As service designers, we always highlight how significant it is to devote time to empathize and deeply understand the user’s perspective, but it makes everything much easier and better when we have our client on board with us!
This time, it was no different and the Sonae team understood how impactful this was, even having a lot of previous data, and this truly showed in the rest of the project by having everyone on board and having true crusaders and believers in the sessions.
These are examples of what we recognized together:
- Sonae MC team took part in the interviews, which helped them empathize more deeply by hearing the employees in person
- By being fully engaged in the qualitative research and throughout the project, Sonae MC’s team was able to convince and gain sponsorship, from internal key deciders and enablers, about the project’s impact and value
- The employees truly opened up during the conversation in a deep level that surprised the HR team by talking to Koos which represented an external neutral party, who was unbiased and impartial
- The sensitizing booklet was fundamental to unlock the employee’s impressions and deeper thoughts and opinions when preparing for the interview