Wolt is a technology company that makes it incredibly easy to discover and get great food, delivered to your home or office. The Helsinki-based company has operations in over 23 countries and 100+ cities, serving food from over 20,000 restaurants with over 40,000 courier partners, and has raised €258M in funding from investors. The company was founded in 2014 and employs over 1500 people today.
The challenge - Maintain performance management whilst experiencing hypergrowth
The company has grown rapidly: since being founded just 6 years ago, Wolt has expanded to 23 countries. At the end of 2019, Wolt had 710 employees, and today Wolt’s team is made of 1500 people. Growing quickly puts pressure on the entire organization, especially when you are growing internationally. Wolt’s HR has been quick to build tools and documentation for the team that’s doubled in under a year. Wolt introduced Impraise at the beginning of 2020 as part of performance management process.
Prior to Impraise, the performance management process was run using shared documents with no formal framework. This very quickly became a time consuming and administrative nightmare for HR, and provided a poor user experience for Team Leads.
“Documenting processes and personalized goals on shared sheets simply does not scale for a team of over 600 people (at the time). We saw it as a huge obstacle from an admin perspective and also an employee experience.” - Matti-Esko Seppä, Head of HR
Wolt recognised that in order to support fast growing teams in many different countries, they needed to find a tool which was flexible, intuitive and added value for everyone involved.
The solution - Create a strong feedback loop and support continuous conversations
Knowing that they did not have the luxury of lengthy planning, a phased roll out or hand holding employees, Wolt had to be very focused. This meant identifying and prioritizing business requirements with people's needs, and finding a partner to support them in this process.
They decided to focus on feedback and use Impraise to support them on this journey. Feedback is a fundamental part of keeping Team Leads and employees aligned on performance and development. A good feedback process allows people to connect with their peers for recognition, constructive feedback and also for building trust.
Working closely with their customer success manager, Wolt designed their ideal feedback loop (internally branded as Feedback Chats), which they rolled out across each of the teams in partnership with their Team Leads. Each loop includes a self-evaluation, peer feedback, and Team Lead feedback, all of which is followed up with a 1:1 between the employee and Team Lead. In addition, it is encouraged for people to set personal development goals if the feedback highlights the need for any.