Designing effective query handling for a global hospitality industry leader

Situation

The client is a global online travel and hospitality company, connecting millions of travellers worldwide with experiences, transport options and places to stay. Despite a vision to empower employees through digital, simple, and best-in-class HR services, the client faced significant challenges, including a suboptimal query handling process that hinders employee and HR team experience, underutilization of existing ServiceNow and Workday platforms, a lack of omni-channel engagement options, and the absence of a clear self-service strategy.

Solution

• Service experience design: Applied persona-based human-centric approach to design an elevated ‘query handling’ experience during engaging virtual collaboration workshops.
• Service blueprint and employee journey: Created detailed blueprint of the desired query handling service, capturing the front and back-stage actor needs and actions, pain points and opportunities, touchpoints, systems interactions, as well as automation opportunities. Shaped the future-state employee journey across all steps of HR query handling.
• Experience process design: To help operationalize the future state journeys, Infosys collaborated with the impacted stakeholder groups to translate the service blueprint into a comprehensive process model.
• Knowledge Management: Identified the need for improvements and shared best practice recommendations on establishing governance, process and priorities.
• Self-service strategy workshop with the executive team to assess the maturity of employee self-service and define next steps for enhancing the strategy roadmap.
• Wireframe and prototype: Illustrated the to-be experience via clickable prototype for Virtual Agent (chatbot).
• Product backlog and implementation plan: Created detailed prioritized backlog and plan to implement the desired improvements within the desired timeframe.
• Changed impact assessment and plan: Conducted stakeholder mapping and impact assessment related to the changes that are going to be implemented to facilitate and embed the enhanced journey and process.