Case
Developing an In-Depth Diagnosis of Employee Experience
Conducting a comprehensive diagnosis of the employee experience across Walmart Chile’s different workforce segments, identifying key motivations and drivers of retention within the organization.
Challenge
Walmart: Innovating in Service Experience
Walmart faced the challenge of gaining a deep understanding of its current employee experience across its different business formats, with the objective of strengthening and improving Employee Experience (EX).
Understanding how employees perceived their day-to-day experience—and what motivated them to stay with the organization—was essential to designing more effective people strategies aligned with business needs.
Solution
To achieve the proposed objectives, the project was approached through:
To achieve the proposed objectives, the project was addressed through a structured, employee-centered approach that included:
- Employee segmentation
Allowing a better understanding of the different profiles, needs, and expectations across the organization.
- Qualitative research
Gathering in-depth insights into employee perceptions, motivations, and pain points.
BBK Group
Development of a comprehensive, user-centered approach.
BBK Group developed a comprehensive, user-centered approach by integrating research, design, and iterative testing. This process enabled the creation of an experience model grounded in real employee insights, ensuring that findings could be translated into actionable recommendations.
A participatory design approach involved employees from different areas and roles, enriching the diagnosis and ensuring a holistic view of the employee experience across formats and functions.
