Transforming a organisation to be human shaped.
Client
Wipro
Industry
Business Design, Employee Experience
Duration & Location
18 Months | Bangalore, IND
Role
Design Lead
Capabilities
Research
Process Design
UX Design
Wipro is a large enterprise organisation with over 170,000 people. Owing to organic growth and various acquisitions over decades, the existing processes have become outdated and do not support current and new business models. The organisation’s internal processes were becoming barriers to its growth.
Wipro wanted us to re-imagine Wipro’s internal processes and underlying systems by adopting a human centered approach, keeping the employee at the core. We redefined the objective to ‘building a unified view across various organisational dimensions of people, processes, and systems and instil simplicity & agility to accommodate extant and future business models’.
We envisioned the future of Wipro processes through extensive research that helped us understand & empathise with current ways of working & its challenges. A cross functional study was conducted across all the Wipro processes. The research insights led us to derive guiding principles that have become cornerstones of the Wipro processes of the future. The outcomes were detailed service journeys of future processes which then informed business process redefinition & the UX design of future digital systems.
Our phased implementation plan helped the organisation ease into this transformation.
Dicover - Define - Design
01
Dicover
Business Ecosystem & Processes
To get a better understanding of Wipro ecosystem we analysed each of it’s elements and identified challenges, which then led to the defining of actionable insights that will guide the vision and the future solution.
We analysed all the internal processes to gain both tactical and strategical knowledge and insights that were specific to the various steps in the process. Process clustered studied:
- Lead to Order
- Order to Cash
- Hire to Retire
- Talent Supply Chain
Current Journey Maps
Current journey maps illustrate user activities and touchpoints with pain-points identified at each step and its impact on people, business and experience.
Guiding Priciples
From the research synthesis we identified various opportunity areas that will inform the future solution & address challenges across the ecosystem. Using the opportunity areas we culminated the guiding principles to drive the re-imagination of Wipro’s organisational processes.
02
Define
Future Vision
The future vision and guiding principles set the direction for all future processes and help in assessing the alignment between the organisation’s strategy and implementation.
Groups
Service Journeys
We created service journeys, identified & prioritised roles & their service interactions across process clusters. The journeys were validated with stakeholders through multiple co-ideation workshops. The validated service blueprints were used as input for business process finalisation & UX design.
03
Design
IA and Task-flows
We conducted system demos and pre-design workshops to validate the process flows which were detailed out keeping the employee experience at the core. We conducted card sorting with business users & stakeholders to group content & processes. We created role-wise task-flows and conducted validation sessions to refine, validate, and finalise the user flows.
Experience Drivers
Derived from our understanding of user behaviour and guiding principles - the six experience drivers define the user interactions, wire-flows and visual design language.
Design Library
In order to ensure scalability and standardisation we created a design system consisting of guidelines and components, for easy hand-offs between teams. As we progressed into the design phase we made necessary modifications into the design library to capture all scenarios and details about the use of each components. We compiled an interaction design document that act as a design system and guidelines for both design and development teams.
Detail Designs
Using the experience drivers and IA we translated the user flows into seamless wireframe flows and compelling visual designs.We conducted recurring validation meetings with dev and business teams to validate the detail designs and finalising the design solutions.
The Re-imagined Employee Experience
With a complex organisational structure & multi-level decision makers, it was both challenging as well as exciting to define a vision for Wipro’s future. For every employee in the organisation, the vision re-established a sense of trust that in this evolving market Wipro too can reinvent itself.
