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
How is persona development different from job titles or department structures?
Job titles don’t tell you how people actually work. You might have five “analyst” roles but with completely different workloads – one primarily does data analysis, another manages databases, a third handles compliance reporting. Personas group people by actual work patterns and requirements rather than job classification. This ensures technology recommendations match real needs rather than organisational structure.
What does a typical discovery process involve, and how long does it take?
A typical discovery process includes workshops with business stakeholders and IT leaders (1-2 days), user interviews or surveys to validate assumptions (1 week), analysis and persona development (1 week), and validation sessions to confirm personas with your teams (2-3 days). Total timeline is usually 4-6 weeks. The outcome is documented personas, device recommendations and an experience-level agreement framework specific to your organisation.
How do experience-level agreements differ from service-level agreements (SLAs)?
SLAs measure whether systems are running (infrastructure availability). XLAs measure whether systems are delivering value to the people who use them (user experience). An SLA might say “network availability 99.9%.” An XLA says “application startup time under 5 seconds” or “video conference latency under 150ms”. XLAs are outcome-focused rather than infrastructure-focused, making them more relevant to productivity and adoption.
Can you help us refresh only specific user groups rather than all devices at once?
Yes. Persona-led approach actually recommends phased refresh by user group rather than one-size-fits-all refresh. You might refresh field technicians first (highest impact on productivity), then creative professionals, then knowledge workers. Each group gets devices optimised for their personas, and you can measure whether each phase delivered against its XLAs before moving to the next. This reduces risk and allows you to adjust approach based on early outcomes.
What happens if our workforce or work patterns change significantly after the initial advisory engagement?
Personas and XLAs should be reviewed every 12-24 months as your business evolves. If significant change occurs – a new line of business, major role consolidation, or shift to flexible work – we help you reassess personas and adjust XLAs accordingly. Think of this as ongoing advisory rather than a one-time engagement. Your technology strategy should evolve with your business.