Case Study: PepsiCo improves internal digital experience with Optimal Workshop

PepsiCo cuts support ticket resolution times with Optimal Workshop

PepsiCo, a global food and beverage leader, faced challenges with fragmented internal digital systems that were creating friction for its workforce. The 'MyPepsiCo' employee portal and IT service management program lacked intuitive navigation, hampering productivity. To address this, PepsiCo partnered with Optimal Workshop, using its Surveys and Tree Testing products to gather empirical insights into how employees interacted with these key systems.

Optimal Workshop's solution involved a multi-method approach, including tree testing and card sorting to evaluate and reorganize portal navigation based on employee mental models. This data-driven redesign led to a substantial improvement in task completion rates, a significant decrease in time spent searching for information, and a notable reduction in IT support ticket resolution times. The results for PepsiCo included a more cohesive digital ecosystem, enhanced productivity, and increased employee satisfaction.

PepsiCo