UX Design

Enhancing employee relocation for 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.

client

BGRS

project type

UX Design

tools

Adobe XD, Miro

duration

July 2021 - June 2022

project outcomes

Meeting metrics and goals

All major stakeholders were satisfied with the updated design and platform.

Decreased onboarding

Trials showed a 60% decrease in onboarding time with consultants - Digital Hub content covered most questions and concerns.

Simpler content updates

Content could be quickly updated via SharePoint, leading to current information for all relocation needs.

challenge

BGRS needed to create a digital portal to better facilitate the relocation process
BGRS supports thousands of employee relocations each year. Currently, the process involved verifying personal information and a lengthy follow-up phone consultation. Our team comprising of a product owner, business analyst, and myself worked to develop a digital tool that could simplify this process and reduce consultant workload.

solution

We created a self-serve platform to guide customers through relocation
This platform would serve as a digital consultant, guiding the customers with the most common questions and concerns. Content could be updated instantly, allowing the information to stay current and accessible at all times. In addition, this allows consultants to focus on the niche and complex relocation cases, reducing their workload.

understanding the user needs

Project success determined by three key requirements
Visual Indication
Users needed visual progress to help guide them in the process.
Assistive Content
Consultants required a tool that could alleviate their workload
Quick Updates
Platform could handle robust content and be easily updated.

key insights

One-on-one relocation support was proving unfeasible - we needed a scalable solution
Consultation calls took a large amount of time from consultant workloads
Most customer concerns were simple questions - we could build content to cover this information.
Customers valued a set path - something that was lacking with phone and e-mail correspondence.

ideation

Proposing modules to break down complex relocation information
We proposed a digital hub that contained learning modules and updated destination information. We wanted to create a tangible experience that could measure progress and create excitement for the user as they progressed.

design updates

Utilizing our current flow, we took notes and analyzed the pain points for each step, marking down the biggest problem areas. Our focus lay on pages with high density information, and commonly reported user errors.

What was updated?

The digital platform replaces consultant follow-ups and provides a clear starting point for a self-serve relocation experience

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Main Hub

After entering personal information, users would be directed to hub containing different relocation categories.

What was updated?

Learning modules with relevant content could be toggled and edited according to the specific customer's needs

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Learning Hub

Each completed learning module provides users with a tangible measure of progress and covers the most common relocation topics

takeaways

Learning to map out large-scale projects and defend design decisions
User testing with secondary users
‍BGRS customers weren't readily available to interview, so I utilized the knowledge of consultants to build a model of both experiences.
Gamifying learning
This project provided insight on creating an enjoyable and concise learning experience for a content heavy process.
Pitching to Stakeholders
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.

other work

UX Design
Portal improvement for Special Olympics Canada
Web Design
Web design for Micro Engineering Tech Inc.
© 2024 by Nathan Chan
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