More and more partners wanted UX design support. But as the only workforce-facing UX design team throughout the entire enterprise, we never had enough designers to support. We had to find an objective way to invest not only in the work that would be most impactful for our workforce experience, but would also grow the skills and strengths of the team, unify siloed work, and result in direct cost savings or revenue growth.
USAA's deployment of Workday was over-configured and overly cumbersome. Employee sentiment with regard to Workday was not positive, and there were vast inefficiencies in completing many of the Workday tasks.
There were a wide array of services, offerings, and infrastructure provided as internal tools to enable USAA's workforce to do their jobs. A majority of those offerings were disjointed and disconnected from each other - from visuals to communications, from hierarchy to findability, from transparency to education. USAA employees were not able to interact with workforce-facing applications as a single entity.
IT service management (ITSM) at USAA was costly and slow. Costs averaged about $20/issue to resolve, and a majority of the most popular issues had easily-automated solutions (password resets, for example) that required an average of 10-15 minutes if users worked with a support agent to resolve.
Our IT Service Management (ITSM) processes were such that if a user submitted an issue on their own, without calling or chatting the service desk, a support agent would reach out to them directly to get the issue resolved. If they could not make contact upon initial outreach, they would try again up to 3 times. If they still failed to reach to person who submitted the issue, they would simply close it out, stating that they could not make contact with the user.
Prior to Covid, one of the highest-recurring pain points within the non-customer facing workforce was finding and booking a reliable conference room for meetings. Rooms were often booked out constantly, and when you could find a room, there was often a technology issue that prevented that room from being fully usable.