Launching an HR program through UX design methodology

Implementing user research and competitive analysis to bring the biggest changes

OVERVIEW

The program aimed to enhance employee engagement and satisfaction at the store level, increasing retention rates, heightening productivity, and improving the attraction of new talent.

Role:
Co-Creator

Team:
Senior Regional Director, Store Director, President, Vice President, Human Resources, UnitedHealthcare

Duration:
March 2022 - April 2023

Skills:
Focusing on Operations, User Research, Competitive Analysis, User Interview

BACKGROUND

The History of the Brand

Founded in 1952, Moncler started as a manufacturer of mountain gear before gaining widespread recognition in the 1980s for its fashionable quilted down jackets, blending luxury and functionality. The brand has since expanded its offerings and global presence, maintaining a reputation for quality craftsmanship and collaborations with notable designers.

USER RESEARCH

Qualitative Interviews and Surveys

Conducted comprehensive region-wide surveys and interviews to gather insights directly from employees. Analyzed over 100 responses to identify common patterns and pain points.

Based on what was within our control to change in the organization we created 8 major targets that we wanted to address.

  • Onboarding - If you could redo your onboarding process, what would you change/include?

  • Wellness Benefits - What kind of wellness benefits would you like the brand to implement?

  • Rewards (sales team) - What are some ways you'd like to be rewarded and recognized for accomplishments or milestones?

  • Rewards (operational team) - What are some rewards you would like to receive that acknowledge the operational team?

  • Technology Advancements - What new technology is out there that Moncler could implement?

  • Diversion & Inclusion - How would you like to celebrate diversion and inclusion in the store?

  • Incentives - What are some special incentives that would keep your teams motivated?

  • Team Building - How would you use a budget for team building?

COMPETITIVE ANALYSIS

Carried out a thorough examination of HR programs in comparable industries to identify best practices and innovative approaches. Leveraged this analysis to inform the development of a unique and competitive HR strategy.

USER PERSONA

Persona Development

Utilized the collected data to create a detailed persona representing the typical employee at the store level. This persona served as a user-centric reference for crafting tailored HR solutions.

FINALE

Presentation

Condensed findings, persona insights, and competitive analysis into a persuasive presentation. Delivered to key stakeholders including the President of the Americas, HR Team, and VP of HR of the Americas, emphasizing potential impacts on employee satisfaction, retention, and productivity. Provided a detailed timeline, process overview, and estimated budget numbers. Already implemented 30% of the planned changes YTD, showcasing early success and laying the groundwork for continued progress.

Next Steps

Continuous Surveying - regular survey cycles to stay on top of evolving employee opinions and needs

Monitor Market - proactive in making changes to HR programs and stay ahead of industry trends and remain competitive

Transparency - Ensure that both current employees and potential recruits have easy access to information about the full range of benefits

Regular Adjustments - review and update benefits based survey feedback and market trends