Flipkart WiRED 6.

0 | Campus case challenge | HR

With the internet base expanding in India,. Customer First is one of the core values at Flipkart since
inception and here are some of the initiatives that the company has experimented with to increase
customer engagement and mindshare:

2010 Cash-on-Delivery Service

2011 30 Day Replacement Policy

2012 Fashion & Lifestyle Category Launch

2013 Launched Marketplace & Same Day Delivery

2014 The First ‘Big Billion Day’ Sale

2015 Flipkart Lite - Mobile Focus

2016 No Cost EMI

2017 Expanding Categories

(Large Appliances, Furni-sure, Refurbished business)

2018
Grocery, Shopper Audience Platform (tie-up with Hotstar),

2019
Flipkart Plus Buy Now Pay Later, 2Gud, Supermart, Supercoins,

2020 Quick, 2GUD influencer commerce, Leap, Flipkart Wholesale

2021 Flipkart Camera, Shopsy

Context:

People Tech and Analytics have embarked on an Employee centric Digital transformation journey
across a 2-3 year Roadmap. The north star is to bring about an integrated and a best in class
People Experience for all Flipsters. The current set of HR Tech tools consists of the following
applications-SuccessFactors (HRMS), SIA (Chatbot) Reflect (A tool for giving feedback to
employees), Zwayam (Application tracking tool), Thanks (Recognition tool) and others to support
the end to end Employee/Manager Lifecycle and journey while at Flipkart. The People Tech
Roadmap is focussed on initiatives that will integrate/enhance the digital people experience of
our Flipsters with success criteria defined as a high degree of adoption and self service. Breaking
down adoption-The ability for employees and Managers to use our tools when they need to and
self-serve will create a paradigm shift in how HR and Flipkart scales. Transactions (goal forms, PD
forms by Managers, applying for leave etc) performed by themselves or information sought after
through self service will give HRBPs time back in their day to focus on more strategic tasks,
thereby helping streamline the HRBP Operating model with efficiencies

Challenge:

There are several opportunities to drive better adoption, usage and self service of our existing
tools. For instance several self help related features currently available on SIA, are not utilized as
much on the ground by employees/managers. The same for other interactions across employee
touch points such as the Thanks Portal, Success Factors and so on forth. Employees tend to lean
on HRBPs and HRoPs in order to get certain tasks done. The HR Tech strategic roadmap is
focused on bringing about an integrated experience state for all employees and Managers in the
form of an Employee Experience platform. The vision is for this to be a one stop shop portal for all
things HR; success for the implementation of this platform will highly depend on how the platform
is used when needed by all Flipster personas. The challenge faced is how do we design an
approach to ensure maximum adoption happens consistently where possible/when an employee
needs to transact or needs HR related Info
Key Deliverables for the Idea submission round:

In not more than 3 Slides (excluding the cover slide and annexures):

1. Design 2-3 implementable and measurable ideas to drive higher adoption for the following
Personas-GenZ and Millenial FTE Employees and People Managers, These ideas will be used
during the EXP implementation

2. Propose 4-5 actionable ideas for HRBPs to implement on the ground which will get employees
and managers to use SIA, our chabot (where applicable) as their first port of call, before reaching
out to HR

3. Identify 3-4 possible bottlenecks on why currently Employees prefer to be high touch, ie. lean
on HR rather than using a DIY approach (tackle cultural nuances)

Some Important metrics for reference:

- Average Unique visits/Log ins by both FTEs and FTCs in Success Factors (HRMS) over the
last 6 months is at 46%. The ideal state is anywhere between 70-80% log ins considering
the range of Processes Success Factor manages
- Average Unique visits/Logins by both Full Time Employees and Fixed Term Contract
workers into SIA (Flipkart Chatbot) over the last 6 months is at 25%. The ideal state is
anywhere between 80-90% logins considering the range of Processes Success Factor
manages