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Transforming transactional performance management

Project Type

Experience Design Research
Experience Design

Associates' reactions to performance feedback and compensation decisions profoundly affect their perception of an organization and their relationship with their leader. This organization faced similar challenges and sought our assistance.

Partnering with the HR team, we interviewed associates to uncover pain points and opportunities from both individual contributor and people leader perspectives. Insights highlighted a transactional experience for individuals and a lack of autonomy for leaders, with policies overshadowing personalization. To tackle this, we devised short-term and long-term design sprint roadmaps, initially focusing on improving communication and dialogue in preparation for the upcoming feedback cycle.

Empathizing with both individual contributors and leaders, we developed two digital guides to enhance communication and dialogue. Through iterative cycles of idea generation, prototyping, and testing, we launched interactive guides accompanied by dialogue planners. This initiative resulted in a 10% improvement in NPS scores for the annual process, with glowing testimonials.

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