To support the productivity and technology requirements of its employees, MSD needed to better understand their needs. This research project looked to discover, define and communicate these needs in the form of a design artefact that will guide the selection of devices and technologies that are most suitable to end users. 

To ensure data-driven design artifacts, quantitative approach was prioritised, supported by qualitative research. Interviews with MSD staff, coupled with dimension mapping and thematic analysis, shaped proto-archetypes. Surveying nearly 1,000 staff generated segmented Worker Types with distinct technology requirements.

The research is being used as part of the Digital Transformation Programme to inform device and technology solutions supplied to the 11,000 staff across Aotearoa. The Worker Type artefacts themselves are on display at MSD Home Office in Wellington, inviting engagement and feedback from the wider organisation.