How did an industry-leading performance platform boost user satisfaction from 62% to 91%?
The goal
To increase employee productivity and efficiency by creating a one-stop-shop platform for all performance tasks.
The outcome
93%
reduction in time to complete KPI diagnostics (from 180 sec to 13 sec)
+88%
of Foundever global workforce coaching frameworks deployed via iCoach
30%
increase in user satisfaction (based on employee survey)
18%
increase in performance when clients leverage the new platform
The challenge
Employee experience and performance improvement are cornerstones of the culture at Foundever®, and employee success hinges on positive coaching and effective performance reviews.
With that said, in 2019, Foundever set out to redesign a historic employee legacy performance management tool. The goal: create a digital, automated and people-centric platform, to give employees a clear view of performance and drivers, while empowering managers to be coaches and mentors.
The global performance team had their work cut out for them, though, and that’s putting it lightly. The ambitious vision for the new tool was a one-stop shop for all performance tasks, and to do that, they needed to integrate multiple existing tools and functions within an enhanced user interface (UI).
The solution
Industries
All Foundever-supported industries
Languages
+60 languages
Foundever followed a people-centric user-experience (UX) design methodology to design its shiny new global performance platform. Employees would be the ones to use the platform for their success, so why not invite them to have a say in the design process? Community collaboration was the key driver in the project’s massive success.
How it works
- Collaborative data gathering: First thing on the to-do list? Call in the troops. The team gathered users of the existing platform and the MAX community to participate in surveys, user tests, observations and workshops with teams around the globe to get insight on what to improve.
- Road mapping next steps: Next, the team determined areas of improvement with the community by sharing ideas through workshops and design thinking activities.
- Community design: Foundever actively involved teams in the design process, sharing updates and involving the community for feedback and suggestions.
- User testing: Once developed, the platform progressed into user testing. Coaches actively worked within the user interface, shared feedback on functionality, and identified opportunities for ongoing improvement in future iterations.
- Continuous iteration: Roadmap initiatives are constantly monitored and Foundever engages the team and asks for feedback for ongoing improvement.
Results
93%
reduction in time to complete KPI diagnostics (from 180 sec to 13 sec)
+88%
of Foundever global workforce coaching frameworks deployed via iCoach
30%
increase in user satisfaction (based on employee survey)
18%
increase in performance when clients leverage the new platform
The result of the transformation is a platform that empowers operations teams to spend more time focusing on valued tasks and minimising administrative processes.
Functions of iCoach include:
- Customisable team view: See the performance of the whole team on the metrics that matter.
- Performance coaching module: Combine performance data with assessed contact behaviours to pinpoint opportunities and document improvement actions.
- Performance data analytics: Built with tools to support analysis including learning curves, variation-based management (VBM), impact analysis and correlation tools.
- Retention module: Drive employee retention via risk identification and proactive planning.
- Quiz module: Create, distribute and report on knowledge quizzes to understand training needs.
- Continuous performance management: Support long-term growth via appraisal discussions and planning.
As a platform that provides access to performance data and coaching discussions for all employees, iCoach allows users to support performance management actions and discussions more effectively within virtual/at-home delivery. During the COVID-19 pandemic, for example, this helped teams in making a seamless transition to remote working without any impact to performance and helped provide business continuity for our clients in terms of customer care delivery and support.
Today, iCoach is a unified performance platform, bringing together multiple functionalities required by operations to efficiently deliver best-in-class performance results for our clients every day.