Designing the Future of Work
Empathy Research for a Hybrid Work Program
As EPCOR explored how and where its people would work in the future, the organization engaged J5 to understand the needs, motivations and experiences of employees across different roles, business units and locations.
Through ethnographic research with 49 employees, we examined how workplace location, technology, collaboration, personal boundaries and organizational culture influence how people work. The resulting insights helped EPCOR move beyond a one-size-fits-all approach and make more informed decisions about its future hybrid work program.
INDUSTRY
Energy & Utilities
CLIENT
Epcor
WHY IT MATTERS
Hybrid work is about more than deciding how many days employees spend in an office. It affects well-being, productivity, inclusion, collaboration, organizational culture and the physical spaces and technologies people rely upon.
Our research gave EPCOR a deeper understanding of what employees need to work effectively across different environments. It created a human-centred foundation for designing a flexible workplace model that supports individual needs while advancing the organization’s operational and cultural goals.
PROCESS HIGHLIGHTS
We engaged 49 EPCOR employees through diary studies, interviews, surveys, workshops and journey mapping to understand their experiences across roles, locations and business units.
We identified seven insights to guide the future of hybrid work, covering workplace choice, well-being, boundaries, connection, collaboration, productivity, belonging and inclusion.
Impact
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User Level
Gave employees across the organization a meaningful role in shaping how and where they would work in the future.
Identified the conditions employees need to feel productive, connected, trusted and supported across home, office, field and plant environments.
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Employee Level
Gave leaders evidence to make more informed decisions about workplace policies, management practices, technology, collaboration and employee support.
Highlighted the importance of maintaining trust through leadership that is present, empathetic, vulnerable and focused on action.
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Organizational Level
Established a research-based foundation for the next stages of EPCOR’s hybrid work program, including ideation, prototyping, testing and implementation.
Identified opportunities to strengthen culture and inclusion, rethink workplace infrastructure and create more flexible ways of working while maintaining productivity, safety and operational effectiveness.