Ricoh delivers digital transformation based on unique persona assessment methodology, enabling leading courier to continuously engage and empower staff
After achieving rapid growth over several years, one of Europe’s biggest courier company’s IT infrastructure was ageing and staff no longer believed their tools were fit for purpose. Key software was also approaching “end of life” status. The company committed to digitally transforming the business and turned to Ricoh to help guide them through the process.
At the heart of the process are persona assessments, which utilise in-depth interviews with staff at all levels from across the business to assess user requirements and uncover pain points that IT teams are often unaware of. Persona assessments are living documents and are refreshed periodically.
This people-focused approach, which drew on over 100 in-depth interviews, helped to reveal hidden requirements, foster user acceptance and inform the design of a validated solution. The people-first methodology led to a set of IT priorities that would:
By engaging staff and building relationships across the business, not just in IT, the Ricoh solution revealed hidden needs that led to a 3-year roadmap of transformation investments. Alongside rapid and overwhelmingly positive user acceptance, user productivity increased, and long-term user device savings were achieved.
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