Randstad, a Dutch multinational HR consulting firm , operates in 39 countries with 65 subsidiaries worldwide. The Customer Experience Management (CXM) team focuses on designing and implementing a global journey framework to ensure a seamless service experience for talents and clients across all branches.
At Randstad, I collaborated with service designers, journey managers, and VoC specialists, engaging with stakeholders across countries. Our main goal was to embed a customer-centric approach in the organization, driving prioritization and decision-making around customer needs.
Selected Projects I was Involved
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Blackhole Effect in Talent Experience
A Service Design Case Study- Workshop Facilitation
Project Overview
Through qualitative research (80 Talent interviews), we uncovered key pain points for job seekers at Randstad. A recurring issue was the frustration of applying but never hearing back—a scenario we named the "Blackhole Effect." To tackle this, we hosted a series of online design thinking workshops, bringing together our global HR consultants to uncover root causes, co-create solutions, and design scalable initiatives for real impact.
My Contributions
1. Prepare set of online workshops to identify problems from business view point.
2. Co-facilitate workshops for stakeholders
3. Map out insights categorize them and interpret them
4. Co-design initiatives as solutions.
Design Challenge
Team
Sr Service Designer
Mr Service Designer
My Role
Service Designer
Project Duration
3 months for workshops but long-term for implementation.
How might we provide feedback to all the rejected talents?
Introduction Workshop
Kickoff - Problem Definition & Insights
We began with facilitating an online Problem alignment with Randstad HR consultants and HR managers, to first clarify the issue from talent perspective gathering insights from their viewpoint to map micro-journeys and identify communication gaps from both candidate and business perspectives. Through this collaborative session, they shared stories, facts and their prespective in blackhole scenario country-specific processes and systemic roadblocks, so we could uncover the root causes.
With all the collected data through our qualitative research and Problem alignment session, we began to identify the problems and categorize all existing data and make them tangible to understand how and when these issues might happen. some problems are:
1. lack of in-time and effective communication about their application progress while talent is applying for the job.
2. The tech solutions are mostly focus on HR experience than Talent.
3. Unnecessary automations without giving personalized feedback.
Our Journey
Second Workshop
How might we tackle Blackhole?
Co-Design Session with Stakeholders
In a co-design workshop, we developed solutions through discussions for a more transparent hiring experience more focused on Talent experience and created service blueprints for each initiative to implement scalable, global improvements. during our workshops we also collected best practices based on operational companies to get inspired for ideation and initiatives.
Design Initiatives for triggered moments of sending application
Prioritization & Implementation Strategy
Effort vs. Impact
By the final session, we had clear, actionable initiatives that transformed the talent journey, enhanced employer-candidate communication, make sure they throughout the application process they stay in touch effectively with HR consultants and receive feedback. In the last session of workshop we had effect vs impact tension model tool to discuss each initiative which idea is easier and faster applicable in each country and what are the tech non tech obstacles to implement them.
Talent Perosnas
User Research
My contribution
1. Worked with need-based personas inspired by Koos SD agency methodology.
2. Analysing data and interviews and define different tensions
3.Define profiles and validate them
how to define Personas for Talent profiles globally? you can check the process I have designed on my freelance project with SHL as I do not have access to my work at Randstad anymore.
Project Overview
Employee Journey Framework
A Service Design Case Study- Journey Management
Design Challenge
Team
Sr Service Designer
Mr Service Designer
UX Researcher
Lead UX Designer
HR management team
My Role
Service Designer
Project Duration
4 months
What is the Randstad employees (in all the sectors) experience?
Project Overview
HR managers at Randstad Netherlands requested our team to create employee experience Journey framework so they can identify employee's needs and pain points during the journey they have with Randstad.
My Contributions
1. Conduct Qualitative research and interviewed 30 employees.
2. Map out all the data and based on that shape the journey framework based on experiences pain points and needs or opportunities.
3. Map out insights categorize them and interpret them
