BBK Group and Walmart Chile Innovating in Service Experience
In-depth diagnosis of the Employee Experience at Walmart Chile, which allowed for the identification of key retention drivers and the design of an omnichannel experience model validated through pilot testing.
Challenge
Generate an in-depth diagnosis of the employee experience
Analyze the experience of Walmart Chile collaborators in an integral way, understanding what motivates them, what strengthens their bond with the organization, and which factors affect their retention over time.
Walmart faced the challenge of deeply understanding the current experience of its collaborators across its different formats, in order to improve the Employee Experience (EX).
Solution
To achieve the proposed objectives, the project was addressed through:
Employee segmentation.
Qualitative survey.
BBK Group
Development of a comprehensive, user-centered approach
To achieve the proposed objectives, a comprehensive, user-centered approach was developed, applying research, design, and iterative testing. This allowed for the establishment of an omnichannel experience model that integrated service in branches, digital platforms, and self-service points.
A participatory design approach allowed for the involvement of collaborators from different areas in the creation process of the new service model, which was tested through a pilot branch called “Sucursal Garage” prior to final implementation.