EX starts with procurement.
Unraveling a decade of complex platform integrations that created gaps in the employee procurement process.
“We don’t know exactly how our own procurement process works.”
— An IT executive for Merck in 2012
The Ask
Merck IT approached us to understand why employees never used the company portal’s device (laptop, phone, tablet) procurement process and provide a responsive design solution to the new IT site. Their human resource employee surveys found they had a significantly poor reputation by newly hired employees and contractors as well as an overall reflection by employees.
62
The number of touchpoints we discovered in our research required to order a Merck device and set it up.
The Challenge
The Merck IT organization was segmented across various ownerships in a way that there was no one single team owned the procurement process. After a rather lengthy evaluation the procurement process had over 62 touch points that span three different CRM systems with approval processes that lacked status updates and clear resolutions. Tribal knowledge had occurred where some employees had created their own documentation. Support teams were bombarded with employee tickets to resolve procurement issues.
In 2012 we created the first service blueprint in this industry.
In 2012, only a few design companies were using journey maps and service blueprints. They became more widely known in the later half of that decade.
The Approach
Business Stakeholder Interviews
Best Procurement Practices Analysis/Socialize
Interview Employees/Contextual Research
Research/Identify Existing Procurement
Journey/Service Blueprinting with Gap/Pain Points Current Experience
Socialize current experience issues
Solution improved process experience
Rapid Prototype/Wireframe
Design Compositions for final approval
Responsive Design Guidelines
Service Blueprinting the experience
Get/Order a Device Procurement
Connect a Device to the Network
Prototyping a better experience
