EY Mobility Pathway is a scalable, integrated mobility solution that enables clients and engagement teams to manage and coordinate complex mobility services on a single platform.

challenge

Our main user, EY service delivery team, and our secondary user, the client HR admin, struggled with not being able to gain a micro and macro view of their mobility program due to the use of too many applications creating a fragmented experience that required manual synchronization to ensure a complete service delivery picture is provided. In addition, the EY teams and client HR admins further struggled with a time-consuming and repetitive process to gather or provide up-to-date data and documents for one or multiple service delivery cases. The client HR admin also struggled with managing requests for additional services, creating a bottleneck when an employee's circumstances demand EY expertise immediately.

outcome

EY Mobility Pathway facilitates the delivery of EY’s mobility services to its clients. It provides a common landscape for EY and client users across all services and jurisdictions, with direct access to all relevant information. The configurable frameworks for data collection and case management allow EY to redefine and optimize its processes for working with clients, ensuring scalability and cost-effectiveness while maintaining best practices. EY Mobility Pathway is central to EY’s ambition to more than double its mobility services business by 2027.

purpose

The product team strived to build a single platform that reused data across service delivery cases, reducing the number of times a user has to enter data to a single entry, resulting in increased efficiencies in service delivery. In addition, the UX team focused on providing a flexible solution that allowed for a customize-able workflow and data-gathering experience for the service delivery team while also providing a focused data submission experience for the client HR admin and the employee users that enabled the client and employee users to reduce the time spent in the Mobility Pathway application.

overcoming roadblocks

The first hurdle was dealing with the complex and varied workflows across different service lines while ensuring that each case was handled in a bespoke manner specific to each client’s unique policy and country. Additionally, a challenge was posed when the need to adapt to new design patterns in the product was met with resistance from longtime employees. After introducing them to the testing phase and demonstrating the iterations, they became enthusiastic to see these changes manifest in real-time. By involving them in user testing, we provided them with a firsthand perspective of our process.

user-centric approach

In addressing the user challenges, our approach for EY Mobility Pathway was deeply rooted in user-centered research. The UX process starts by conducting interviews to get a deeper understanding of user needs, pain points, and preferences helping to design more tailored solutions across different personas. Additionally, UX utilized journey maps to identify areas to improve and to help inform our design process. To evaluate the effectiveness and efficiencies within our solutions, we utilize user testing to observe users as they interact with the product and uncover enhancement opportunities. Finally, UX routinely creates surveys to capture broader audiences to assess satisfaction ratings, validate findings, and prioritize areas to improve.

aha! moments

In the beginning, it was unclear how each feature reflected the needs of our users. After collaborating with leadership, UX began to lead agile delivery. By prioritizing UX, we were able to craft visionary concepts backed by research, which greatly facilitated alignment and understanding across the project team. This in turn enabled better planning for feature releases and fostered an environment conductive to user validation and testing. Additionally, the focus on UX resulted in enhanced documentation for development, further enhancing our efficiency and effectiveness. This experience demonstrated the value of incorporating UX principles throughout the development process and highlighted the impact it can have on the entire project.

the future of Mobility Pathway

EY Mobility Pathway will become the center of our users’ global mobility ecosystem, bringing a multitude of interactions with otherwise disparate systems into a unified user experience. Continued investment in configurability and user preferences will produce increasingly personalized experiences, tailored to the needs of different jurisdictions. AI-enabled service delivery will result in more intuitive and efficient completion of compliance processes, allowing users to focus on their life-changing international assignments and delivering value to their employers. This UX-first development strategy will cement EY Mobility Pathway as the technology of choice for the management of globally mobile workforces.