Sarah Villelongue
Intelcia
Employee experience design
Context
High turnover among Telecom Advisors, and a desire to innovate on employee well-being. Mission: introduce Service Design and UX processes focused on Discovery and Research, to develop improved physical and human experiences, supported by digital tools for management, HR teams, and new advisors.
"The human experience before a digital experience"
Team
3 members: an HR representative, a project manager, a UX researcher.
Geographic scope
Research conducted across Morocco (headquarters), Senegal, Ivory Coast, Cameroon, Mauritius, and Madagascar.
A multi-method research approach
Contextual research
Workplace well-being strategies, Future of Work topics (Digital Workplace, remote work), digital products for HR efficiency, streamlined onboarding.
Discovery workshops
4 workshops organized with each HR department, surfacing different recruitment processes for advisors, IT staff, executives and managers.
Semi-structured interviews
Department managers interviewed to understand daily challenges and improvement opportunities.
Online survey (Typeform)
200+ respondents from Telecom Advisor profiles, focused on recruitment, training and integration over a 3-month period.
Co-creation workshops (remote, via Miro)
Workshop 1 — Telecom Advisor journey: 10 participants (5 HR, 5 telecom platform staff), mapping the candidate journey and identifying pain points and opportunities.
Workshop 2 — Corporate candidate journey: 10 participants (5 HR, 5 Corporate staff), same objectives.
What the interviews revealed
20 people interviewed (new hires, supervisors, trainers). Recruitment processes vary significantly by location. Most recruits are entry-level, with minimal work experience. Staff feedback proved more valuable than new-hire responses. Journey patterns differ clearly across recruitment sites.
Outcome
Integrated human and digital touchpoints throughout the candidate journey, reflecting the importance of human connection in recruitment and integration.
