HR Crew-Swap Service Request

Business requirement

Under the HR transformation programme a problem was identified relating to the complexity of a crew lead requesting that two shift workers swap their shifts. Four separate service requests had to be submitted referencing multiple HR systems resulting in wasted administration and processing time.

CIO watchlist: Yes
Scale: Global, Whole of HR services
Programme Management: Customer

The credibility gained via the success of this initiative resulted in recognition of the efficiency and effectiveness of user-centred design resulting in an expansion of the programme scope.

HR SME
The outcome of this initiative unlocked the programme's ability to tackle riskier business problems

HR Programme Director

What we did

• A problem had been raised by mine crew team leads as to the complexity in requesting two team members swap shifts

• A solution was identified using the user-centred design principles of design ideation sessions and testing with crew-leads

• The solution was mocked up as a clickable prototype and end-user testing was conducted to evaluate the effectiveness of the solution

• Refinements to the solution were identified via the end-user testing process and incorporated into the final design requirements for build

• The solution was implemented on the organization's enterprise service management platform and released to a production pilot user group

• A custom developed sentiment feedback tool gathered end-user feedback which was monitored over the pilot period

• The pilot results were evaluated and a decision was made to launch the solution to the entire production user base

• In the first 6 months, the new service request process has been used over 700 times

Delivered outcomes

A service request process that streamlined the process for crew leads.