Improving the Relocation Process for BGRS
BGRS (now SIRVA BGRS) is a global leader in relocation and move services. They facilitate employee mobility globally, with 77 locations, servicing thousands of employees in over 190 countries.
The current relocation process involved verifying personal information and lengthy follow-up phone consultations (Briefing Calls). I worked with BGRS to develop the Digital Hub - a tool that could simplify both the customer experience and reduce consultant workload.
Application: Web App
Project Duration: 2021 - 2022
Team: Product Owner, Business Analyst, Registration SMEs, UX/UI Designer (me), Full Stack Developers
Final Deliverables: High Fidelity Designs, User Research, Component Libraries
Objectives for the Digital Hub
Identify pain points currently experienced during relocation and optimize through research
Develop a solution that could reduce workload for consultants servicing user relocation
Enhance the experience with features that align with user needs and encourage usage of Digital Hub
Project Results
20%
Reduced Waiting Time
45%
Workload Reduction
90%
User Satisfaction
I analyzed past customer surveys and interviews to identify key pain points, generate user insights, and develop a strategic plan to enhance the overall experience. We also conducted interviews with BGRS Consultants to gain their perspective on the relocation process, focusing specifically on their primary interaction with customers—the Briefing Call
Repetitive Questions
What types of help can I get with moving locations? How will I move my furniture?
I wish to monitor my current situation. What issues may interfere with my progress?
How do I set up my children's education? What options are readily available for us?
Customers' time commitments often led them to avoid phone conversations, which ultimately complicated the briefing call process. This resulted in an influx of common questions from customers. This imbalance created challenges in managing workloads, resulting in heightened stress for both consultants and customers.
Providing structure and guidance
Customers sought a solution that could be accessible and give a solid background to the complex world of relocation. Having something at their fingertips and creating a structure provided customers a sense of direction in an otherwise complex process.
Self-Directed Learning
Learning Modules offer a tangible outcome and clear pathway for relocation customers. This resource condenses the Briefing Call information into smaller, manageable segments, allowing customers to access high-level details at their own pace. By enabling self-directed learning, these modules reduce Briefing Call durations by 45%.
Convenient Content Updates via SharePoint
To streamline content updates, we implemented Microsoft SharePoint, enabling the relocation team to add and manage relocation content and resources at any time. This approach also allowed us to efficiently update information at scale, minimizing issues and ensuring smoother operations.
User testing with secondary users
BGRS customers weren't readily available to interview, so we used the knowledge of BGRS consultants to build a model of both experiences. I learned to be resourceful and work within the confines of what was available with the time and research constraints.
Gamifying learning
This project provided insight on creating an enjoyable and concise learning experience for a content heavy process. I learned to focus on each touchpoint and focus on providing an engaging process to relocation.
I learned to present and defend design decisions to management on a regular basis. The scale of the Digital Hub meant that we needed to have buy-in for each step of the design process.