Chapter 3
The power of crowdsourcing to collaborate with our associates
Teamwork makes the dream work.
We act on the feedback together to deliver better experiences for our associates and customers with things like crowdsourcing.
Cue: MAX Missions!
MAX Missions
At Foundever, we’re big on the idea that the best ideas come from collaboration — that’s why we love the concept of crowdsourcing. MAX Missions is a powerful engine that uses audience targeting in our intranet platform to enable associates to register and participate in crowdsourcing and co-creation activities. By doing so, they get to help design the future work experience for themselves and their colleagues. This can be, for example, answering a survey, taking part in research, participating in a workshop or testing new platform features.
People can use Missions for crowdsourcing things like...
And for co-creation purposes like...
Missions supports our innovation and performance as a business by leveraging the collective intelligence of our 170,000 strong workforce (wow!) to improve the associate and customer experience.
With 9 million+ customer interactions a day, our frontline associates are the key to unlocking an elevated customer experience. They know the pain points, the opportunities to improve – so why not get their feedback?
We truly value the knowledge and expertise of our people by not only listening to their feedback but making them part of the design and implementation of solutions. Not only do we have better, more grounded solutions as a result, but it is also a way to enrich the everyday experience of our people (Missions enable associates to meet colleagues from around the world, learn new skills, participate in creative activities and be part of shaping the experience for others).
MAX Missions gives associates a voice beyond a standard VOE program.
The UX Framework
The UX Framework is a systematic approach designed to involve our associates in the development of UX projects. It consists of five phases and each phase includes different sets of activities depending on the goals of the project:
1-Discover
Includes data collection activities like surveys and interviews, to help us gather information about the current experience.
2-Define
Defining the next steps towards a new experience by sharing ideas through workshops and design thinking activities.
4-Iterate
Their involvement is key to the continuous improvement of the initiatives in our roadmap.
3-Design
Our community is constantly involved in the design process by providing feedback and input on potential solutions.
5-Test
Our community tests prototypes of future solutions and experiences to help improve the final outcomes.
The best thing about our methodology is that it doesn’t need to be a centralized and coordinated effort. On the contrary, our objective is for every team in our sites around the world to use this methodology in projects of their local roadmap.
That’s why we’ve been making a big effort to communicate the importance of our UX Framework and why it’s such a foundational aspect of our program. We want everyone to adopt this methodology and achieve the results we have.
Our goal:
Ensure employees are seen and heard
The impact of feeling seen and heard goes beyond individual performance — Gartner identified “intentional interactions” as one of the three areas leaders need to focus on to build a more human organization.11
By creating an environment where employees feel seen and heard, organizations foster effective collaboration and communication, resulting in improved teamwork and overall success.
Encouraging creativity, commitment and connection through MAX events
Every year, we celebrate the birthday of MAX with activities, webinars, contests and moments to interact and connect on a global and local level. During a recent MAX Day and MAX Week (Customer Service Week), for example, we categorized multiple events under the categories of Creativity, Commitment and Connection:
- Creativity: Metaverse and crypto experiences
- Commitment to our community: Plogging, book drives and idea burst campaigns
- Connection: Walking management around the world and cake and photography contests
11 - Gartner, “Prepare for the future of work,” gartner.com.
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