Cosa Bolle in Pentola
Employee communication and recognition system
A system to help Miscusi store employees to effectively convey their needs and suggestions to the company, and facilitate the recognition of their invisible efforts.
Politecnico di Milano + Miscusi, 2024
Personal Highlight
Being an HR service design project, it was captivating to start from a clear business objective and then contrasting with a different view from employees.
Co-design sessions were fruitful both for the outcome of the project and my professional growth. It was also a good opportunity to implement various service design tools and methods.
What I did
Research, Co-design, Service Design
Tools
Interviews, Offering Map, Journey Map, Service Blueprint
Background
Miscusi is a pasta brand restaurant with several locations in northern Italy.
They face a high turnover rate (64%) among their store staff, despite their efforts in training, benefits and culture.
Research
We performed an interview with an HR representative to understand how the company is structured, what they were doing to face the problem and the objectives they had.
Also, interviews with employees were conducted to find out about their motivations and expectations about their job.
Research
There were two main discoveries:
- There is a high sense of “family” between the stores employees, yet they feel disconnected from the company itself.
- Communication is not effective for suggestions, intentions and highlights.
How can we enable store employees to effectively convey all their thoughts and the company to recognize them?
Co-Design
A workshop was planned to bring employees into the design process. The aim was to:
- Visualize their journey in the company.
- Propose recognition methods.
- Prioritize features of the service.
Feedback and contributions from the employees were included in our concept. It was helpful to define a new direction of the service.
Service Development
Starting from the research insights and employees contributions, we defined the key moments that the service should have to be valuable.
Then the service was further developed by detailing all of its main components and the interactions between them.
Using offering map, stakeholder map and service blueprint, the service could be communicated to the client.
A system to help Miscusi store employees to effectively convey their needs and suggestions to the company, and facilitate the recognition of their invisible efforts.