Intelcia

“The human experience before a digital experience”

CONTEXT

Intelcia is a company with a main activity in telecommunications, with a high turnover for Telecom Advisors. Many efforts are put in place to keep their employees, but Intelcia wants to be innovative in the well-being of employees

THE CHALLENGE

My mission was to introduce Service Design & UX processes. I intervened on the Discovery & Research phase in order to propose a new physical & human experience, with the support of digital in order to simplify the daily life of management, HR teams and also new Telecom advisors. I worked remotely with the head office teams in Morocco. The research was in Morocco first to extend to different teams in Africa (Senegal, Ivory Coast, Cameroon), Mauritius and Madagascar.

ROLE & TEAM

We were a team of 3 people: HR member, Project Manager and me as UX Researcher.

DESIGN PROCESS

Contextual research

A global research was carried out on the topics of:

• Well-being at work

• The “Futur of Work” topics: Digital Workplace, Remote work...

• New digital products to improve the daily life of HR

• Digital product providing a simplified Onboarding experience for new employees.

Discovery Workshop

In order to understand the current work processes, I organized 4 workshops with each HR department. The recruitment processes are different for an adviser, an IT person, than for an executive or a manager.

Semi-structured interview

I interviewed the managers of each HR department in order to understand their daily lives, daily tasks, their challenges and any suggestions for improvement.

Online Survey (Typeform)

Each site, city or country has different recruitment process for the Telecom Advisors.

We focused on Telecom Advisors profiles in Morocco on the different phases of recruitment, training and integration over 3 months.

We had over 200 respondents. This allowed us to identify trends. To know the cities or sites that have problems in the recruitment process and also to have data to support our arguments for the future.

Semi-structured interview

20 people interviewed by phone call. Profiles selected:

• Candidat/New hired

• Telecom Advisor arrived less than 3 months ago - Remote Work

• Telecom Advisor arrived less than 3 months ago - Telecommunication platform Work

  Staff

• Supervisor

• Trainer

  Goals:

• Understand recruitment experiences and identify pain points

• Identify the different journey

• Have a overview on the candidate side and the staff

  Result:

• Journeys are different from one recruitment site/city to another

• The recruits are often young school leavers, with a first professional experience. As a result, they are not inclined to answer questions

• The best feedback came from the staff

2 Remote Co-creation workshop via Miro

Workshop 1: Telecom advisor Journey

10 Participants: 5 people from the HR team, 5 people from the telecommunications platform team Goals:

• Determine the candidate journey through the knowledge of each

• List the pain points & opportunities

Workshop 2: Corporate candidate Journey

10 Participants: 5 people from the HR team, 5 people from Corporate teams

• Determine the candidate journey through the knowledge of each

• List the pain points & opportunities

Candidate/News hire Journey

During the interviews, the share of human experience in recruitment and integration is very important. Therefore, in the proposed course, I integrate human and digital touchpoints. Example: