Scaling Empathy, A Case Study in Change Management

Organizations of all sizes often struggle to reap the full benefits of change, especially in times of transformation, despite huge investments in technology and process. This is often because employees don’t understand how their role is changing. It may seem simple to just clarify roles and responsibilities, but as with consumer facing products, people are unique, complex, and motivated by factors that aren’t always easy to discover. Additionally, designing for the employee can also mean designing for stakeholder buy-in.

This is a story about a real world approach to building practical application of empathy across multiple disciplines and reporting lines, overcoming reservations, navigating politics, with the goal of building a lasting partnership where employee UX design/execution is a team sport and never outsourced.