Empowering employees at Kraft Heinz
Image credit: Kraft Heinz
How do you create a global information repository that enriches the employee experience and is easy to maintain? By defining an internal capability to create content with the end employee in mind.
The challenge
Kraft Heinz was looking to improve the internal knowledge management platform* for their 37,000-person global employee base.
*A repository of documents to assist employees in their day-to-day experience with the organization.
The opportunity
Distributed and siloed content creation and maintenance efforts were hindering the employee knowledge consumption experience.
This resulted in low employee awareness, trust, and usage. Only 13% of the employee base used the platform monthly. This was creating strain on the HR and IT teams to fulfill informational requests.
There was an opportunity to improve the employee self-serve knowledge experience.
Impact
25,000+
Documents affected
20+
Opportunity areas identified
3
New business processes created to maintain content quality.
3
AI enabled future state experience concepts created.
The approach
A deep understanding of knowledge at Kraft Heinz was established.
Desk research, in-depth interviews, and observation were conducted. Employees from across the global workforce were engaged to understand their current experiences and uncover challenges and needs related to content consumption, creation, and maintenance. 20+ opportunity areas were identified which informed both short and long-term product strategy.
AI-enabled design concepts were created, and evaluative research was conducted to ensure usability and desirability. A vast majority of participants indicated that the new designs helped reduce overwhelm, and increased trust and readability.
“This is exactly what we need. I’ve been involved with these projects before and you are spot on.”
- Manager, Employee Experience
Knowledge article template designs
The solution
Defining a knowledge capability and operationalizing content production across the organization was necessary to ensure quality and consistency.
Together with cross-functional leaders, we defined a new knowledge management capability at Kraft Heinz. Including governance models, team roles and responsibilities, and new business processes (to support creation and maintenance efforts) that dovetailed with existing employee support processes and technology platforms.
Future state service blueprint outlining the content creation process.
At the completion of this 8-month engagement, Kraft Heinz had a clear path forward.
In the short term, we defined a scalable knowledge management capability, and implementable design templates that married employees need with technical capabilities.
In the long term, we had aligned on future state search and chat concepts that harnessed AI technologies. These served as a north star, to inform the product backlog and ensure ongoing improvements to the platform that aligned with employee needs and future technology releases.
“You have made a positive impact in helping us understand and develop a knowledge strategy. We are grateful!”
- Head of Global Employee Experience
Services
UX Research
Service Design
Experience strategy
Technology platform gap analysis
Co-creation workshops