Transforming Employee Experience: From Reactive Friction to Proactive Enablement

Cybersecurity

Feb 6

Overview

A luxury brand needed to assess how corporate technology, processes, and approaches impeded employee work. ImagineX provided an independent analysis, identifying structural and cultural barriers, and delivered a prioritized roadmap to transition IT to a proactive, user-centric operating model.

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Problem

A reactive, control-centric IT culture and service model.
Significant user friction from a "one-size-fits-all" approach to devices and policies.
Fragmented, manual onboarding/offboarding workflows causing productivity loss and frustration.
Poor tool usability and insufficient role-based training (e.g., ServiceNow, MS Copilot).

Solution

ImagineX conducted stakeholder interviews and onboarding immersion (both an employee and a contractor) to personally document the real experience and identify structural issues. The resulting analysis highlighted multiple opportunities, such as shifting to a persona-based model and establishing a formal Cross-Functional IT Governance Committee, to drive decisions that are risk-informed and business-aligned. Key recommendations were prioritized in a crawl, walk, run approach to uplift immediate needs and plan for long-term success.

Outcome

Delivered a strategic blueprint and 18-month roadmap for achieving a proactive, user-centric IT model.
Established the foundation for a Tiered Device and Policy Model based on 5-7 user personas, enabling better alignment of hardware and security to specific roles.
Prioritized Quick Wins for immediate impact, including a targeted hardware pilot (to measure productivity ROI) and a policy transparency campaign to rebuild employee trust.
Recommendations provided to automate and streamline employee lifecycle (onboarding/offboarding) to reduce security risks and financial losses from unrecovered assets.

Technologies