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TL;DR

Challenge

Insights

Design Strategy

User Research

Designing The Change Experience

Design Strategy

User Research

Reimagining the Telecom for Taiwanese Gen Z

Designing The Change Experience

Bosch

Global

ROLE

User Researcher

TOOLS

Miro, Office, Jira, Illustrator

Working on an organizational change management topic, I conducted research and concept framing to improve how employees transition to new systems. The work translated behavioral insights into personas, journey blueprints, and phase-specific interventions, reframing change management from a rollout process into a designed successful adoption at scale

EMPLOYEE RESPONSE

80%

rated their migration journey above 5 (out of 7)

RESEARCH COVERAGE

6

capturing diverse employee experiences across geographies

ENTERPRISE FRAMEWORK

Playbook

living reference deck used to identify user groups and guide concepts

PROBLEM

The organization was undergoing a large-scale digital transformation, merging company’s systems across global teams and subsidiaries.

While technically necessary, the transition created uncertainty and resistance (employees feared losing autonomy, identity, and familiarity with existing workflows.)

The challenge was not just implementing new systems, but designing a change experience that builds trust, aligns diverse teams, and enables smooth adoption across regions and roles.

How might we support employees through a large-scale system transition while building trust and enabling smooth adoption?

KEY OBSERVATIONS

Employees move through distinct stages from awareness to adoption. Each phase has different needs, risks and hence require different solutions

Trust is the biggest barrier to adoption

Concerns around identity, autonomy and loss of control shaped resistance to change

One-size-fits-all communication fails

Different mindsets require different levels of guidance, reassurance and detail. This makes each employee feel seen during a big process change

Adoption is continuous and not an one-time event.

Support must extend beyond the rollout into long-term usage to make sure the employees don't feel like they are left in the dark

Beyond role and stage-based behaviors, employees experience change at multiple levels during the same process.

Curious about the rest of the story? Let's talk!

This project is under NDA as an internal enterprise project. I can't tell you the deep, dark secrets, but I can talk about the my design practices I use to make sure everything stays growing.

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Nothing great is ever built alone, let's make the next move together