Supporting the transition of a HR information system and HR services from the ServiceNow platform to a Microsoft Dynamics solution.
Service Designer on team to create artefacts to support a vendor with scoping and designing the solution with the HR team. This involved documenting the current state along with the desired future state.
I ran discovery workshops with the HR team to document the current state in the form of a service blue print. This involved discussing how HR services were delivered and which processes were being supported by the current system. Pain points and opportunities were captured as part of this process to ensure our MVP would improve the service experience where possible.
I worked closely with each HR role to document how they use the existing system and which aspects of their experience could be improved in the replacement solution. These user scenarios were documented to support the requirements created by our BA. These scenarios were provided to vendors as part of the procurement process to support their response.
Through workshops with the wider HR team and subject matter experts I created an aspiration future-state for a system that would enable the HR team to deliver their desired service experience. The blueprint was used to support decision making for the leadership team (prior to Microsoft Dynamics being selected).
The sensitive nature of HR data made it difficult to understand the finer details of how the system was being used. Demo data was used to produced cases to showcase aspects of the current system, this was a time consuming process but necessary for understanding the more nuanced use cases.
The migration was largely driven to reduce software licensing costs. This created tension at a stakeholder level and care was required when facilitating discussions around the project. There was also no prior examples of this type of work for the team to learn from so it was difficult to provide certainty around the future functionality and impacts to user experience.
Future-state blueprinting - We workshopped a future-state blueprint to identify where enhancements could be made to support the HR team on their new system. These enhancements were captured and prioritised in a backlog.
User scenarios - Roles types were documented as part of our design requirements. Common scenarios were captured to demonstrate how the new system would need to support the HR team across a range of roles.