Workers' Journey
This project began as a strategy for developing the skills that would keep Auckland Council well connected to its citizens.
The project arose from evidence that the needs and preferences of Aucklanders for interacting with the council were changing, off the back of changes in population, technology and citizens' everyday routines, causing a re-think of the customer service skills required for the next 10 years.
The project uncovered something more generic and profound — a low sense of care after recruitment, stemming from employees feeling that the skills they offered when joining were not taken up, and that opportunities for new challenges and advancement were not transparently and consistently managed. Processes in the employee lifecycle might need attention before new skills could be hired or trained.
We spoke with people managers, ran a workshop series where employees traced their own path into and through the organisation, took themes and quotes that epitomised our findings into team meetings for wider validation and feedback, then ran ideation rounds, before categorising opportunities and visually presenting the learning.
Project components:
For: Customer Services, Auckland Council
2015
The project arose from evidence that the needs and preferences of Aucklanders for interacting with the council were changing, off the back of changes in population, technology and citizens' everyday routines, causing a re-think of the customer service skills required for the next 10 years.
The project uncovered something more generic and profound — a low sense of care after recruitment, stemming from employees feeling that the skills they offered when joining were not taken up, and that opportunities for new challenges and advancement were not transparently and consistently managed. Processes in the employee lifecycle might need attention before new skills could be hired or trained.
We spoke with people managers, ran a workshop series where employees traced their own path into and through the organisation, took themes and quotes that epitomised our findings into team meetings for wider validation and feedback, then ran ideation rounds, before categorising opportunities and visually presenting the learning.
Project components:
- User Research: collecting stories from people managers
- Experience Mapping: employee development journeys
- Opportunity Mapping: journey-framed insights and opportunities.
- Concept Catalogue: range of ideas anchored into core concepts
For: Customer Services, Auckland Council
2015