As Johns Hopkins prepares for the transition from SAP to Workday (set to go live in the summer 2027) Sightline is actively engaging employees to co-design the future of help and support services. This collaborative approach ensures that the new system is intuitive, effective, and aligned with the needs of those who rely on it most.
One key initiative under exploration is a virtual help desk service to assist with administrative questions related to HR, finance, supply chain, and sponsored projects across Johns Hopkins. A decision on recommendations is expected in the second half of 2025.
Grounded in human-centered design, Sightline takes an innovative approach to problem-solving by working directly with those impacted. In early 2025, the team interviewed over 60 employees across administrative roles within the university and health system—people who regularly seek or provide support in SAP. These conversations explored their experiences, challenges, and ideas for improving future service levels.
Insights from these interviews were then used in a design session where participants, including many of those interviewed, storyboarded an ideal help and support service experience. They translated their ideas into high-level features and concepts, using sticky notes to outline a streamlined administrative support process and platform.
The session concluded with a mapping exercise to identify the most recommended and impactful features for Johns Hopkins to consider when selecting a future service technology and designing Workday support services.
Sightline remains committed to leveraging human-centered design for administrative solutions that impact employees across Johns Hopkins. By ensuring decisions are rooted in real employee needs and experiences, these engagements pave the way for a smoother, more effective transition to Workday.