Launching an HR program through UX design methodology

Implementing user research and competitive analysis to bring the biggest changes

OVERVIEW

The program’s goal was to enhance employee engagement and satisfaction at the store level, ultimately leading to increased retention rates, heightened productivity, and improved attraction of new talent.

ROLE

Co-Creator

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

March 2022 - Present

Background

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.

Research

USER RESEARCH

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.

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.

“Tod loves it over at ___. The team is all friends and they get free lunch throughout busy season. Should I leave Moncler?”

Carrie the Client Advisor

28
Female
Dating
Running, Meeting with friends, Blogging

Age:
Gender:
Status:
Hobbies:

About

Carrie moved to New York five years ago and loves the hustle and bustle of the city. She enjoys finding new shops and restaurants with her friends. Initially, she entered the retail world as a part-time job, but since moving to New York, she envisions it as a potential career path. She loves the fast-paced environment of retail and enjoys meeting new people every day. With over a year at Moncler, she received an offer for a higher position at another brand, a place where she is familiar with people and appreciates the culture. Now, she contemplates whether it's worthwhile to accept the new position and start afresh or to remain with Moncler, aspiring to further her growth within the company. Carrie is eager to understand the potential timeline for achieving a higher position at Moncler and wishes to explore the benefits the brand could offer as her tenure continues to grow.

Goals

  • Grow to a higher position

  • Get recognition for her hard work

  • Diversify her skill sets

  • Make an impact to the company

Frustrations

  • Vague timeline in growth

  • No personal acknowledgements rather team recognition

  • Don’t have benefits that corporate partners receive

  • More involvement with company wide discussions and changes

Tasks

  • Hit sales goals

  • Bring in appointments and self driven business

  • Make sure to send out consistent outreach and keep in communication with clients

  • Help motivate and be a strong team player

Outcome

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

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