Developing a New Service Model for Small Business Employers

Small business employers can face many challenges today in retaining and attracting the talent they need. Developing a new future service model to support them, along with workers, is the ultimate challenge for this multi-phase project, beginning with an extensive needs assessment.

 Designing a fulsome research plan and conducting many virtual and in-person interviews, workshops and probes were key to this project, led by a core team of Innovation Designers at The Moment including me. Extensive synthesis work with the Innovation Designer team then served to identify core needs, challenges and powerful insights. We developed visual diagrams to illustrate key concepts and themes and to bring it all together. Initial design principles and opportunity areas were highlighted in a robust report that told the story of the experiences of the workplace. Throughout the project with multiple partners, adaptability was crucial to navigating various concerns, team changes and delays.

The client was thrilled with the work and the insights and this initial discovery work and innovative framework has become a powerful foundation for new service innovations to benefit both employers and workers.