A True Activation of Technology.
Overview
Foundational design oversight was needed to help establish this company’s newly formed Enterprise Service Management Team and define requirements to inform the implementation of a new enterprise services delivery platform. We developed overall alignment with business needs and priorities to set a multi-year roadmap to digitally transform service delivery for IT and Global Business Services (GBS), including the business functions of HR, Marketing & Insights, Commercial Sales, Financial Control, and Financial Planning. Mercer | Leapgen also designed and deployed an Enterprise Service Management Governance & Team Model to support the enterprise ServiceNow platform in an agile way. All work was rooted in Mercer | Leapgen’s human-centered design methodology focused on identifying the moments that matter to create a great digital employee experience.
Approach
Due to Mercer | Leapgen’s successful track record of digital transformation with multiple vendors in complex environments, we were able to design very custom solutions. We don’t subscribe to a one size fits all methodology, so our flexible and agile team-style approach worked well in this partnership. Mercer | Leapgen’s industry-leading experience design team brought human-centered design capabilities while their change team built an agile framework for change enablement. We helped establish a global service management model and mindset to drive consistency and efficiency across all GBS entities. We helped create a truly global “service enterprise.”
Results
6-week
Agile delivery with 6-week continuous improvement sprints, supported by agile change framework
300,000+
ServiceNow for HR and Marketing & Insights deployed to over 300,000 employees with additional business functions on the way
Professional new hire onboarding program deployed globally
Conclusion
Mercer | Leapgen helped this company align on the Vision for Enterprise Service Management and Digital Workforce Experience across global senior leadership, which then helped them design and deploy a scalable digital employee experience for their diverse workforce. Additionally, our intentional voice of the employee research influenced design for HR, M&I, and IT services and was the backbone of the success of this project. Our three-year partnership with this Food & Beverage giant has steered them towards their goals of being better, faster, and stronger than ever.
