LIFE SCIENCES/ HEALTHCARE, EMPLOYEE EXPERIENCE, RETAIL
MY ROLE: SENIOR SERVICE DESIGN CONSULTANT
ABOUT EY SEREN
EY Seren is an International Design Consultancy with branches across more than 8 countries. With one of the biggest Service Design teams in London, the consultancy help clients achieve digital business transformation through a customer-centred approach to design.
As part of one of the Big-4, Ernest & Young, the consultancy delivers transformational projects across all industries, from Life Sciences, Financial Services, Retail, Telecom to the Public Sector.
As a Senior Service Design Consultant, I work with a mix of varied qualitative methods of user research, from in-depth 1-to-1 interviews with users and experts, with detailed interview guidelines, to prototyping; end-to-end journey mapping, service blueprinting for current and future state, ecosystem mapping, trend analysis and secondary research, co-creation virtual workshops.
I work in a collaborative way, with multidisciplinary teams together with the client, Business Design, Experience Delivery and areas, like developers or supply chain, depending on the nature of each project.
Most of the projects are confidential and under development. Here are some of the challenges and industries I worked:
1. How might we inject human-centricity into an existing working framework?
Supporting a leading Pharmaceutical company to reimagine their ways of engaging with Health Care Professionals globally, creating 'how-to' guides to have a customer-centric approach, co-creation instances and prototyping sessions. Pivoted in the UK to test and iterate the framework.
2. How might we design a core central government service to help contain the pandemic?
Helping a major central government unit to uncover the needs of users, through the creation of a Beta Community. Led and set up the user research sessions, delivering thought-provoking insights recognised at a national level.
3. How might we create an online environment to nurture a service design team?
Idealising and creating the 1st lunch and learn series at EY Seren, activating a peer-to-peer learning system. Engaged the full practice at all levels to deliver content, provided a place for people to experiment with new facilitation ideas, encouraging colleagues to try new ways of working.