Reimagining organizational systems through a design-first lens (180k+ users)

Project TypeEnterprise Digital Transformation

My RoleLead Experience Designer
Interaction Designer

ContributionUser Interviews
Co-ideation Workshops
Interaction Design
Prototyping
Usability Testing
Stakeholder Management

ToolsAdobe XD, Miro

Target UsersSales, Delivery, Finance & CXOs

Awards & RecognitionGold Award Winner 2019 at NASSCOM Design4India in Best Enterprise Design Category

Silver Award Winner 2019 at UXIndia 2019 for Best Enterprise Design

Duration10 Months

The Beginning

Back in April 2019 when I moved to Bangalore to join Designit India, I was given an opportunity to be a part of Wipro’s ambitious, design-led transformation program called ‘Quantum’ which envisioned Wipro as an organisation of the future. Pertaining to my prior experiences in designing complex enterprise applications, I was considered a good fit for driving experience design for one of the tracks.

Owing to organic growth over decades, Wipro realized that its legacy systems & processes don’t support evolving business models & new ways of working, ultimately creating hurdles in its own growth. With this problem statement, Designit’s responsibility was to re-imagine legacy core processes using a human-centric approach for the 170,000 people organization, to enable the organization and it’s employees to achieve their business goals & be future-ready. The focus of the engagement was to:

Redesign processes such that they empower all stakeholders to deliver growing value to their customers & employees over time.
Enable teams to act with agility to meet the markets’ changing needs.
Radically transform the organisation and its pillars to create meta-processes which are both sustainable and flexible, and can accommodate extant and future ways of working.
Finally, ensure that all people-system-people interactions emerge from user-centric process blueprinting and not vice-versa.

It’s not just the process, its the whole organisation and the interdependencies between the organisation pillars.

Groundwork

To get a better understanding of the Wipro ecosystem we analysed each of its elements and identified challenges, which then led to the definition of actionable insights that will guide the vision and the future solution. We analyzed all the internal processes to gain both tactical and strategical knowledge and insights that were specific to the various steps in the process. Process clustered studied:

Lead to Order
Order to Cash
Hire to Retire
Talent Supply Chain

My Role

As Experience Design Lead, my responsibility was to drive the user experience for "Lead to Order" track. My team consisted of 2 Experience Designers, 1 Digital Designer & 1 Researcher. I reported to the Strategic Design Director for Designit India and Program Manager for Project Quantum in Wipro. Along with that, I had to work very closely with Business Process Experts, SAP backend engineers & MS CRM architects to ensure both business & user requirements are met within technical constraints. In addition to leading & driving the experience for the whole track, I also worked as an Individual contributor for one sub-module called Deal Collaboration & Pricing.

Discovery

The project kickstarted with a 7-week ‘Discovery‘ phase where our primary objectives were to:

Understand the challenge at hand and highlighting areas of impact
Combining inside -out and outside-in research to build a full picture of the drivers for change
Defining the approach that will lead us in designing the future solution
Leveraging the knowledge of the organization for research validation and creation of potential solutions

Current journey maps illustrate user activities and touch-points with pain-points identified at each step and its impact on people, business and experience.

The research insights led us to derive guiding principles that have become cornerstones of the Wipro processes of the future. The outcomes were detailed service journeys of future processes which then informed business process redefinition & the UX design of future digital systems.

Guiding Principles

From the research synthesis, we identified various opportunity areas that will inform the future solution & address challenges across the ecosystem. Using the opportunity areas we culminated the guiding principles to drive the re-imagination of Wipro’s organisational processes.

Flexibility

As opposed to the rigidity of standardised processes, flexibility means to adapt and respond quickly to our clients’ specific needs as well as our own internal changing needs in a fluid and frictionless manner.

Collaboration

Individual tasks and group work are aligned, guided by a common objective, and supported by accessible and empowering instruments.

Reliability

We want to cultivate a sense of trust and certainty, providing objective and accurate information that people can depend on to make confident decisions.

Ownership

We want to define in a clear and accessible way who is the owner for processes and tasks both for the owner, the people he/she cooperates with and the client. We want to reduce inefficiencies and misunderstandings that could affect the workflow and the relationship with clients.

Visibility

We want to provide clear contextual and procedural information and insight that people need in order to understand how their work affects others across the process and fits into the bigger picture of the organization.

Autonomy

We would like to empower all Wipro teams to be autonomous in the processes by allowing the freedom to make delivery choices within a framework that ensures each team is accountable for their end goal: delivering value to clients.

Define: The Future Journey

Based on co-creation sessions with various process stakeholders & mapping areas of high priority, We created service journeys, identified & prioritised roles & their service interactions across process clusters. The journeys were validated with stakeholders through multiple co-ideation workshops. The validated service blueprints were used as input for business process finalisation & UX design.

We created service journeys, identified & prioritised roles & their service interactions across process clusters. The journeys were validated with stakeholders through multiple co-ideation workshops. The validated service blueprints were used as input for business process finalisation & UX design.

Design: IA and Task Flows

We conducted system demos and pre-design workshops to validate the process flows which were detailed out keeping the employee experience at the core. We conducted card sorting with business users & stakeholders to group content & processes. We created role-wise task-flows and conducted validation sessions to refine, validate, and finalise the user flows.

Experience Drivers

Derived from our understanding of user behaviour and guiding principles – the six experience drivers define the user interactions, wire-flows and visual design language.

Cohesive

Creating consistency across platforms to increase familiarity & intuitiveness.

Flexible

The system should be customizable, adaptive and scalable to accommodate changes and the needs of different roles

Accessible

Designing for human diversity allowing all types of users to have a unified experience.

Responsive

Acknowledging actions with adequate feedback, assuring the user that their actions are accomplished.

Guided

Keep users informed throughout all stages of every process, helping them make better decisions.

Focused

Define the user flows in a sequential manner so that users can focus on a particular task at a time.

Design

In order to ensure scalability and standardisation we created a design system consisting of guidelines and components, for easy hand-offs between teams. As we progressed into the design phase we made necessary modifications into the design library to capture all scenarios and details about the use of each component. We compiled an interaction design document that acts as a design system and guidelines for both design and development teams.

Detailed Designs

Using the experience drivers and IA we translated the user flows into seamless wireframe flows and compelling visual designs. We conducted recurring validation meetings with dev and business teams to validate the detail designs and finalising the design solutions.

The Re-imagined Employee Experience

With a complex organisational structure & multi-level decision-makers, it was both challenging as well as exciting to define a vision for Wipro’s future. For every employee in the organisation, the vision re-established a sense of trust that in this evolving market Wipro too can reinvent itself.

From fragmented workflow to a unified omni-channel system
From multi-level approvals to employee empowerment
From a lack of accountability to real ownership
From lack of information access to Artificial Intelligence enabled digital assistance
From numerous disconnected sources to a single source of truth
From consistent offline followups to realtime online collaboration.

WiproOne - One System for the Enterprise

From sales & marketing to project management, operations and hiring, we brought all business processes and user functions under one roof. Wipro One provides role wise access to everything a user needs to carry out their tasks.

Data visualisation redefined

Use of data visualisation components like dashboards, summary cards, calendar, etc., to give the user an accessible and contextual summary of information.

Wipro assistant - provisions contextual information & collaboration

An AI-powered digital assistant that provides contextual insights as well as help & support to make informed decisions. It also serves as a collaboration tool to enable messaging, information broadcast & file-sharing between individuals and groups.

Efficient, automated & digital

Using cutting edge technologies like Machine Learning, Optical Character Recognition, Pattern Recognition, Voice to Text, Voice Commands to digitise manual activities and increase process-automation.