1. Experience data used to identify improvement areas

Experience data is continuously used in identifying improvement areas; before and after improvement initiatives have been implemented. For example, through the processes Wiley have automated, they are able to use experience data to see how this has impacted their end-users.

2. Decision making based on honest feedback

Wiley is able to listen directly to their end-users and then implement changes to their IT in order to benefit the user. Through a "show and tell" method, Wiley shows the end-user that their feedback has been listened to and the important changes made due to feedback.

3. Continuous evolution of ITXM

Currently, Experience Management and the use of HappySignals is sitting closely with Wiley's end-user services team, with plans for further adoption across IT teams and ultimately, their culture.

4. Feedback in flocks

HappySignals ready-to-use-tool has yielded high response rates, overnight. This is a dramatic change to previous measurement/feedback initiatives. Not only this, but the data is accurate and valid.

5. Reporting from the tool

Now experience data is being reported from the tool and no need for manual reporting. Experience data is being used in monthly meetings with the CIO, with plans to have experience data as a more prominent feature in their IT culture.

Wiley began with HappySignals in late 2021 in order to begin the transition across to Experience Management and to start delivering their key target; making the end-user experience as great as possible.

The challenges that were identified prior to using HappySignals, and overcome with the help of the platform, were:

• Moving from annual surveys (and outdated data) to real-time experience data from HappySignals.
• Increasing Response Rates and accessing tangible, fruitful data.
• From a service level agreement (SLA) focus to developing XLAs with the help of ITXM
• Insightful data to pinpoint problem areas for improvement
• Reduce hours in developing and conducting yearly surveys.

Tangible Benefits

Real-time Experience data enables Wiley to identify continual improvement areas

• Delivers value instantly
• Pinpoints end-user exact problem areas
• Increase response rates
• No need for manual exporting - report straight from tool
• Reduces hours wasted in building and divulging data from yearly surveys
• Track and trace IT changes

Experience Management enables Wiley to achieve internal IT goals - delivering great end-user experiences:

• Wiley began with a 6-week POC leading to them discovering the true potential and value HappySignals Experience Management Platform holds.
• Out-of-the-box tool aided Wiley with a quick implementation in to their ways of working, seeing a 25% increase in response rates over night.
• Experience Data is now used in monthly CIO meetings
• Further education on HappySignals and ITXM in the pipeline to introduce to broader IT units.
• Show and tell method with end-users to show what is being improved from the feedback they provide.

Use cases where Wiley
uses HappySignals

See which use cases helped Wiley achieve its IT success, and find other cases suitable for your company needs.

• Digital transformation
• Manage IT vendors
• Fix the 'Watermelon Effect' in IT
• Continual service improvement
• Happiness as a common focus for IT
• Moving from SLAs to XLAs