Transforming Frictions into Success
A Case Study in Human Factors and Experience Design for Post-Merger Excellence
A corporate transformation initiative undertaken by a Sales Support and Logistics company facing challenges related to high employee churn, customer journey friction, and post-merger integration issues. The transformation aimed to address these issues by identifying underlying causes, improving communication, enhancing planning and preparation, and aligning perceptions of success with actual outcomes. My role in this transformation involved facilitating customer feedback assessments, conducting employee interviews, and synthesizing findings into actionable insights that connected the employee and customer experiences.
Background
The company, formed through a merger, encountered significant challenges post-merger, including high employee turnover and customer dissatisfaction. These issues were traced back to a lack of effective communication, inadequate planning and preparation, and a disconnect between management’s perception of success and the reality experienced by employees and customers.
The Challenges
High Employee Churn
Disrupted communication during the merger process led to uncertainty among employees, contributing to high turnover rates.
Customer Journey Friction
Lack of coordination and information-sharing within the forming structure resulted in a fragmented experience on all sides, leading to dissatisfaction for all parties.
Communication Gaps
Inaccurate and untimely communications from leadership led to confusion and distrust among employees.
Perception vs. Reality
The executive team declared success prematurely, ignoring underlying issues, causing misalignment with the experiences of employees and customers.
Key Insights
- Employee-Customer Experience Dependency: Discovered a direct link between employee satisfaction and customer experience quality. Employees’ morale and engagement significantly influenced their interactions with customers.
- Communication Breakdown: Identified a critical need for improved internal communication strategies to foster clarity, alignment, and transparency throughout the organization.
- Holistic Planning: Emphasized the importance of comprehensive planning and preparation for mergers to minimize disruptions and ensure a seamless transition for employees and customers.
- Perception Realignment: Highlighted the necessity of aligning management’s perception of success with tangible improvements in employee satisfaction and customer experience.
Outcomes
the collaborative efforts in this transformation journey not only resolved the immediate challenges of high employee churn, customer journey friction, and misaligned perceptions of success but also positioned the company for sustained success in a competitive market. By focusing on human factors and experience design, the organization not only improved its internal culture but also fortified its customer relationships, setting the stage for a prosperous future. This case study underscores the power of understanding the interplay between employees and customers in achieving holistic transformation and lasting business growth.