Work

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About Me

Work

Resume

About Me

Work

Resume

About Me

Improving the Relocation Process for BGRS

About 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

Project success for the Digital Hub was guided by the following goals

Identify pain points currently experienced during relocation and optimize through research

Identify pain points currently experienced during relocation and optimize through research

Develop a solution that could reduce workload for consultants servicing user relocation

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 app

Enhance the experience with features that align with user needs and encourage usage of app

Project Outcomes

20%

Reduced Waiting Time

-45%

Workload Reduction

90%

User Satisfaction

Researching the Problem

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

My team conducted interviews with 10 users, including both administrative staff and volunteer registrants.

The Athlete user process goes through multiple different information sections before the application can be submitted.

Insights & Findings

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.

Each Special Olympics Canada provincial Chapter used different registration portals and forms.

To build a universal online portal, we needed to establish a minimum standard that everyone could agree on.

We started by creating a Minimum Viable Record (MVR) by documenting, listing, and comparing the unique needs of each chapter.

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.

Our MVR revealed several outdated registration fields and elements that made the layout feel cluttered and disrupted the user flow.

By removing these unnecessary fields and updating the layout for better readability, we can create a more streamlined form that improves both usability and the overall user experience.

Project Outcomes

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%.

The MVR process allowed us the opportunity to check in with each Chapter and understand their unique needs.

This collaborative effort also helped Chapters gain more participation and empowered them in the design process, fostering cooperation and understanding in the future.

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.

After finalizing the MVR, we successfully reduced the number of fields by 40%, allowing for greater flexibility in restructuring the registration form.

We organized the remaining fields into distinct sections, enhancing both readability and scannability for users.

Enhancing Enrollment Layout

With the launch of the Digital Hub, consultants were eager to gain deeper insights into customer behavior. We enabled tracking of the most frequently used modules and introduced a discussion forum to maintain a continuous flow of user feedback and evolving requirements.

Enhancing Enrollment Layout

To address the challenges faced by admin staff, we added sticky navigation to the layout. This allows them to easily switch between sections of the form, which reduces the cognitive load of having to focus on a long, single-page document.

This improvement streamlines their workflow, making the process of approving enrollments more efficient.

Takeaways

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.

Pitching design decisions to non-technical users

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.