Visualizing the Layers of Employee Support

User Research, Strategy

How might we understand and design for the employee experience in employee support?

While that may sound like an obvious question, often large-scale IT organizations don't build their processes from the end user's perspective. Adobe sought to more actively include the employee experience during a recent update of their employee support platform. In collaboration with another user researcher, I explored the many layers of employee experience across the process of getting help. I shared opportunities to improve the end user experience through indirect changes to the experience of those folks providing the help. Additionally, I facilitated workshops to support the integration of these insights into project metrics. 

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