This Fortune 50 global pharmaceutical company needed help connecting employees with services, tasks and hyper-targeted communications. However, a broad taxonomy structure on their first iteration of the experience hindered the ability for employees to self serve—placing increased stress on the call center, creating frustration amongst employees and adding unnecessary steps to already heavy workloads.
By harnessing the power of Employee Center Pro, Veracity delivered a first-of-its-kind service-delivery intranet, creating a consumer-grade experience for employees. Through a new network of connected content under a single taxonomy, employees can self-serve first, reducing frustration, increasing productivity and giving the call center a much-needed break.
01.
A Human-Centric Approach
RGP conducted comprehensive current-state assessments, stakeholder interviews and extensive user testing to define a new, unified taxonomy—immersing the team in the business to institute an enterprise level service-delivery and communication experience reflective of employees’ real-life challenges, not just company structure.
02.
Enterprise-Wide Organization Across 92 Countries
RGP produced a modern design system and style guide to strengthen cross-platform brand presence and responsive employee experience across internal ServiceNow instances worldwide. Through a series of clickable prototypes, RGP tested a variety of workflows, designing desktop and mobile variants for 12 dynamic page templates and a scalable component library 50+ widgets strong.
03.
Built on Employee Center Pro
The technical solution deployed includes the Employee Center Professional capabilities of Unified Taxonomy, Content Experiences, Content Publishing and Content Analytics. Featuring more than 40 custom widgets and 15 custom pages, the portal provides a tailored experience for more than 150,000 employees globally with the entire solution localized in 13 languages.
04.
Custom Applications for Easy Migration
Developed as a scoped application for ease of deployment via the client’s application repository. The application included numerous import and transforms and processing jobs to migrate the data required to populate the deep taxonomy, thousands of KB articles, content items and web applications.
05.
Aligning Knowledge Management Globally
RGP developed a robust training program packed with video tutorials, training sessions and one-on-one Q&A sessions—educating content owners on every step of the knowledge management process with comprehensive governance guides while also training over 350 stakeholders on how to apply the taxonomy structure to their content.
key metrics
Project Outcomes
Knowledge Articles Translated Into 13 Languages
User Satisfaction 3 Weeks Post Launch
Content Owners Trained on Taxonomy Maintenance & Governance
case studies