Refresh Shipped Device

Visioning Workshop Summary

Refresh Shipped Device Work Package Milestones

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Near-term Enhancements

Identify and address near-term opportunities for improvement in user-facing touchpoints by systematically assessing the current user experience.

Service Blueprint

Visual Service Blueprint detailing the end-to-end user experience, illustrating touchpoints, interactions, and processes to provide a comprehensive view of the user journey.

Experience Audit

Translate complex Service Blueprint findings into easily understandable insights for non-design audiences, offering strategic, non-solution-specific recommendations.

Target State

High-level roadmap, outlining key pillars and guiding future design efforts, with a focus on consumer grade acquisition experience principles.

Work package milestone mapping serves as a progress guide demonstrating the journey through a comprehensive package of strategic initiatives aimed at transforming the user experience in the shipped device refresh experience. As we navigate through these initiatives, each step contributes to the overarching goal of transforming the device provisioning experience.

Visioning Workshop

Collaborative Visioning Workshop with a goal of surfacing key themes and insights that shape the strategic direction.

Content Table

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Executive summary

What defines an ideal Device Refresh experience?�The UX Design team hosted a series of vision workshops where we established a shared vision for the future of the Device Refresh process. This involved breaking down the experience into distinct stages and aligning with the team on the desired end state. These workshops provide essential guidance and context moving us toward the desired end state experience, shaping our path forward.

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The key moments covered in the workshop encompass:

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• Refresh Eligibility
• Refresh Notification
• Device Selection
• Delivery Method Selection
• Confirmation
• Shipping and Delivery Logistics

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• Unboxing
• Device Setup
• Software Acquisition
• Return
• Feedback loop

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Improving the Refresh Acquisition Experience

Why it matters

A focus on device choice is important when considering a user's contextual and role-based needs. Further, choice has become increasingly critical with the prevalence of hybrid and remote working.

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By designing an acquisition experience underpinned by a segmentation model that considers these contextual and role-based needs, we can improve the acquisition experience by:

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• Prioritizing user needs and offering choice
• Guiding users in decision-making
• Simplifying the selection process for user convenience

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Improving the PC Refresh experience represents one of multiple strategic approaches available to EY Member Firms to elevate the employee experience. It strengthens the brand, drives employee engagement and ultimately helps retain top talent within EY.

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User Journey Key Phases

The Shipped Device Refresh journey can be segmented into three key phases:

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Setup

User unboxes new device and begins setup and software acquisition. Previous device is returned.

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Provision

Device is shipped and delivery logistical communications begin.

Engage

User is notified of refresh eligibility and is instructed to select device.

User Journey Key Moments�

Refresh Vision Workshop Focus Areas

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Engage

Provision

Setup

Refresh Notification

Device Selection

Shipping and delivery Logistics

Device Setup

Return Old Device

Feedback Loop

Refresh User

Behind the Scenes

Refresh Eligibility

Delivery Method Selection

Confirmation

Work Order Created

Unboxing

Refresh Eligibility

Refresh Eligibility Discussion Highlights:

• Eligibility should be triggered based on telemetry data.
• Traditional temporal refresh should remain relevant, but with telemetry drivers taking precedence.
• A laptop performance measure should be established to support telemetry-driven refresh.
• Telemetry refresh function should be minimally exposed to discourage system gaming.

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Success Outcomes:

• Improved user sentiment and satisfaction with device
• Increased productivity due to preemptive machine refresh
• Potential cost savings through optimized refresh processes
• Potential cost savings due to extension of life of well-performing machines beyond typical asset life

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Refresh Notification

Refresh Notification Discussion Highlights:

• Notifications should be delivered via user's preferred modality (chat, text, email).
• Notifications should inspire confidence and positivity.
• Notifications should be sequenced for user readiness.
• Notifications should be personalized when possible.
• Instructions should maintain clarity and simplicity.
• The need for a selection portal/destination/hub should be assessed.�

Success Outcomes:

• Increase engagement with refresh notifications
• Improved user sentiment and satisfaction
• Reduced user inquiries or concerns regarding the refresh process

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Device Selection

Device Selection Discussion Highlights:

• Users should be provided with essential information for informed decisions.
• Choice should be balanced to prevent decision paralysis.
• Recommendations should be offered with current device comparison.
• Content should use plain language, avoiding technical jargon.
• Users should be allowed to explore additional options if desired.
• Devices should align with segmentation model.
• User’s technology preferences should be considered.
• User satisfaction feedback should be incorporated to create a consumer-like device selection experience and support informed decisions.

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Success Outcomes:

• Efficient process completion
• Improved user sentiment and satisfaction

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Central Hub for Managing Devices

Central Hub Discussion Highlights:

• The concept of a central location for device management was raised, requiring further research to assess user sentiment.
• This may provide progress transparency during the overall process.
• Potential for a dashboard to provide transparency.
• Outline, maintain, and provide reference information for user expectations.
• Support flexibility in the selection process, allowing users to return if needed.

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Success Outcomes:

• Improved user sentiment and satisfaction with refresh process
• Potential for increased productivity because of better-aligned user expectations�

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Delivery Method Selection�

Delivery Method Selection Discussion Highlights:

• Delivery scheduling should be simplified and should provide flexibility.
• Improve and expand courier/shipping integrations to support a consumer-grade experience and improve asset tagging gaps.
• Promote user choice:
• Location-based recommendations should be considered to aid in decision-making.
• Instructions and options should be tailored based on user and office location for efficiency.

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Success Outcomes:

• Reduction in lost devices during shipment
• Reduced environmental impact by minimizing unnecessary deliveries
• Decreased shipping-related inquiries and support requests
• Improved user sentiment and satisfaction
• Streamlined logistics and reduced delivery delays
• Improved accuracy in delivery estimates

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Confirmation

Confirmation Discussion Highlights:

• Users should have confidence in the successful completion of their device selection.
• Users should promptly receive a confirmation artifact (e.g., email, chat, text) containing a link to make changes if necessary.
• Users should have a clear understanding of expectations regarding the chosen shipment method and relevant details.

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Success Outcomes:

• Reduction in lost devices during shipment
• Reduced environmental impact with fewer replacement packages
• Reduced user inquiries or concerns regarding the shipping and delivery changes and updates
• Improved user sentiment and satisfaction

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Shipping and Delivery Logistics �

Confirmation Discussion Highlights:

• Users should receive shipment notifications with tracking details.
• Users should be clear on when and how to make changes to their order.
• Notifications should be sequential for delivery: the day before, the day of, and upon delivery.
• Shipping notifications should be contained in a thoughtful wrapper, considering users often have multiple unrelated shipments, emphasizing the distinction of important device delivery notifications.

Success Outcomes:

• Reduction in lost devices during shipment
• Reduced environmental impact with fewer replacement packages
• Reduced user inquiries or concerns regarding the shipping and delivery changes and updates
• Improved user sentiment and satisfaction

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Unboxing

Device Setup Unboxing Discussion Highlights:

• Device packaging should be thoughtful and minimalistic, avoiding irrelevant information on and in the box and highlighting important, immediate information like retaining the box for return.
• Upon unboxing user should be met with guidance in the form of a physical quick reference card with a QR code that initiates a supplemental guided companion experience.

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Success Outcomes:

• Reduced environmental impact by promoting the reuse of the shipment box
• Reduced user inquiries or concerns regarding the device setup process
• Increased productivity
• Improved user sentiment and satisfaction

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Device Setup

Device Setup Discussion Highlights:

• Device setup process should be flexible and minimize interruption.
• Once device has been unboxed and removed from product packaging, the guided companion experience should guide the user through the device setup.
• Once device is setup, user should be seamlessly guided through software acquisition with clear expectations set regarding recommended software, license transfers and approvals.
• When possible, license transfers and approvals should be automated.
• When device is setup and ready for work, user should be aware.
• Device setup process should be monitored so that support can be preemptive, and solutions can be automated.�

Success Outcomes:

• Reduced user inquiries or concerns regarding the setup and software acquisition process
• Increased productivity
• Improved user sentiment and satisfaction

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Return

Device Return Discussion Highlights:

• Return process should be simple and minimize burden.
• Clearly instruct users to retain the shipment box for the return process, with the expectation that the old device should be returned after setting up the new one.
• Users should receive timely notifications with return instructions and labels.
• User should receive reminder notifications if new device is set up and old one has not been received.
• Guidance should be offered on completing file migration and properly securing data.�

Success Outcomes:

• Increase in return compliance
• Reduced user inquiries or concerns regarding the return process
• Improved user sentiment and satisfaction

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Feedback Loop

Feedback Loop Discussion Highlights:

• Following the device refresh process, feedback should be captured for continual improvement.
• Establish appropriate vehicles and cadence for feedback considering instant and delayed feedback.
• Couple user sentiment data with telemetry data to further investigate device satisfaction.
• Benchmark metrics should be established to measure and compare improvements.
• Capture feedback to inform the refinement of the existing segmentation model, ensuring the right device is allocated to the right person.

Success Outcomes:

• A well-established feedback loop can foster a culture of continuous improvement throughout the organization.
• Combining user sentiment data with telemetry data can enable more informed decisions and insights into user satisfaction.
• Establishing benchmark metrics and measuring improvements can help ensure that feedback efforts align with broader organizational objectives.

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Recommendations Summary

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Key Themes

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Delivering Flawless Support When Needed

Users should experience support that's not just responsive but pre-emptive, as if their needs are anticipated before they realize it.

Thoughtful Communications

Every message, notification, and interaction should be carefully designed to anticipate and meet users' needs, creating a feeling of being guided and cared for at every turn.

Championing Environmental Sustainability

The experience considers sustainability to support EY’s commitment to reducing waste and promoting eco-friendly practices by ensuring that the device refresh process leaves a positive mark on the environment.

Seamless Simplicity and Intuitiveness

The user experience should flow effortlessly, like a well-composed symphony. Interactions and choices should be so intuitive that users feel like they're effortlessly gliding through the process, making every step a breeze.

Key Themes

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Transcending Systematic Boundaries

The experience should be free from technology and process constraints. It's an environment where every interaction feels unique and tailored to the individual, leaving behind the monotony of systematic limitations.

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Empowering Freedom of Choice

Users should feel empowered with a certain level of choice. Whether it's the device they want or how they prefer to go through the refresh process, the emphasis is on providing choice and customization that caters to individual preferences.

Prioritizing Signal Over Noise

Clarity and relevance should take precedence, ensuring that users are never overwhelmed by unnecessary distractions. Every element serves a meaningful purpose, promoting a sense of focus and efficiency while maintaining a minimalist design.

Recommendations

With a shared vision now in place, our workshops have generated actionable steps to move this vision forward

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Recommendations

With a shared vision now in place, our workshops have generated actionable steps to move this vision forward

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Appendix

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Visioning Workshop Whiteboard

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Link to the Refresh Visioning Workshop Miro Board

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Service Blueprint

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Link to the US Refresh service blueprint document (Figma)

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How to read a service blueprint: