Global FMCG – HR Experience Design

Designed a globally consistent HR experience to support ServiceNow implementation across 50+ markets - balancing standardisation with local nuance.

The Context:

A global consumer goods business was preparing to implement ServiceNow HRSD across dozens of markets. But the existing employee experience was fragmented: processes varied by region, service levels were inconsistent, and no single view of the end-to-end HR lifecycle existed.

The client needed a target experience design that could guide global implementation - but still accommodate local compliance, labour laws, and cultural nuance.

IGS was engaged to design the global “to-be” HR experience - from first principles through to implementation-ready blueprints.

Our Role & Approach:

Defined the existing (“as-is”) experience to Level 4 - journey mapping across onboarding, mobility, payroll, case management, offboarding and more

Created nine personas representing the lived reality of global users - across roles, cultures, accessibility needs and digital maturity

Co-designed five global design principles to anchor future service design, including an 80/20 global-local approach, experience-first, and expertise-on-hand

Created 25 service blueprints covering 10 core journeys, all mapped to Level 4 detail

Produced a transformation backlog of over 1,500 items to inform the HRSD service catalogue, localised SOPs, and agile delivery planning

The Result

• Global HR design framework agreed and adopted across all programme workstreams

• Detailed backlog used to sequence ServiceNow implementation across phased releases

• Personas and design principles now used as reference points across broader transformation initiatives (beyond HR)

• Standard operating procedures aligned globally for the first time - with clear guidance for local exceptions

• Consistent praise from stakeholders for innovation, delivery leadership, and the balance between structure and flexibility