Staff work patterns for End User Computing Roadmap
Problem
As End User Computing is becoming broader than devices and operating systems. How might we create a strategy to align the end user experience(employee in this case) with access to insight and information while connecting people and technology. This roadmap was aimed at defining the components of the workplace of the future and highlight the need for a seamless end user experience across devices, applications and locations.
Methodology
• Identify key personas of the organization
• Understand the daily work patterns of 250 staff, across 7 geographic regions of the organization. This was done via in-person interviews, phone interviews, diary method as well as shadowing method.
• Understand pain points and assistance areas by Helpdesk call log analysis
• Perform Industry trend analysis – with Gartner Analyst calls and desk research
• Perform device and application usage analysis by persona
• Prepare roadmap future state using scenarios
• Design and test a couple of scenarios as PoCs
Role
• Lead Researcher with 2 Junior researchers
Impact
• It helped identify the use-cases for bringing emerging technologies like Conversational AI and Information Bots for improving staff productivity.
• Currently two PoCs are underway for Helpdesk
Conversational AI and Voice Assistants
