Jax Wechsler

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Woolworths Group Discovery

The brief: How might we improve the team member experience of IT Support for Woolworths Supermarkets, Metro, Big W and Supply Chain Staff?

From November 2019 to June 2020 I worked on the IT Service Transformation program for the Woolworths Group as the Lead Service Designer.

This program is funded by the Woolworths Group Service Operations and Infrastructure Division and was the first Service Design project this group had run internally (using contractors as opposed to outsourcing to a consultancy).

Activities:

Phase 0 : Nov 19-Jan 20 :
During November to January I shaped up and planned the program’s Service Design approach and helped determine resourcing requirements.
I supported hiring of a team of service designers, that grew to a team of 5 over an 8 month period.

Phase 1 : Jan 20 – April 20
Led team to conduct qualitative research with Big W, Supermarkets, Metro, Woolworths Group Support Office and Supply Chain team members


 

Delivered:

  • Research insights report (3 team member insights + 2 conditions for success insights)
  • Video summarising research insights
  • Behavioural archetypes for different types of team members
  • Need states defining the key needs of team members
  • 3 journey maps mapping 3 current state scenarios relating to opportunity areas
  • Opportunity areas (to inform phase 2)

Phase 2 : April 20 – June 20

Conceptual design of service concepts related to opportunity areas and a roadmap.

Delivered:

  • North Star Vision
  • Quick wins
  • Design Principles
  • High level concepts
  • Roadmap
  • Facilitation of prioritisation process
Jax was the Service Design Lead under the IT Service Transformation Program which aims to transform Woolworths Group Team member experience of all aspects of IT. Jax immediately connected with the desire to engage our team members on what would be of value to them, and proceeded to collaborate in shaping the research component of the work and build out of the Human Centred Design team. The research was undertaken during the onset of the COVID-19 pandemic, and the team had to adopt and use many non traditional approaches to secure input from our front line teams. The resulting design workshops, inclusion of many diverse groups across the business (front line retail, supply chain and IT) resulted in a compelling Research Report which exceeded the expectations of our C level stakeholders. Ultimately it comes down to would I wish to be on the same team as Jax in the future, and this is a resounding "yes, anytime..." Glenn Seward - Program Manager
 

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