https://www.kspengler.com/portfolio daily 0.75 2021-04-15 https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1441399493333-KR88A6KZDVFS874LJLVG/10293835_10152380784574707_6918208204027159296_o.jpg Portfolio - Our first Lean Start-in The first Lean Start-in was an experiment in and off itself. The problem: create a corporate culture of entrepreneurship Hypothesis: Hosting regular in-house Lean Start-up Events will improve employee ownership of entrepreneurialism. 1st Assumption tested: People will show up... Results: they did and on a weekend no less. https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1500057573187-Q297FUAOFGNOAWV75MCU/IMG_4565.JPG Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1499733261014-4TBFIB1RO1059R1V2JF1/icon161.png Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1606182908029-RTHH0Z1ZLX1VC7QZFJ9Y/AMFAM-DSN_STGY_Full+Logomark+3-Color_small.png Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1618507577283-AW3J3V18XQM7URG05JXA/store.jpg Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1442340730108-TISR9JC4M0FJ9GL0FG0A/2013-08-14+12.17.22.jpg Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1443031506647-IXOHVKMIWW0XUVMSJVR0/myIntuit+Product+Management+site.jpg Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1442346489570-A04X8O774M27V0V9YQ2T/2014-10-23+11.01.17.jpg Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1441768261797-4AHDMTWV3PYJN90WFHAM/Contingent_Flags.jpg Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1442356466869-M6OO5MU4QDXLS5I0I29B/3mlogo.jpg Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1442346936486-WHE8E27H2BWCSOLYFQTT/2015-09-03+15.14.53.png Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1441768762953-GXLZEEEO0MZ71E53K23W/WeCareandGiveBack2.jpg Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1442354951615-RNPO0K4HCBHYJKF6OOIO/1011932_631115850262693_1808496475_n.jpg Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1442339996691-9W13XMXIWLHHH5WAUE2N/2013-07-10+14.33.30.jpg Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1442355204965-S6K4N985W2K0C64QK0ZV/2013-10-02+12.21.06.jpg Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1442003476265-PH516HV0LMF5D4R8CKNY/2013-11-20+15.46.53.jpg Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1441833794639-NNZ5GFU3WFV8EVL6VOE0/In+Notification+Action+Example.png Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1442341634550-APPRP3J7HABTLTVRQBWU/2013-11-20+15.44.47.jpg Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1441768818384-3IQ54GNNTVOM4WFFA6OK/hiring+and+onboarding.jpg Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1441843093387-9DEBLSO87UGO06I0CPE0/CastleCooke_home.jpg Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1441843509244-Y3SZO4GW73H0H35W24NY/coppercanyon_home.jpg Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1441761298377-05VAATKHAIPT1TKHIM8U/HRConnect_assistance_postclick.jpg Portfolio - HR Connect Rebuild Overview: The HR Connect team is the tier 1 support for HR Shared services at Intuit. I was asked to perform experiments to determine why customers weren't "self helping" with online content or selecting lower touch methods of contact such as chat or online case management. After running a series of 10 unique lean experiments we learned that: 1) User's weren't self helping because the existing offering content was confusing. 2) User's weren't using lower touch methods of escalated help because they either didn't know how or they didn't trust that they'd get a timely response. 3) About 70% of all employees were NOT using either self-help or assisted help to answer their HR related questions. Of the questions that were asked about 10% were re-routed to other enterprise help lines. One of the reasons for this is that workers didn't always know if their question was an HR question or a procurement question or an IT question and therefore either didn't ask their question, or they incorrectly guessed which helpline to call, or they asked their peers or manager. 4) Another insight that we uncovered was that the workforce felt more confident in the answers they received from the HR Connect team when they learned that HR Connect team members were Intuit employees (as opposed to outsourcers). Objective: Based on this research our objectives for the newly designed online experience were: 1) Online content answers employee questions. 2) HR question are easily & accurately answered regardless of the selected channel. 3) Employees feel confident in the HR answer(s) they receive. Results: We achieved each objective by doing these things: 1) "Online content answers employee questions". Achieved by: -providing access on the Intuit intranet to content contained in the Knowledge Centered Support (KCS) content repository. KCS content is comprised of articles written by HR Connect team members that contain answers to questions that are asked by employees. HR Connect team members can search the repository to answer new employee questions about the same topic. If the question or answer is outdated upon subsequent searches it is updated or archived by the HR Connect team member that finds it. It's an existing source of accurate and constantly curated HR content which we then made searchable and accessible on the intranet. 2) "HR question are easily & accurately answered regardless of the selected channel". Achieved by: -applying customer benefit metrics and thinking. We determined that the channel an employee selected to get an answer was not important as long as he/she was able to chose the channel themselves and that question was answered in a way that made the employee feel confident about the answer he/she received. -to ensure that all assisted service channels were equally accessible we designed a widget with basic icons and simple text that made selecting the best channel easy to do. 3) "Employees feel confident in the HR answer(s) they receive." Achieved by: -including last refresh date on articles. -providing easy access to HR Connect team member bio-information. -creating a 24-hour maximum SLA so customers could anticipate when they would receive an answer. My role: Customer research (qualitative and quantitative) & user experience design; Intuit https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1441757725245-HEUUEKEHX6Q3P2W76LI5/create+a+requisition.jpg Portfolio - Talent Acquisition Rebuild Objective: Make the process of creating an employee requisition easy. Primary customer: Hiring Managers (Secondary: Executive Assistants) Results: Reduced the amount of content by 80% (from 10-pages to 2-pages), updated the page name & URL to increase the accuracy of search results, added graphics to make the call to action and selection criteria more obvious. Increased satisfaction scores from a negative number to +10. My role: Customer research, experience architecture, & experience content writing; Intuit https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1442345724691-9XK90J3ZR1D47O7P9EJD/DEvelopingelearningTraining.jpg Portfolio https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1441841739424-KXDW7THS20D6UNLVFZLC/casino_home.jpg Portfolio https://www.kspengler.com/blog daily 0.75 2021-04-16 https://www.kspengler.com/contact daily 0.75 2021-04-01 https://www.kspengler.com/about-me-1 daily 0.75 2021-07-01 https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1606420373597-G9SONMAIVU73WHG5OFFZ/Kristine+Spengler About Kristine Spengler https://www.kspengler.com/home-original daily 0.75 2023-09-17 https://www.kspengler.com/search-site daily 0.75 2021-04-16 https://www.kspengler.com/resume daily 0.75 2022-05-08 https://images.squarespace-cdn.com/content/v1/55e855d2e4b02c708d4a97ee/1606420373597-G9SONMAIVU73WHG5OFFZ/me%2Bin%2Bitaly.jpg Resume - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.kspengler.com/home daily 1.0 2023-10-03