My skills for this project:
Research, stakeholder mapping and management, stakeholder interviews, contextual inquiry, co-creation with stakeholders, workshop facilitation, service blueprinting, interviewing, consulting: internal management team and client.
Tools:
Miro, Google suite, phone recorder, camera
The situation
Our client was a company active in the meal transport business employing many bike couriers across the Netherlands. From our end we needed to help onboard the couriers provided by the clients recruiters so that they could be available on the platform and get to working as soon as possible. The current onboarding completion ratio was less than was agreed between parties.
Core team: UX researcher, Service designer, Tech lead (architect), Country manager responsible for client, Product owner responsible for data dashboards.
My role: I worked as a service designer and together with the UX research team I was tasked to find out why we could not reach the agreed upon percentage and deliver actionable advice to all stakeholders both the management team and client.
The action plan
I spent some time defining the right research question together with UX research, and getting all stakeholders on board with this. Once that was achieved we deep dived into documentation and existing knowledge to understand the process and identify gaps. We chose research methods and made a plan to share with stakeholders. Based on the documentation reviews we prepared internal stakeholder interviews and examined their success metrics, processes and motivations.
The goal was to get the full picture by getting the perspective of different people involved, and cross-referencing findings.
We identified initial pain points on the onboarding journey related to process. We then used these insights to prepare interview scripts for the bike couriers to get the outside in perspective. Our interview process yielded more insights and validated initial findings. We used these findings to inform stakeholders and start compiling a list of actionable advice.
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Deliverable
A research report adapted to different audiences and attention spans such as, directors and chief operations officer, client as well as Internal teams in the need to know and nice to know sphere. These documents where in the form of:
- Detailed long document
- Short summary document
- A series of slide decks for different audiences and contexts.
- Boardroom presentation with the client
- Posts and articles for Internal communication channels with the aim to raise awareness around the value research and service design can bring to projects
And most importantly a prioritised list of actionable advice
Outcome / impact
The end result of this project was an alignment of all key stakeholders that can affect change around the courier experience
- A very satisfied client
- A higher visibility across teams of the whole process
- A prioritised list of actionable advice that the teams can use to star working on improvements
- Empathy for the struggles the courier is facing motivating all parties to do better
- Hiring of a process manager with a key responsibility of experimenting with our advice to achieve the desired onboarding ration
“ Hey I just wanted to tell you that you did an amazing job. It was so great to hear all the positive and all the negative. It is something I really recognise on a daily basis and find hard at times as well. It moved me! I think you made us aware of some patterns which are really hard to see/ point out [...] I truly think it will make my job, our teamwork and the experience for our couriers so much better” _ courier advisor
Message from courier advisor representing Randstad on site dealing with any issues couriers are having at work.
If you find this case interesting and want to know more about my process and the insights, key learnings and advice that came out of this study, feel free to contact me