Case Study: hkp///group boosts employee experience design with Smaply

Best practice report: how service design methods helped HR managers focus on their employees’ needs

The customer, hkp///group—an international HR consulting firm—partnered with the German Federal Association of HR Managers (BPM) to address the challenge of making HR departments more employee-centric. They needed to shift the focus from efficient processes to understanding employee needs to boost experience and loyalty. To tackle this, they collaborated with the vendor Smaply to utilize its service design platform for visualization and collaboration.

The solution implemented with Smaply was a series of workshops where HR managers learned and applied service design methods. Using Smaply, they created personas, system maps, and employee journey maps to visualize and analyze key employee experiences. This led to the development of actionable prototypes and the publication of an Employee Experience Design Playbook. The project successfully engaged approximately 100 participants directly and over 4,500 BPM members online, providing them with a practical toolkit to improve HR solutions.

hkp///group

Leon Jacob

Senior Manager