How we created Policy Infographics for a client in the Travel Domain
This blog is a story about how we were able to help our client break free from sonorous and wordy text-based policies into snackable, vibrant, playful yet professional series of infographics that contributed to impactful Employee Experiences and Employee Value Propositions.
How the client achieved success
The most immediate impact the client experienced was the appreciation they received as the infographics went live. Employees found the infographics not only appealing but also relevant and useful for their employee journey. Employees began downloading these easy-to-digest collaterals for their reference.
As the infographics made their way downstream, Managers began to appreciate the work put in because they now had a clear ‘line of sight’ on answering the queries quickly (if needed). Managers were now able to focus on the work that mattered.
The HRBP Team was relieved that the policies were now clearly defined. Answering employee queries was a breeze. Answers to complex questions were provided on one infographic that contained all the salient information in a policy on one page.
HR Helpdesk reduced tickets being raised on mundane questions because employees now understood and assimilated policies better than they ever had! The few queries that did come in were more complex and were answered effectively because with the mundane activity taken out of the equation, time and effort allocation had been optimised.
The Leadership team in HR and across the company could tie this back into the stated culture of employee centricity in the EVP through a verifiable set of artefacts that proved beyond doubt that they were walking the talk when it came to employee experience.
Backstory: Client Pain Points
The business was growing aggressively, and more and more talent was needed to staff ongoing and new projects.
Employee experience was considered a key driver in ensuring that engaged employees drove business outcomes effectively.
Manager & Leadership challenges
Queries on mundane policy queries were bombarding managers. Though these policies were widely available, employees found it easier to ask their Managers than to look through mounds of text.
Managers were already busy with business priorities. This constant stream of queries distracted Managers from their primary mission of business and employee success. Managers were forced to pause work, break their ‘flow’, search for the policy section and then share the snippet with the employee.
While tenured managers could manage these queries because of their vintage with the company, new managers were in the same state as the average employee. They were groping in the dark about where to get policy-related questions answered.
The constant switching between work and employee query management was sapping manager time and motivation - apart from causing stress.
HR Team’s challenges
The HRBP community had their tasks already cut out for them. They needed to ensure that the employees were aligned and motivated to help the company achieve their goals. Their KRAs were aligned toward employee engagement, career development, talent management and Manager enablement.
Policy queries were coming in thick and fast, resulting in HRBPs leaving priority areas aside and focusing on clearing their mailbox of policy query emails.
Managers would reach out to HRBPs during meetings and discuss policy queries instead of employee engagement activities. This was a serious time-suck because more critical agenda items were left unaddressed.
HR Operations - specifically HR help desks designed to answer these policy queries were also struggling to effectively communicate the policies and how they would help the employees.
Queries were being answered, but everyone on the team knew there had to be a better way to solve this problem.
Vision for the solution
The situation was analysed by taking inputs from all parties impacted by the disruptions caused by policy queries.
Employees needed access to policy documents that answered specific queries
Stakeholders needed these queries to be answered in a manner that was easy to understand and easy to share with employees on a variety of different channels
Queries needed to be answered promptly without adversely affecting the employee experience
The company also wanted to use this problem as an opportunity to showcase its innovation and deep commitment to the employee experience by creating a novel solution that solved the problem and provided a ‘wow’ factor for the EVP
The company decided to parcel out the different policies based on the number of queries by policy and by question, and then create a series of infographics that could be deployed quickly to address each of these queries in a time bound and easy to share manner.
Create a series of infographics based on specific pages of the policy documents
The infographics had to be aligned with the branding guidelines regarding visuals and text.
They had to be published within a short period since the solution was urgently required.
We worked closely with the HR team to execute the following actions:
Prework: Day 1
A clear understanding of the rollout schedule of each policy
Shared space was created on Google Drive that enabled everyone to refer to one place for all campaign communication
We worked with Policy Experts within the client organisation to get a set of ‘snippets’ that were critical for the policy explanation as well as necessary for the EVP
We spent a fair amount of time studying the Branding Guidelines for colours, fonts and ‘brand voice’ and then ported them to our artboards and content documents.
Execution: Days 2 & 3
We first created sample documents with a 60% accuracy level as prototypes, allowing the client to understand what we had in mind.
We then moved ahead in an iterative and agile manner to ensure that client mandates were satisfied 100%. This was an iterative process, and we worked closely with the client SPOC in the Branding and Communications team on this aspect.
Completed artefacts were then uploaded for final review and comments onto the Google Drive folder we had created.
Once the final changes were made, assigned team members were given access to the folder to download and publish the infographics on internal channels.