Services, recruiters, etc.) and client users who had or had not engaged with Talent Services programs
• Crafted the Talent Services guiding principles in parallel to results synthesis
• Communicated to key stakeholders on cross-functional teams as part of design thinking workshop to guide direction of Talent Services initiative

Key Result:
• Level set cross-functional teams on the core service delivery value of Talent Services
• Remind the team what values should guide the product and service design going forward into the future

Date: March 2017
Role: Lead UX Designer

Guiding Principles Diagram