With the Fund growing rapidly and resources expected to come under pressure, the Talent Acquisition team wanted to ensure they could continue to deliver a high level of service to both the candidates and wider the business.
When we partnered with the Cbus Talent Acquisition (TA) team to apply a design thinking methodology it was about future-proofing a critical business function. We were looking at an opportunity. The fund is growing, in-housing functions and expanding specialist areas. The talent acquisition team were looking for ways to enhance the already high level of service their customer had become accustomed to - to ensure this service was not compromised.
The team knew of and were using some of the great digital products available to support the candidate and on-boarding journey, however they wanted to be sure they could create moments of genuine delight for both successful and unsuccessful candidates that felt personal even when automated.
To do this the team needed to understand the customer experience from end-to-end.
Over a period of three months the TA team immersed themselves in the full design thinking process of research, analysis, ideation, prototyping and finally testing a low-fi version of their improved experience on recent hires. In this exercise of co-creation, they learned through doing, from interviewing their client to building out their own customer journey. Each workshop or coaching session included both theory and practice.
Drawing on all of their design thinking experience and focused fully on the needs outlined by the TA customer the design team prototyped a solution that would allow them to keep candidates engaged through the process and produce maximum moments of delight. This solution will be streamlined using existing digital products and the process delivered:
· In-depth qualitative data mapping the needs, pains and priorities of their customer
· A comprehensive service blueprint detailing the end to end journey of the candidate and enhancements to the service (‘wow’ moments)
· Collaboration across departments to generate fresh ideas and get project buy-in
The What now
The Cbus talent acquisition team are now equipped with a strong understanding of how to apply design thinking to their everyday operations and as they move into implementation and integration they’ll continue to test their improvements, driving a completely seamless and exceptional candidate experience.
In the words of TA General Manager and project lead Georgie Taylor
"Design thinking has allowed us to truly empathise with and understand our customer needs, pain points and opportunities. Most importantly the skills imparted allow us to replicate this methodology again and again – so we can continue to innovate as a team."
What was the result:
· A comprehensive service blueprint detailing the end to end journey of the candidate and enhancements to the service
· In-depth candidate interviews/ qualitative data mapping the needs, pains and priorities of the TA customer
· A repeatable framework and methodology for a user- centered approach to candidate engagement and a tool kit for innovation
“It has been an absolute pleasure working with Naked Ambition to enhance the candidate experience at Cbus. They have partnered with the talent acquisition team to apply design thinking methodology to truly empathise with and understand our customer needs, pain points and opportunities. Most importantly the skills imparted allow us to replicate this methodology again and again – so we can continue to innovate as a team.”
- Georgie Taylor, HR General Manager, CBUS