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Challenge
 

1. To gain an understanding of the existing consultant-transferee experience, their service procedures, and the common roadblocks occurring in transferee relocations.
 

2. To identify opportunity areas and propose a future-state experience of the transferee journey with actionable product, service and cultural training concepts that consultants could implement to better serve transferees.
 

I led and independently conducted all research activities, collaborating directly with the stakeholder and client.

 

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Process

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Immersion
 

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Stakeholder Interviews

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Preliminary stakeholder interviews provided an understanding of the common and reoccurring complaints raised by transferees during or after the relocation process.
We examined the current strategies and procedures of consultants, the constraints they work within, and their perspective on transferee’s pain points and desires.
 

 

 

 

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Shadowing 

 

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This is how I captured an experience journey.

Shadowing provided an immersive and comprehensive

observation of the real-world interactions between the

consultant and transferee. I was able to observe major segments

of the relocation process by joining the consultant and transferees

in their in-person meetings, area tours by vehicle and on foot,

and home viewings and inspections. The key outputs of

shadowing these interactions were the identification of transferee’s

cultural and communication needs, the current service flow,

and transferee’s emotions during the relocation.

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Current-State Journey Map

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I used the findings from interviews and user shadowing to create this current-state journey map.

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Ideation

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Persona Creation

 

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Here are some of the personas I used to capture the various transferee experiences and needs. These personas were also used for the empathy workshop.

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Empathy Workshop

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This workshop created a space to take existing transferee and consultant insights and use them to shift stakeholder focus from results-oriented to communication-oriented. We explored themes through sharing transferee stories, connecting with transferee personas, and ideating ways to improve their experience.

We focused on POV statements

“Valentina, who is moving to San Francisco for her new job, needs to find her dream apartment within 15 days. However, she is struggling to find apartments within her budget that meet her needs.”
 

And considered empathetic solutions though HMW statements

“How might we make it easier for Valentina to consolidate her apartment and budget needs?”
 

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Concept Prioritization

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I kept track of all the suggestions and ideas presented throughout the immersion and ideation phase and, using post-it notes, formatted them as actionable service concepts to review, imagine, and prioritize.

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Outcome

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Future State Experience

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The following opportunity areas have been woven together to propose a future state experience that allows transferees to be listened to, understood, and have their needs be met holistically and cohesively:

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Consistent Connection: Formalize and systemize points of contact at each stage of the relocation process, particularly upon immediate arrival of the transferee. A formalized structure would enable more meaningful and frictionless interactions and foster collaboration between consultants and transferees.

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Transferee-Driven Service: Construct an interactive experience that emboldens transferees to participate in the selection of services provided by supplying digital service menus.

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Automated Assignment: Bridge instant connection between consultant and transferee through synced consultant calendar availability and by reducing assignments via email.

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Edible Information: Package bite-sized information and supply them during key points during the relocation with particular consideration to repeating crucial pieces of data at the documentation stage.

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Cultural Awareness: Provide cultural awareness training and connect consultant and transferee by shared experiences. Culture can be considered as our sixth sense. It is the lens through which we perceive the world and our place in it. Culture shapes our social interactions, but we are often not aware of its importance until we find ourselves in an unfamiliar environment with foreign systems and cultural meanings.

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People require stability in their personal environment, and a large factor for this stability is living in a place that is known to them. This stability is shattered for people who are relocating to a new country. Part of the consultant’s role should be to help re-build this stability for transferees through empathetic communication and service.

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