BUFF TECHS
INFORMATION ECOSYSTEMS
Buff Techs is a “Best Effort” IT Service provided by CU that employs CU students, where any university affiliated individual is allowed to schedule an appointment or walk-in to the CASE office and have a Technician assess their tech issue and attempt to solve it.
Our goal was to map out the onboarding and training process and identify friction points that affect employee experience and service quality. Through interviews with key stakeholders, including team leads and technicians, we aimed to propose actionable recommendations for improvement.
Mapping the Onboarding Process
We began by documenting the onboarding process through interviews with team leads and technicians. We identified gaps between management’s expectations and the practical experiences of new hires. The training process lacked standardization, resulting in varying levels of expertise among technicians.
Creating a Data Journey
After conducting interviews and analyzing feedback from each participant, we consolidated the different perspectives to identify key insights. Throughout this Data Journey, we tracked which participant contributed to each event, noted moments where data changed or evolved, and highlighted areas of friction in the onboarding process.
PRESENTING RECOMENDATIONS
We delivered and presented our findings on the Buff Techs onboarding and training process, highlighting areas of friction and offering recommendations for improvement. Our presentation outlined key insights gathered from interviews and data analysis, along with actionable steps to standardize training, improve tool usage, and enhance overall technician performance.
Identifying Key Frictions
Our interviews revealed that the non-standardized training procedures led to inconsistent skills across technicians. Employees mainly learned from shadowing others, leading to knowledge gaps. Additionally, the usage of certain tools, like ServiceNow, was not well understood even by experienced technicians.