CONNECTING Employee NEEDS WITH TECHNOLOGY SOLUTIONS AT CREDIT SUISSE
Financial giant gains the user insights needed to pursue its collaboration technology purchases with confidence.
Before significant investing in a new video conferencing system, Credit Suisse wished
to understand the collaboration needs and goals of its employees. The multinational
financial services company reached out to Akendi to identify a comprehensive set of
user requirements that would guide future collaboration technology purchases and conference facility design.
Through stakeholder workshops, Akendi gathered feedback on existing video conferencing
collaboration issues. In depth user interviews helped identify the needs and behaviours of employees and informed the creation of personas that represented them.
The interviews and resulting analysis led to the development of an experience map that visualized the existing
collaboration workflow, isolated key pain points and presented design recommendations.
Akendi was able to identify and prioritize more than 30 key video conferencing user needs, which
we presented to Credit Suisse in a clear and easily-disseminated presentation. These results
helped the organization compare potential collaboration design solutions with actual user
requirements, and develop a user-centered roadmap for conferencing technology selection, procurement, and rollout.