PERPETUAL

1000 EMPLOYEES INITIATIVE - REBUILDING OUR CAPABILITY AND LEARNING STRATEGY

Our opportunity.

Inclusion is a massive priority for Perpetual. To give our people a voice when planning and implementation decisions get made, we began incorporating human-centred design (HCD) into our practice. Our first opportunity has been in rebuilding our Capability and Learning Strategy from the ground up.

Our design approach. We took insights from several months of systems-level needs analysis work and defined draft employee personas from this. Engaging our HR Business Partners, we then identified people in the business that best matched these draft personas; the subsequent deep interviews gave rich insights. We were then able to flesh the personas out and draft journey maps for their eight most common learning experiences. These journey maps were built as a grid: each column was a step the learner took, and each row was a different lens on what was happening at that step. We populated each box in the grid with the verbatim feedback we got in the interviews to really preserve the authenticity. It was then time to introduce our personas - Dimitri, Roshni, Josh, Miguel, Yen, Alex, Harry and Fatima - to the world!

Our personas at work. We have found some innovative uses for the personas. After we drafted a list of proposed deliverables for the new Capability and Learning Strategy for example, we ranked these in order of importance by scoring each deliverable on the short and long term benefit to each persona and their learning journey. This has helped direct what we do first and where we place our resources. We are also configuring our new Learning Experience Platform using the personas and journey-maps.

Our learning so far. Our use of HCD in our People and Culture practice is based on experimenting and we are learning as we go. It has already brought us the fresh take on inclusion we needed though; the end result is we are helping our people with what matters to them.