Helping the McKesson IT organization improve customer experience for employees.
McKesson’s Customer Experience and Change Management organizations wanted to address the problem of poor customer experience within the IT organization and wanted to better understand the various perspectives about its employees. I conducted qualitative research by interviewing selected employees to better understand how they engaged with the IT organization for their needs, along with what their pain points and frustrations were.
I started my process by reaching out to various IT customers within the McKesson organization and conducting 1:1 interviews to better understand their perspective when engaging with IT. I intentionally didn’t come into the interviews with a set of predefined questions, but instead encouraged storytelling to explore their experience with IT. Customers spoke about what mattered to most to them and shared their frustrations and pain points.
Recognizing patterns + prioritizing pain points
I began to organize, group and label the qualitative insights into pain points based on the patterns that emerged from the interviews. All in all, I found 20 unique pain points raised by employees who engage with the IT organization at McKesson. To make sense of this qualitative data, I wanted to develop a relative priority by plotting each identified pain point on a matrix showing how painful the aspects of the current state are as well as how many people addressed the same perspective. Based on these two variables, I was able to identify the overall priority of each pain point ranging from Very High to Low.
Summarizing the overall emotional experience
I also learned about the current tasks and activities that Customers take part in when engaging with McKesson IT. Based on my interviews, I identified two models where customers engage McKesson IT for:
Business Application Development
Technical Support and Issue Resolution
For each of these engagement models, I outlined the high level steps that a customer takes when working with the IT organization and based on the pain points I learned of during the interviews, I was able to visual the emotional experience of a typical customer throughout engagement with IT.
Once the pain points were identified and prioritized, I was able to then engage the McKesson stakeholders with a shared understanding of what the current state is and begin to lay the groundwork for further conversations on how to address these pain points.
For each pain point, I created an opportunity statement statement that would be incorporated into a roadmap strategy to solve for a particular pain point. I applied the same method of prioritizing these high-level requirements across a similar scale ranging from Very High to Low, but this time I included the level of benefit or value of the feature as well as the level of difficulty to implement the change.
Framework for a roadmap
Defining the roadmap for improved IT customer experience for McKesson employees is no small task. But the research conducted helped McKesson begin to focus on the key pain points identified from various employees and allows them to have continued conversations around which solutions are feasible to address first.