Humber Retirement Service Redesign

My Roles:

Sole Service Designer

Duration:

3 Months

Tools

illustrator

Miro

Zoom

My service design project was to look into the Humber retirement service. I went about this by interviewing key stakeholders which in this case are HR, current professors and retired professors.

About the Service

The Humber Retirement service is for any Humber faculty who are planning on retiring. This service is provided by Humber and happens while the faculty member is in their last year working at Humber.

This process is heavily dependent on HR who handles the paperwork and logistics

of the retirement.

Purpose

The goal of this project was to research an existing service and find ways to improve or redesign the service.

My Process

I started this project by looking at Humber’s current retirement service and looking for information on related websites.

Being a student limited how much information I could access. So to further research this service, I interviewed HR, retired professors, and current professors.

From these interviews, I was able to present key deliverables such as stakeholder map, journey map, and final blueprint.

Final Deliverables

Link to Final Deliverables

Stakeholder Map

The stakeholder map I made for the Humber Retirement Service includes different stakeholders such as the retiree (who is the user), current professors, HR, the Dean, Humber Retirement Association, students, Humber alumni and Humber College. They are all important contenders when it comes to the retirement service, although some have less involvement then others. Each stakeholder has a different exchange of value with one another. I used dotted lines to show a value exchange that does not exist currently and could happen once the service is redesigned.

HR Journey Map

The journey for HR is very standardized and consistent. Much of the work HR does in the beginning of the retirement process is handling all the paperwork. In this journey map, I show HR having a very simple and emotion neutral journey.

Current Professors Journey Map

The journey with the current professors outlines what they currently know, and what they expect for their own retirement. Before retiring, the point is very low because there is no information proved to current professors about retirement and even very little to no involvement in the celebration of other professors.

Retired Professors Journey Map

The journey map for the retired professors has a lot of different pain points because they have actually experienced going through the service. In this map, what they liked, what was not helpful and what they would have liked is shown. The HR process went pretty well for the retirees and HR was really resourceful. It wasn’t much of a hassle for the retired professors to work with them. For instance, the financial advisor appointments were found to be helpful and gave a good opportunity for the retired professor to learn about managing their plans and income once they retire.

Co-Creation

The co-creation workshop was a session I had with classmates.
From my research, I came up with three issues to present at the workshop.
Together, we came up interventions that could help solve the identified issues.
These interventions helped me create my final blueprint.

Service Blueprint

I compiled my three journey maps and went into details about the various stages of the retirement process and whether the interactions were front or back stage.

I included metrics to measure the effectiveness of the proposed interventions.

The blueprint emphasizes the Professor’s journey and the details of the service.

My Challenges

The main challenge I found with this project was getting in contact with retired professors because Humber has very limited contact information available for their retired faculty.

Coming up with questions for the interview process was difficult because I had a general idea about this service in Humber and no personal experience on the topic.

I started this project by looking at Humber’s current retirement service and looking for information on related websites.

Being a student limited how much information I could access. So to further research this service, I interviewed HR, retired professors, and current professors.

From these interviews, I was able to present key deliverables such as stakeholder map, journey map, and final blueprint.

Grow Your Garden

Sketching & Ideation

Creative Strategy

Final Look

Video Demonstration

Sumeet Dhami
UX Designer