Staffing Agency
A strategic project to reposition Italy's leading staffing agency
The brief:
Our client, a multinational staffing agency, needed to evolve from a basic service provider to a market leader. The challenge was to redefine the candidate and client journey to improve their market positioning.
Our solution:
We conducted research, identified insights and drivers, and developed case studies and concept seeds. We co-created strategic initiatives, designed an optimized to-be journey. Our work served to outline streams of projects to reposition the agency, gaining significant attention and new opportunities.
Project details
Type
Strategic Design
When
2023
Role & responsabilities
Research Concept Development Experience Mapping
Team
1 x Design manager
2 x Service designer
1 x Strategic Designer
Staffing Agency
A strategic project to reposition Italy's leading staffing agency
The brief:
Our client, a multinational staffing agency, needed to evolve from a basic service provider to a market leader. The challenge was to redefine the candidate and client journey to improve their market positioning.
Our solution:
We conducted research, identified insights and drivers, and developed case studies and concept seeds. We co-created strategic initiatives, designed an optimized to-be journey. Our work served to outline streams of projects to reposition the agency, gaining significant attention and new opportunities.
Project details
Type
Strategic Design
When
2023
Role & responsabilities
Research Concept Development Experience Mapping
Team
1 x Design manager
2 x Service designer
1 x Strategic Designer
Staffing Agency
A strategic project to reposition Italy's leading staffing agency
The brief:
Our client, a multinational staffing agency, needed to evolve from a basic service provider to a market leader. The challenge was to redefine the candidate and client journey to improve their market positioning.
Our solution:
We conducted research, identified insights and drivers, and developed case studies and concept seeds. We co-created strategic initiatives, designed an optimized to-be journey. Our work served to outline streams of projects to reposition the agency, gaining significant attention and new opportunities.
Project details
Type
Strategic Design
When
2023
Role & responsabilities
Research Concept Development Experience Mapping
Team
1 x Design manager
2 x Service designer
1 x Strategic Designer
Setting the Stage
Our client wanted to revolutionize its value proposition to become a leading and trusted staffing agency. Embracing a new hybrid business model that blends digital and offline experiences, the goal was to improve the candidate and client experience.
The project focused on assessing the current customer segment model and customer experiences, then updating these elements to align with the new value proposition. The transformation covered Italy, Germany, LATAM, and Portugal.
Discover Phase
To understand the context, point of view, and experiences of candidates and clients, we began with a kick-off workshop involving key stakeholders. This collaborative session helped outline initial insights and set the project’s direction.
Next, we conducted comprehensive stakeholder interviews to gather diverse perspectives and ensure in-depth understanding. All results, including insights from the workshop and interviews, were included in a report.
Understand phase
To explore further, we used several research methods.
First, there was a quantitative survey with 2,000 candidates in Italy, Germany, Brazil and Portugal. Then qualitative interviews were conducted with sales representatives, branch employees and customers, including ethnographic research through observation of branch employees in Milan.
The collected data were then analyzed and synthesized leading to 9 key insights and 6 business drivers, which formed the basis for the design phase.
Design Phase
Together with 11 key stakeholders, we participated in a co-design workshop. Starting with research opportunities, the participants generated concepts to improve the future candidate and client experience.
The ideas collectively generated became key strategic initiatives to guide future implementation.
We then mapped “To-Be” journeys and developed an action plan to implement these initiatives.
Learnings
Combining different research methods was essential to understanding the aspirations of candidates and clients.
Communication and alignment with stakeholders has been critical to the implementation and adoption of new initiatives, reaffirming that strategic design is as much about people and processes as it is about ideas.
This project allowed us to present our work to senior executives, expanding our impact and opening up new design streams.
Setting the Stage
Our client wanted to revolutionize its value proposition to become a leading and trusted staffing agency. Embracing a new hybrid business model that blends digital and offline experiences, the goal was to improve the candidate and client experience.
The project focused on assessing the current customer segment model and customer experiences, then updating these elements to align with the new value proposition. The transformation covered Italy, Germany, LATAM, and Portugal.
Discover Phase
To understand the context, point of view, and experiences of candidates and clients, we began with a kick-off workshop involving key stakeholders. This collaborative session helped outline initial insights and set the project’s direction.
Next, we conducted comprehensive stakeholder interviews to gather diverse perspectives and ensure in-depth understanding. All results, including insights from the workshop and interviews, were included in a report.
Understand phase
To explore further, we used several research methods.
First, there was a quantitative survey with 2,000 candidates in Italy, Germany, Brazil and Portugal. Then qualitative interviews were conducted with sales representatives, branch employees and customers, including ethnographic research through observation of branch employees in Milan.
The collected data were then analyzed and synthesized leading to 9 key insights and 6 business drivers, which formed the basis for the design phase.
Design Phase
Together with 11 key stakeholders, we participated in a co-design workshop. Starting with research opportunities, the participants generated concepts to improve the future candidate and client experience.
The ideas collectively generated became key strategic initiatives to guide future implementation.
We then mapped “To-Be” journeys and developed an action plan to implement these initiatives.
Learnings
Combining different research methods was essential to understanding the aspirations of candidates and clients.
Communication and alignment with stakeholders has been critical to the implementation and adoption of new initiatives, reaffirming that strategic design is as much about people and processes as it is about ideas.
This project allowed us to present our work to senior executives, expanding our impact and opening up new design streams.
Setting the Stage
Our client wanted to revolutionize its value proposition to become a leading and trusted staffing agency. Embracing a new hybrid business model that blends digital and offline experiences, the goal was to improve the candidate and client experience.
The project focused on assessing the current customer segment model and customer experiences, then updating these elements to align with the new value proposition. The transformation covered Italy, Germany, LATAM, and Portugal.
Discover Phase
To understand the context, point of view, and experiences of candidates and clients, we began with a kick-off workshop involving key stakeholders. This collaborative session helped outline initial insights and set the project’s direction.
Next, we conducted comprehensive stakeholder interviews to gather diverse perspectives and ensure in-depth understanding. All results, including insights from the workshop and interviews, were included in a report.
Understand phase
To explore further, we used several research methods.
First, there was a quantitative survey with 2,000 candidates in Italy, Germany, Brazil and Portugal. Then qualitative interviews were conducted with sales representatives, branch employees and customers, including ethnographic research through observation of branch employees in Milan.
The collected data were then analyzed and synthesized leading to 9 key insights and 6 business drivers, which formed the basis for the design phase.
Design Phase
Together with 11 key stakeholders, we participated in a co-design workshop. Starting with research opportunities, the participants generated concepts to improve the future candidate and client experience.
The ideas collectively generated became key strategic initiatives to guide future implementation.
We then mapped “To-Be” journeys and developed an action plan to implement these initiatives.
Learnings
Combining different research methods was essential to understanding the aspirations of candidates and clients.
Communication and alignment with stakeholders has been critical to the implementation and adoption of new initiatives, reaffirming that strategic design is as much about people and processes as it is about ideas.
This project allowed us to present our work to senior executives, expanding our impact and opening up new design streams.
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