Taronga Zoo
Enhancing the employee user experience with digital technologies
About the company
Taronga Conservation Society Australia (TCSA) secures a shared future for wildlife and people with activities that span the fields of animal care, recovery, education, community engagement, guest experience and science. In 100 years Taronga has evolved from a location of entertainment to a mature conservation and education hub.
Problem Statement
How can we enable Zoo Keepers, Volunteers and Staff to spend more time with the animals and guests?
Services
User research
User Personas
Day in their life experience
Journey mapping (current and future state)
Feature prioritisation
Prototyping (Mid and High Fidelity)
Usability testing
Architecture design
User stories
Build
Build testing
Quality assurance
Continuous Improvements
Technology
SAP BTP
SAPUI5 (SAP Fiori)
SAP Launchpad
Achievements
SAP Innovation Awards 2020 – Honorable Mention
Challenge
Burdened by desk-based admin tasks, Taronga Zoo employees struggled to maintain enough quality time with the animals. TCSA was seeking to unify common staff functions and content into a simple, intuitive mobile and desktop application to maintain employee productivity and engagement.
Solution
Stax has become the ‘go to’ for staff members looking to lodge leave requests, requisitions and for guest experience staff to issue site wide alerts. Zoo staff members find it easier to lodge leave and purchasing requisitions, as they no longer have to track down their line manager to physically sign off on the form. The Stax app is continuously enhanced to support new features and functions as well as TCSA’s journey to SAP S/4HANA, SuccessFactors and other non-SAP solutions.
Outcome
Increased field staff engagement
The cloud application enables field staff to be more engaged and proactive dealing with zoo incidents, staying up to date with news and other key information.
Increased user satisfaction
The simplified and intuitive experience for key transactions, encouraged employees to be more engaged with customers, leading to increased guest experience.
Quick and efficient communications
Mobile app enabled communications to be directed quickly and efficiently to the right person. This ability built a confidence in the front-line teams.
Impact
87 %
Guest satisfaction with helpfulness of staff.
33 %
Staff users are now mobile first.
2500+
Purchase requisitions and 2000+ leave requests lodged via Stax app.
500+
Employees use the Stax app successfully.
“Taronga has a new partnership with its sponsor SAP to uplift core business systems to continuously updated cloud systems for finance, procurement, payroll and human resources. The project will provide current and continuously updated cloud systems for Taronga’s new phase of commercial growth, as well as expanded education and conservation programs.”
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