A digital journey for the employee

Following an internal restructuring and the addition of new responsibilities, the Rede D’Or São Luiz human resources department invited us to assist them in digitizing the area. The project's premise was to conduct a comprehensive diagnosis from the employee's perspective, from the moment they are hired until they leave the company, and identify potential opportunities to improve the experience throughout this journey.

‍Detailed fieldwork and precise personas‍

Due to the exploratory and analytical nature of the project, we conducted an extensive immersion phase that included field visits, analysis of internal research and materials, and numerous interviews. An additional challenge was establishing criteria for recruiting employees to be interviewed, which had to range from stretcher bearers to doctors.

To achieve the greatest possible representation, a broad sample was required, covering all areas of the company, including clinical, operational, and administrative staff.

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The project also involved building highly detailed personas aimed at representing how the different behavioral profiles identified relate to their jobs and the company. Next, a validation phase was carried out with several directors and vice presidents at Rede D’Or. These conversations helped select and prioritize the findings from the process and clarify senior management's expectations for HR.

Where and how to communicate: a precise MVP

It became clear that knowing what and when to communicate was the biggest challenge for HR. Therefore, in addition to the personas, the project included the development of an ideal employee journey, serving as a foundation for decision-making and tool development. Through this, we were able to observe weaknesses, strengths, and opportunities for improvement, all prioritized for better adoption by the D’Or workforce.

Already desired by the HR team, an employee communication app gained momentum. All the field research enabled us to design a very lean and precise MVP, addressing employee pain points and, consequently, making it easier to integrate into the company culture.