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HR Service-Delivery Transformation Methodology

Business requirement

The Human Resources department of a global mining client was undertaking a transformation of their service delivery model focusing on user-centred design. Pipefish provided an agile, Lean UX methodology to structure collaboration between HR SMEs and Pipefish delivery resources.

CIO watchlist: Yes
Scale: Global, Whole of HR services
Programme Management: Customer
We delivered higher than expected throughput by collaborating within a structured framework.
HR SME
We were able to respond to customer problem statements in a responsive way achieving better end-user outcomes.
HR Programme Director

What we did

  • Pipefish worked with customer SMEs and management to define and execute a methodology to ensure an efficient engagement model
  • The methodology leveraged User-centred design principles to deliver rapid prototypes ahead of build activities
  • End-user testing was conducted against prototypes to evaluate their effectiveness
  • The methodology provided a framework to evaluate the business benefits of any solution throughout the prototype and build phases to allow a "fail fast" approach
  • A "feature-flagged" enablement approach allowed for production prototyping by pilot groups and inline sentiment feedback captured real-time usability
  • The process "book-ended" the Pipefish Scrum delivery model
  • The process facilitated decision making through the definition of stage-pass criteria which removed subjectivity

Delivered outcomes

Project SMEs were benefited through the connection of HR process improvement and technical delivery resources resulting in high-throughput.

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