Cadillac Fairview – Transforming the Employee Technology Experience
Introducing employee-centred design to simplify how people work with technology.
The Opportunity
Cadillac Fairview’s Data & Technology team wanted to improve how employees interacted with technology throughout their employment lifecycle. Technology provisioning, access management, onboarding, collaboration tools, and emerging AI capabilities were managed across multiple processes and teams, creating inconsistent employee experiences. The opportunity was to introduce a user-centred approach that simplified these experiences while supporting the organization’s broader digital transformation.
Discovery & Design
The initiative began by understanding the employee experience rather than the technology itself. Interviews, workshops, process mapping, and journey analysis revealed that technology onboarding, access management, collaboration tools, and day-to-day support varied significantly across departments and roles, resulting in inconsistent experiences and unnecessary complexity.
Rather than treating each challenge as an isolated technology project, we developed a set of employee personas and mapped the technology requirements associated with each role throughout the employee lifecycle. This provided a common framework for standardizing software, hardware, access provisioning, and support while informing initiatives such as SailPoint identity and access management, Google Gemini adoption, and hybrid meeting room improvements. The guiding principle was to simplify technology by designing around how employees actually work, rather than how organizational systems were structured.
The Outcome
The work established a more consistent, employee-centred approach to technology services across the organization. Standardized personas and lifecycle models simplified onboarding, supported role-based technology provisioning, and reduced unnecessary software licensing while strengthening identity and access management. The same employee-centred approach also helped accelerate adoption of Google Gemini by identifying meaningful role-specific applications and contributed to sustained improvements in employee satisfaction with hybrid meeting technology.