The problem
Since COVID-19, hybrid working became the dominant model at EY — employees spending 49% of their time remotely in FY24, up from 10% in FY19. As virtual work became central, the tools enabling that work became critical to employee experience and productivity.
The proliferation of localized device lifecycle customization created inefficiencies, inflated costs, and inconsistent experiences across global member firms.
Strategic framework
Pillar 1 — Consumer grade experience
Elevate device acquisition to meet consumer-grade expectations — a curated, guided end-to-end experience that strengthens EY's employer brand and retains top talent.
Pillar 2 — Segmentation model
Tailor device offerings based on role-driven performance needs — matching the right laptop to the right employee using telemetry and application-level analysis across 191 specialist apps.
Pillar 3 — Telemetry-driven refresh
Proactively address poor-performing devices before users are impacted — improving NPS and productivity while extending asset lifecycles when performance data supports it.
Seamless workflow is achieved when technology is purpose-fit, frictionless, and unobtrusive. The Device Needs strategy is built around this principle: right tools, right people, right time.