Experience Data Vital for Continual Improvement

“Experience Management aligns to what we want to achieve internally - making end-user experience as great as possible”
- Mark Butcher

Wiley's previous efforts of gathering end-user feedback involved conducting yearly surveys, a method falling short of expectations. Wiley also needed a tool to aid their IT culture development and internal strategy; to move to human-centric IT operations.

In the hunt for a new tool, Wiley compared ServiceNow's feedback gathering tool to HappySignals Experience Management platform and were surprised with the impact of HappySignals' fully developed, easy to implement out-of-the-box product.
 
After an initial 6-week POC with HappySignals, Wiley discovered the rich influx of experience data at their finger tips and the value that HappySignals delivers instantaneously, compared to the time and resources in developing methods in-house.
 
After receiving a staggering 20% increase in response rates over night, still in their ITXM infancy, Wiley are now well equipped on their journey to providing continual end-user improvement initiatives and a further adoption of ITXM company wide.

 

COMPANY
  • Industry: Research and Education
  • Employees: 9500
  • Service Desk: Internal
  • ITSM Platform: ServiceNow
  • HappySignals since: Aug 2021

Outcomes

Response Rates

<5%

Before

>25%

After

x5

Increase

Lost Time

5hrs 13 min

Before

4 hrs 16 min

After

18.9%

Reduction in lost time over IT incidents

Wiley Happiness Score Graph

How HappySignals is used at Wiley

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.


Challenges overcome with HappySignals

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.
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"Experience Management aligns to what we want to achieve internally - making end-user experience as great as possible"

Mark Butcher

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

Wiley_benefits

 


How they got there

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.

 

 

 

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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.

 

 

 

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