Experience Advisory Services
Strategic guidance grounded in real user experience, using persona insight, data and workplace technology to ensure every change delivers measurable improvements in productivity and adoption.
Why it matters
Organisations often make significant technology investments such as device refresh, platform migration and workplace redesign without a clear understanding of how their people actually work. Devices are standardised for the average user, leaving some under-equipped and others over-provisioned. Platform changes assume consistent behaviours across the workforce, creating friction when systems do not align to real workflows. As a result, adoption suffers and expected productivity gains fail to materialise, with little visibility into whether the investment delivered real value.
SCC’s Experience Advisory Services place real user needs at the centre of technology and service decisions, supporting both transformation initiatives and ongoing delivery through SCC’s IEXC Service Desk. Through structured Discovery and Onboarding, we build a deep understanding of user needs and map your workforce based on real workload, behaviour and preferences to inform better technology and service decisions.
These insights directly inform how services are designed and delivered. We align the IEXC Service Desk to the support preferences of users, ensuring service models reflect how different groups want to engage and be supported. Change and adoption strategies are embedded as part of onboarding, increasing engagement and reducing friction as new technology is introduced. This same insight enables persona-led device refresh strategies, ensuring users are equipped based on how they work rather than a one-size-fits-all standard.
Experience Level Agreements (XLAs) are aligned to the metrics that matter to users, providing a measurable framework that reflects real experience rather than traditional service metrics. Combined with productivity analysis, this creates a clear view of whether technology and services are delivering meaningful outcomes.
By bringing together user insight, support preferences, device strategy and experience measurement, SCC transforms technology and service delivery from assumption-led decisions into evidence-based outcomes, ensuring investment is targeted, adoption is sustained and measurable improvements in productivity and user experience are achieved.
How we deliver experience-led transformation
Step 1
Conduct discovery workshops
We run workshops with business stakeholders, IT leaders, user groups and department heads to understand your workforce, work patterns and technology needs. We map roles to users based on real workload requirements, identify groups with distinct needs and uncover pain points in the current technology experience.
Step 2
Define user needs and support preferences
From discovery insights, we define user needs and support preferences for different groups based on workload, application usage, location patterns and experience expectations. This ensures both technology and support models are aligned to how users want to work and be supported.
Step 3
Define Experience Level Agreements (XLAs)
We establish XLAs that define measurable experience outcomes such as productivity, satisfaction and accessibility. These create a clear, user-focused framework for success, ensuring technology performance is measured by real user impact rather than traditional service metrics.
Step 4
Drive change and adoption
We enable successful adoption by ensuring experience-led initiatives such as IEXC, personalised support and XLAs are understood and embedded across the organisation. Through structured engagement, communication and governance, we align stakeholders, position experience outcomes and support users through change.
We identify where users may struggle, deliver a targeted communication and training strategy, and define a clear adoption roadmap to drive sustained behavioural change and measurable improvement.
Step 5
Persona‑led device refresh
We use discovery insights, device usage and experience data to build a clear understanding of how users interact with devices, applications and services. This enables a persona‑led approach to device refresh, based on real workload, usage patterns and performance needs.
Using these insights, we guide refresh, reuse and redeployment decisions, ensuring devices are aligned to user needs, improving experience, reducing waste and supporting long-term productivity.
Step 6
Extend and enhance experience services (optional)
We extend the core engagement with additional experience services tailored to your organisation. These include defining support personas to refine service interactions, expanding XLAs to cover additional services and use cases, enabling Change and Adoption support at scale, and introducing productivity-focused measurement frameworks.
These optional capabilities enable further optimisation of the IEXC Service Desk, enhance experience insight and ensure continuous improvement aligned to evolving business priorities and user needs.
Make user needs the centre of technology investment
Every organisation’s workforce is different. Experience Advisory ensures your technology choices are shaped by how your people actually work, ensuring adoption and productivity outcomes are built in from the start.
FAQs
What are Experience Advisory Services?
Experience Advisory Services provide strategic, insight-led guidance to improve employee experience, adoption and productivity. They use persona insight, user data and workplace technology to ensure change delivers measurable outcomes, not just deployment.
Why is this important?
Many organisations invest heavily in technology but struggle to realise value because services are designed around a “standard user”, not real behaviours. This approach ensures decisions are based on how people actually work.
What does the service focus on?
The service focuses on understanding user behaviour, designing persona-led services and device strategies, embedding change and adoption from the start, and measuring experience through outcomes (XLAs) rather than traditional SLAs.
How is this different from traditional approaches?
Traditional approaches focus on deployment and service efficiency, whereas Experience Advisory Services focus on user experience, adoption and productivity outcomes, shifting organisations to evidence-based improvement.
What outcomes can we expect?
Customers typically see higher adoption of workplace technologies, improved employee satisfaction, better alignment between users and services, and clearer visibility of value from IT investment.
How is this support by change and adoption?
Change and adoption is built in from the outset, using persona insight to target the right users in the right way, reducing friction and ensuring new ways of working are embedded.
What makes SCC’s approach unique?
SCC brings together persona insight, experience measurement (XLAs), service design and change adoption into a single approach.
This creates a continuous loop of insight → action → measurable improvement, ensuring technology and services are aligned to real user needs and deliver sustained value.
How do we get started?
The best starting point is a quick conversation with an SCC specialist. From there, we will understand your challenges, recommend a suitable starting point (often Discovery), and define clear outcomes and next steps.