Another Paper newbie! Well, it’s another year and another new starter in the Paper team, and what better way to celebrate than by writing a blog post! My name is Rachael and I am joining the team as a user researcher.
From websites to chat bots and mobile apps, we have the capacity to create, test and get your digital product up and running…
As one of the largest law magic circle firms in the world, with offices around the globe, the people at Freshfields need to work with each other and their clients across time zones and jurisdictions seamlessly. To this end, Freshfields has started a Digital Transformation that includes a programme to modernise its end user ecosystem, devices and tools and thereby enable new ways of working. Paper was engaged to carry out the user research to inform the design of this new ecosystem.
First we designed and published a global survey to try and understand the range of people working at Freshfields so that we could prioritise who we needed to interview. Over 900 people responded which demonstrated the massive appetite for change in the organisation. Then we designed our user research. We had a short amount of time so we split into two teams, one team travelling to Frankfurt, and New York, the other team went to Brussels and Hong Kong, and both teams did analysis in London and Manchester. We also researched using video conferencing with Singapore, Tokyo, Beijing, and Washington. Stitching the research back together we produced insights into issues people have with technology, where there is frustrations and usability issues, how changes in the sector are creating new business needs, and areas where the culture and governance of the organisation conflicted with technology use. The user stories generated by this work then informed the solution designs.
7 delivery teams are all working with the user stories from our research to prioritise tasks and qualify if the user needs have been met. The research also formed part of a successful business case to invest over £12 million in new technology over the next 12 months.
Michael Paulson, Freshfields Global Head of Digital Transformation, said, 'Paper delivered high quality and comprehensive research in very challenging timescales which is now proving to be invaluable to us.
A big challenge for the DfE is the recruitment and retention of teachers. Some locations and some subjects are more difficult than others to recruit and retain for and so the DfE designed a policy aimed at financially incentivising those teachers to stay in the role by reimbursing their student loan repayments.
Colocating is always helpful but on this occasion it was more important because (a) this was a new policy so the work needed to be out in the open for people to see and get their heads around and (b) this was the Product Owner’s first discovery project and we wanted to work closely with her to make sure she received the support and coaching she needed. Our research with teachers showed DfE how teachers consider applying for jobs, their commitment to the profession and how a financial incentive might affect them.
The discovery met all the digital service standards which is always important, and will go live in September 2019. “I think the ethos you have as a company, the work you do and the approach you take is awesome (in the true sense of the word). It gives me real faith that there are people out there that can work in a way that develops people, respects well-being and also gets the job done to an exceptional standard – you should be really proud of what you have built; I am really proud I got to work with you.” - Rheanna, Product Owner
Still not made your mind up about us? Our model is a big part of what makes us different.
Our principles guide more than just what we work on, it guides the people and the culture here at Paper.
How we work with clients is super important to us.
Steve says, - “Paper really acted as an extension of our small project team. Through working closely together they’ve gained great understanding of our product and there’s a real feeling of us working towards a joint goal.
We write about things you might find useful such as what we're working on and the industry we work in.
As we live in the information age - where every person is expected to access information, essential services and products digitally - it’s imperative for innovators, creators, designers, developers, and government to make their digital products and services inclusive.
Where do you start? The Co-op employs nearly 70,000 people, across six main businesses, Food, Banking, Insurance, Legal, Funeralcare and Electrical. It also has many divisions within those (for example Co-op Digital) who also have different needs within each business.