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UPS + RolePointService Design
2017-2019
What I DidClient Partnership, Strategy, Service Design, User Journey Mapping, Marketing, Vendor Management, Materials Design
*Image used for illustration purposes only. Mock-up created using Adobe Firefly and Photoshop.
Head of Customer Experience (Product Experience, Service Design, Client Relationships)
The Challenge
UPS partnered with RolePoint to launch a new employer referral platform and program that aligned with UPS’ employer brand. The challenge was that UPS has a substantial workforce that does not work at a desk. How could RolePoint reach these employees and promote the new program? UPS also had a custom built applicant tracking system that they needed RolePoint to integrate with in order to receive referrals and create a seamless experience for employees and talent acquisition alike.
The ThinkingAchieving an automatic integration between UPS and RolePoint meant building a custom integration. This was a huge undertaking and my work collaborated with UPS’ internal team, their technology partners both within UPS and externally, and my engineering team. I served as the primary client contact and facilitator. I worked closely with my engineering counterpart and product manager to develop a systems design that would receive employee referrals from UPS employees and then send them via API into their applicant tracking system to then be managed by UPS’ talent acquisition team. This was our first challenge.
Our second challenge was deploying the system to millions of employees who do not sit at a desk checking their email on a desktop computer. This meant a typical in-office launch party wouldn’t work. The thinking was that we needed to reach the drivers where they were at, in their trucks. We developed a plan to release a mobile version of the RolePoint employee referral application and develop promotional materials for UPS drivers in specific markets of the US.
The OutputWe worked with UPS to develop a newly rebranded employee referral program that aligned with the overall UPS employer brand. We develop custom logomarks and verbal branding. Using this employee referral brand, we custom designed a variety of promotional materials for UPS drivers. What do you need when you’re on the road, potentially for several hours a day? We designed and then partnered with external vendors on the production of portable chargers, air fresheners, and keychains for UPS drivers. These were distributed aross several markets across the US for each truck. The materials promoted the employee referral program. Along with these promotional materials, we launched referral campaigns that entered employees in a raffle for a variety of Apple products. For each referral an employee made, they were entered into a raffle for a prize. UPS hires thousands of seasonal employees each year for the businest time of the year. We were able to launch in time for their big push. As in startup nature, we received all of the promotional materials to our office in San Francisco where I worked with my small team to repackage and distribute boxes of promotional materials to UPS hubs.
The initial roll-out covered the US and hundreds of thousands of employees. The successful launch secured us another multi-year partnership and we later expanded out globally to all employees.
The ThinkingAchieving an automatic integration between UPS and RolePoint meant building a custom integration. This was a huge undertaking and my work collaborated with UPS’ internal team, their technology partners both within UPS and externally, and my engineering team. I served as the primary client contact and facilitator. I worked closely with my engineering counterpart and product manager to develop a systems design that would receive employee referrals from UPS employees and then send them via API into their applicant tracking system to then be managed by UPS’ talent acquisition team. This was our first challenge.
Our second challenge was deploying the system to millions of employees who do not sit at a desk checking their email on a desktop computer. This meant a typical in-office launch party wouldn’t work. The thinking was that we needed to reach the drivers where they were at, in their trucks. We developed a plan to release a mobile version of the RolePoint employee referral application and develop promotional materials for UPS drivers in specific markets of the US.
The OutputWe worked with UPS to develop a newly rebranded employee referral program that aligned with the overall UPS employer brand. We develop custom logomarks and verbal branding. Using this employee referral brand, we custom designed a variety of promotional materials for UPS drivers. What do you need when you’re on the road, potentially for several hours a day? We designed and then partnered with external vendors on the production of portable chargers, air fresheners, and keychains for UPS drivers. These were distributed aross several markets across the US for each truck. The materials promoted the employee referral program. Along with these promotional materials, we launched referral campaigns that entered employees in a raffle for a variety of Apple products. For each referral an employee made, they were entered into a raffle for a prize. UPS hires thousands of seasonal employees each year for the businest time of the year. We were able to launch in time for their big push. As in startup nature, we received all of the promotional materials to our office in San Francisco where I worked with my small team to repackage and distribute boxes of promotional materials to UPS hubs.
The initial roll-out covered the US and hundreds of thousands of employees. The successful launch secured us another multi-year partnership and we later expanded out globally to all employees.
My internal core team included: VP Engineering, Product Manager, Account Executive