How do you turn a platform migration into a moment of transformation?
In this video, we explore how GSK partnered with Gate One and Workvivo to reimagine their employee experience, moving beyond technology to create a platform that truly resonates with every employee. From deep persona mapping to frictionless journey design, this collaboration focused on one critical question: “What’s in it for me?”.
Hear from Ashley Tobin, Strategic CX Manager at Workvivo, and David Forde, Client Director at Gate One, as they share how the programme:
- Took a human-centred approach to platform design
- Leveraged rich data to uncover what really matters to employees
- Created tailored experiences for every persona
- Delivered a platform that’s already driving meaningful engagement
Whether you’re embarking on a digital transformation or looking to elevate your employee experience, this story offers practical insights and inspiration for putting people at the heart of change.
David: Great being on the panel today talking about our work with GSK. It was an inflection point in many ways because they were looking to transition from an existing platform onto, onto Workvivo. And then in doing that, they want to really and maybe resolve some of the challenges they had previously and have a fresh start with this new technology and their platform. Great to see if you could share a bit more context about the work that we’ve done there and the role that you guys played.
Ashley: Yeah, it was absolutely fantastic. The partnership, the collaboration between Workvivo, GSK and yourselves was just incredible. It was the perfect opportunity for GSK to actually take a step back, look at the data they already had and figure out where that noise was coming from and each decision within the platform. So they really got themselves into the mindset of every single persona and the detail and the planning through exactly when they went on to the platform to make sure that would be the best possible experience. So it was just really, really good because you could have, I suppose, the best technology in the world, but you have to have the people think about that experience.
David: And I think a lot of the stuff that we found as well, they had lots of good quality data and insight. So it really helped us get under the skin of who the users are, what’s important to them, which is so, so critical when you’re taking a human sensitive approach like they did. And that enabled us to think about what the core journeys were and how do we bring that experience to life?
Ashley: Well, exactly. I remember actually being in Gate One’s office and we planned out every single stage design. Okay, when a user logs into the platform, when they go into this area, what are they going to feel like?
David: Because you ultimately think, to your point, where’s the friction? You know, where are the moments of matter and what are the things that people really love and how do you bring out to life in the platform?
Ashley: It’s definitely the what’s in it for me. And a lot of organisations, I’ve seen this as being a major challenge. They actually haven’t thought about why would that user or employee want to log onto the platform. So that’s what they’ve done really, really well. For every single persona, what’s in it for me was considered. And we can see that it’s been hugely successful now. And the results that GSK are getting already is fantastic.
David: And if you were, you know, giving advice to someone about what’s the one thing and the one takeaway, the key thing to think about going forward, if you were embarking on this, what would it be?
Ashley: I think for me it’s definitely, and we touched on this already. What’s in it for me? So stepping back, getting into the shoes of those user personas and really, really understanding why they would log on to the platform.
So if you get that experience right, I think you’re going to be set up for success.
If you would like to talk to us about employee experience and how we can help you meet your transformation needs, get in touch today.
