The next case is about Securitas Direct, a security company with more than one million customers and active in more than ten countries in Europe and South America.The project was commissioned by the Human Resources
area who wanted to start to set how the employee’s experience should be like in-house. Have a global vision, to understand in a holistic way, how was the life of their employees
The initial challenges were:
To further adjust the initial challenge, we proceeded to identify the key areas and employees of the entire company
, such as commercial, customer service, and technicians. To this effect, we defined the Stakeholders Map
as the starting point. The participants divided into working groups, and each team focused on an employee typology.
Although the main challenge was to define and improve worker’s experience, the important thing was to train people in the Design Thinking methodology
to introduce this culture into their day-to-day life.
In the research stage, the employees themselves conducted the interviews with their co-workers; thus, beyond generating hypotheses about how they believe or perceive the employee’s journey in-house, they contrasted it with the reality of their colleagues
Once the research phase was completed, they chose four journeys of different important profiles. However, the most interesting thing was discovering that the profile had two lives in Securitas:
- First one, when he arrives at the company and has not been there for more than a year. In this period, the employee is usually quite motivated.
- The second one, when it has been about seven years, and the motivation begins to decline.
Thanks to the Customer Journey tool, particularly adapted to the employee in this case, we saw the points of improvement and, on these, we started the ideation and prototyping workshops. With the emerged ideas materialized in prototypes, we carry out the testing with the company to quickly collect the feedback (Example: Feedback Matrix). In this way, we contrasted in an agile way if the solutions were interesting for the company and, foremost, if they were for the workers.
Via this project, the Human Resources department obtained a global picture of their employee experience. This fact allowed to raise a strategy based on the needs of its workers to attract and retain talent.