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Visualizing the Layers of Employee Support
User Research, Strategy



Project Duration

5 months

Role & Activities

Service Designer

How might we understand and design for the employee experience in employee support?

While that may sound like an obvious question, often large-scale IT organizations don't build their processes from the end user's perspective. Adobe sought to more actively include the employee experience during a recent update of their employee support platform. In collaboration with another user researcher, I explored the many layers of employee experience across the process of getting help. I shared opportunities to improve the end user experience through indirect changes to the experience of those folks providing the help. Additionally, I facilitated workshops to support the integration of these insights into project metrics. 

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