Sogeti

Senior Customer Experience Consultant

Part of the Capgemini Group, Sogeti operates in more than 100 locations globally. Working closely with clients and partners to take full advantage of the opportunities of technology, Sogeti combines agility and speed of implementation to tailor innovative future-focused solutions in Digital Assurance and Testing, Cloud and Cybersecurity, all fueled by AI and automation. With its hands-on ‘value in the making’ approach and passion for technology, Sogeti helps organizations implement their digital journeys at speed.

I worked a short term assignment with Sogeti as a Senior Customer Experience Consultant.

RESPONSIBILIES

Strategy, User Research, Journey Mapping, Workflows, Visual Design Mockup, Client Presentation

Digital Barrick's
Reimagined Intranet Solution

Barrick Gold Corporation is a mining company that produces gold and copper with 16 operating sites in 13 countries. Barrick Digital’s departments were experiencing problems that have plagued many companies across the globe. As Barrick Digital’s in-office and remote workers performed their daily tasks, basic inter-department communication and connectivity issues caused confusion, frustration, and inefficiencies. What technology solutions could be proposed to address these challenges?

We started with Discovery

In order to provide a solution, you first must understand the problem. With more questions than answers, my intimate team, comprised of content strategists and researchers needed to define the specific challenges we were tasked with solving. Our engagement kicked-off by conducting a series of live stakeholder interviews, while also observing some users in their natural work environments. It was important to gain first-hand perspective from department leadership as-well-as end users. These interviews were recorded for future evaluation.

What we discovered:

Employees didn’t engage with their intranet
Content/documents were siloed and not sharable between teams
No efficient method of collaboration with team members
No standard set of applications or processes
No efficient method for communicating corporate or team news and alerts
Insufficient governance

Next we brainstormed

After identifying and documenting Digital Barrick’s pain-points, my team planned our execution strategy. We were all newly acquainted and had only six weeks to present a solution to Barrick leadership. I conducted a series of virtual brainstorming sessions to analyze data, ideate, and discuss our deliverable schedule.

We determined much of Digital Barrick’s challenges stemmed from an inefficient intranet and non-standardized processes. We theorized that an enhanced intranet, standardized processes, and proper governance could solve many of their issues.

Goals of new intranet

New UI Design Look and Feel
Dynamic and mobile friendly
Dashboard with centralized global news and communications
Quick access to commonly used tools/tasks/documents, etc.
A streamlined and intuitive Navigation with robust search capabilities
Global and team level alert/notification system
A platform for team-based social collaboration
Promotes self-service and digital communication for support vs service calls
Mechanism to send and receive user feedback

Negative Employee Journey Maps

Followed by Research

For the next few weeks, my team independently performed our tasks. While some focused on content strategy, I began exploring latest intranet trends and popular team communication tools. Digital Barrick’s teams were already using a range of collaboration applications, but most rarely used their intranet. The company had already invested in SharePoint and Office 360, however the implementation was inadequate to meet the needs of their employees.

After weeks of investigation, it was determined SharePoint could provide the robust integrated experience leadership, teams, and employees desired if a range of it’s features , such as Team Sites, were implemented. Our solution recommendations were based on this assessment.

Digital Barrick's Intranet Strategy

Lastly a presentation of the proposed solution

At the conclusion of our engagement, my team spent the last week wrapping up our findings into a PowerPoint presentation. We finally gathered in a conference room and virtually pitched our recommendations to our client. The presentation plus supporting documentation was delivered to the client for consideration.

SOGETI