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How a Pharmaceutical Company Revolutionized Internal Gig Work Through Empathetic Service Design

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This Fortune 500 global pharmaceutical company created a program that offered internal gig opportunities to help upskill its workforce through experiential education. After seeing the initial success, they recognized an opportunity to enhance the program even further by integrating a skills marketplace powered by an AI engine—called Fuel50—into their talent management system. This would allow them to automate internal gig matching to skills, linking employees to internal opportunities, vacancies, mentors and more. 

Veracity partnered with the organization to design an optimal engagement experience for employees using the new Fuel50 framework, remodeling the current state service structure and identifying areas for improvement. Our work focused on understanding employees’ perspectives on the current-state experiential learning process through a holistic analysis, informing the best approach for future success.

Veracity transformed the talent landscape, revolutionizing internal gig opportunities.

Immersive Engagement: Uncovering Perspectives for Program Improvement

Veracity quickly engaged with stakeholders and employees to immerse ourselves into their perspectives regarding the program. We reviewed relevant research, documentation, and analytics, conducting over 10 one-hour interviews with diverse stakeholders across the globe. These sessions focused on understanding the holistic ecosystem of the current-state program and collecting perceptions on pain points, gaps and opportunities.

Transforming the Future of Internal Service Delivery

After completing the heavy lift of documenting the current state, we plotted that experience in a service blueprint, to visualize a comprehensive view of the program, step-by-step through the employees or “learners” lens. We identified and prioritized opportunities for a human-centered experience that utilized the new Fuel50 framework.

Unveiling Insights & Empathy

Our team prepared a low fidelity service design model, bringing together all that was learned through the eyes of employees, defining the learner persona and outlining interactions, touchpoints, influencers, channels, pain points and gain points across the integrated experience. We conducted working sessions with diverse stakeholders, introducing them to each other’s perspectives and validating information in the draft service journey, with the goal of forming a collective understanding of the experience from everyone’s point of view. Then, we conducted exercises to understand what was needed to improve both front stage and backstage interactions and to fully prepare for a seamless Fuel50 future.
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Implementing a Crawl, Walk, Run Approach

Our work provided a future state service blueprint, laying the groundwork for a successful program implementation, and arming leadership with the insights to make informed decisions for growing through a crawl, walk, run approach.
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Project Outcomes

70
Pain Points Identified & Grouped Into 20 Themes
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User Perspectives Represented in the Service Journeys
30
Opportunities Identified Throughout 5 Stages of the Journey

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