Transforming 170,000+ people organisation to be human shaped

Wipro initiated an ambitious design-led transformation program called ‘Quantum’ where we adopted our strategic design process and generated insights used to create employee-centric digital interactions for all Wipro employees and stakeholders.

Client
Wipro
My Role
UX Designer
Duration
1 Year
Team
2 Project leads and 5 UX Designers

Overview

Problem Statement
Owing to organic growth and various acquisitions over decades, the existing processes have become outdated and do not support current and new business models. The organisation’s internal processes were becoming barriers to its reach into the future.
Solution
Envisioned the future of Wipro processes through extensive research that helped us understand & empathise with current ways of working & its challenges. The research insights led us to derive guiding principles that have become cornerstones of the Wipro processes and digital systems of the future.

Discover

Research

Eco System
To get a better understanding of Wipro ecosystem we analysed each of it’s elements and identified challenges, which then led to the defining of actionable insights that will guide the vision and the future solution.
Processes
Process clustered studied:

1. Lead to Order

2. Order to Cash

3. Hire to Retire

4. Talent Supply Chain
Opportunities
Based on the consolidation of the research we identified various opportunity areas that will inform the future solution & address challenges across the ecosystem.

Guiding Principles

Flexibility
As opposed to the rigidity of standardised processes, flexibility means to adapt and respond quickly to our clients’ specific needs as well as our own internal changing needs in fluid.
Visibility
We want to provide clear contextual and procedural information and insight that people need in order to understand how their work affects others across the process.
Autonomy
We would like to empower all Wipro teams to be autonomous in the processes by allowing the freedom to make delivery choices within a framework.
Reliability
We want to cultivate a sense of trust and certainty, providing objective and accurate information that people can depend on to make confident decisions.
Collaboration
Individual tasks and group work are aligned, guided by a common objective, and supported by accessible and empowering instruments.
Ownership
We want to define in a clear and accessible way who is the owner for processes and tasks both for the owner, the people he/she cooperates with and the client.

Current Journey Maps

Current journey maps illustrate user activities and touchpoints with pain-points identified at each step and its impact on people, business and experience.

Define

Future Vision & Service Blueprint

The future vision and guiding principles set the direction for all future processes and help in assessing the alignment between the organisation’s strategy and implementation.



We created service journeys, identified & prioritised roles & their service interactions across process clusters. The journeys were validated with stakeholders through multiple co-ideation workshops. The validated service blueprints were used as input for business process finalisation & UX design.
04
Process clusters
06
Future Journeys
22
User Roles
184
Key Moments

Lead to Order (L2O)

The sales cycle inclusive of initial engagement with customers showcasing core business offerings that generate leads for which proposals are created.
52,000 Impacted Users

Order to Cash (O2C)

The process where a captured order gets translated into a project with a defined scope of work. Project teams are on-boarded, budgets are allocated, & delivery is kickstarted. Post the project deliverables, invoicing is done for revenue recognition.
85,000 Impacted Users

Hire to Retire (H2R)

The lifecycle of an employee from the time they first engage with Wipro to the time they retire, while adopting and propagating Wipro’s culture and working with cross functional teams & domains leading to a progressive growth path.
170K Impacted Users

Talent Supply Chain (TSC)

Onboarding the right people at the right time in projects that ensures good delivery, client engagement and employee satisfaction.
122K Impacted Users

Discover

Design Realisation

We conducted system demos and pre-design workshops to validate the process flows which were detailed out keeping the employee experience at the core.

Using the design principles and information architecture we translated service journeys into user flows, wireframes and visual designs
10+
Current System Demos
50+
Flow Validation Workshops
30+
Design Validation Sessions
500+
Key screens
08+
Role based Prototypes

Information Architecture & Wireframes

We developed the information architecture to organise content effectively and created wireframes to visually map out the user flow and structure. These elements served as a blueprint, ensuring clear navigation and a seamless user experience.

Experience Drivers

We identified key experience drivers to keep in focus as we transition to screen design, serving as our guiding principles.
Cohesive
Creating consistency across platforms to increase familiarity & intuitiveness.
Flexible
The system should be customisable, adaptive and scalable to accommodate changes and the needs of different roles
Accessible
Designing for human diversity allowing all types of users to have a unified experience.
Responsive
Acknowledging actions with adequate feedback, assuring the user that their actions are accomplished.
Guided
Keep users informed throughout all stages of every process, helping them make better decisions.
Focused
Define the user flows in a sequential manner so that users can focus on a particular task at a given time.

Design Library

We put in efforts to create a living design library to make the system future proof. This also helped us to make our designs consistent throughout the ecosystem.

Key Screens

WiproOne - One System for the Enterprise

From sales & marketing to project management, operations and hiring, we brought all business processes and user functions under one roof. Wipro One provides role wise access to everything a user needs to carry out their tasks.

Data Visualisation Redefined

Use of data visualisation components like dashboards, summary cards, calendar, etc., to give the user an accessible and contextual summary of information.

Wipro Assistant - Provisions contextual information & collaboration

An AI powered digital assistant that provides contextual insights as well as help & support to make informed decisions. It also serves as collaboration tool to enable messaging, information broadcast & file-sharing between individuals and groups.

Impact

Efficient, automated & digital

Using cutting edge technologies like Machine Learning, Optical Character Recognition, Pattern Recognition, Voice to Text, Voice Commands to digitise manual activities and increase process-automation.

Organisation Re-Invented

With a complex organisational structure & multi-level decision makers, it was both challenging as well as exciting to define a vision for Wipro’s future.
  • For every employee in the organisation, the vision re-established a sense of trust that in this evolving market Wipro too can reinvent itself.
  • From fragmented workflow to a unified omni-channel system
  • From numerous disconnected sources to a single source of truth
  • From lack of information access to AI enabled digital assistance
  • From lack of accountability to real ownership
  • From constant offline followups to real time online collaboration
  • From multi-level approvals to employee empowerment
Unified View
Bringing role wise visibility for all actors across the organisation about clients, sales data and project info.
Simplicity
Culminate multiple sources into a single view database, creating a holistic view of all data for each customer
Predictability
Designing for human diversity allowing all types of users to have a unified experience.
Ownership
Establishment of ownership and clear accountability for all actors.
Intelligent Augmentation
AI powered insights generation for better decision making.
Collaboration
Real-time collaboration to arrive at unanimous decision.

Overview

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Updated on April 2024