Citigroup

Citigroup

An award-winning employee experience that transforms an organization and future-proofs the workforce

Challenge

Help facilitate Citigroup's global business transformation, enabling growth, economic progress and operational excellence by improving operational efficiencies and creating a meaningful employee journey for its global workforce, making employees feel supported, productive, empowered, and immersed in the organization's culture.

Solution

Creation of a consumer-grade global digital employee experience, complete with targeted capabilities for new hires, employees, managers, and HR professionals. In every aspect of the new solution, the design was acutely aligned to the goals of transformation. The solution promotes cultural change, talent development, and operational effectiveness through rich, relevant, and contextual experiences for all constituents – all tailored to the business consumer’s role, business unit, geography, and local language. The solution defined an experience strategy and a two-to-three-year roadmap to realize the responsive design. 

My Role

My role was lead User Experience designer across all releases following a people-centric design methodology, including:
  • Analysis of current state and analytics to identify pain points and adoption challenges.
  • Design and development of all user experience deliverables such as personas, design principles, wireframes, design system, etc. Axure was the main tool used for wireframing and prototyping. 
  • Creation and management of an experience design council that included over one hundred participants representing major constituents (employees, managers, and HR). The council was used to help define user requirements, co-create and iterate design, and act as ambassadors of change.
  • Development of adoption management metrics to measure impact of new design relative to the intended business strategy and outcomes and to provide input to the roadmap of future releases.

Sample Deliverables

Results

Enable the employee journey

The new experience provides a wealth of knowledge and guidance that inspires people to take ownership of their career journeys. It helps connect people to form strong partnerships within the organization and to engage towards productive outcomes for the individual and the organization at large. For new hires, the transition is seamless, from before Day 1 to the onboarding experience, through the entire career journey.

Champion managerial excellence

Manager empowerment is reinforced in actionable leadership contexts, encouraging managers to be effective coaches and mentors in leading their team. Decision support and guidance empowers them to make good decisions, take action, and guide their team on their career paths.

Achieve operational excellence via self-service

The solution is an effective Tier 0, providing decision support and guidance in the scenarios where it’s most useful. Digital-first capabilities (including omni-channel and analytics at the point of need), coupled with appropriate context when connecting people with data, systems, and transactions across the ecosystem, makes it a preferred channel for self-service.

Promote culture in action

The experience expresses and models the organization’s essential philosophical commitments in meaningful and actionable contexts, making them highly relevant to people’s work to promote desired mindsets and behaviors.

$8M

cost savings realized first year

253,000

employees, managers and HR professionals

160

countries

11

local languages
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