Defining an optimal employee experience

- Why defining an optimal experience is critical to success of an intranet
- What an optimal experience definition is, how it is used and who uses it
- How to define, capture, communicate and inspire others to action

Transcript

1. Defining an optimal employee experience for optimal project success March 2015
2. 1 What we are going to talk about today 1. Why defining an optimal experience is critical to success of an intranet 2. What an optimal experience definition is, how it is used and who uses it 3. How to define, capture, communicate and inspire others to action
3. 2 About Me Octavia Maddox Customer Experience Manager BT Financial Group Twitter: @occipocci
4. 3 Why do we need an optimal experience?
7. 6 What I know about people at work
8. 7 They don’t think the intranet is important
9. 8 They have no time
10. 9 People do what is in their self interest
11. 10 People don’t do what they are told to do
12. 11 Their expectations are high
13. 12 They need easy & efficient access to information & knowledge
14. 13 They take the easiest and fastest path
15. 14 They are the engine room of your customer experience
16. 15 Things you might have heard
17. 16 Let’s give them another portal!
18. 17 Too bad! They won’t have a choice!
19. 18 It’s just the intranet… its not like it’s something important like the website…
20. 19 A critical or decisive time on which much depends; a crucial moment.
22. 21 Isn’t a vision something senior leaders set?
24. 23 Our project scope is small… a future vision is not relevant
25. 24 z End state vision progress
26. 25 How do we get employees to do what we want them to do? Your online employee experience (i.e. intranet) is critical to delivering all these
27. 26 What we are going to talk about today 1. Why defining an optimal experience is critical to success of an intranet 2. What an optimal experience definition is, how it is used and who uses it 3. How to define, capture, communicate and inspire others to action
28. 27 What is an optimal employee experience vision?
29. 28 If there were no constraints, what would an optimal experience for an employee be? What is the dream end state? It’s fluffy!
30. 29 Who would use an optimal experience, & what for?
31. 30 Enterprise architects Technical architects Senior leaders / decision makers Project managers Business analysts Programmers Change specialists Communications specialists Anyone making decisions that impact the employee experience now, or later. Everyone!
32. 31 How would they use it?
33. 32 Understand the context of their decisions Understand the strategic direction of the organisation Utilise principles for better decisions ?
34. 33 How it could play out We should display pricing up front… Hmm, I don’t think the business will go for that. If we have a principle of ‘Give me control’ then we need to display pricing. Oh right, yes I get it.
35. 34 What we are going to talk about today 1. Why defining an optimal experience is critical to success of an intranet 2. What an optimal experience definition is, how it is used and who uses it 3. How to define, capture, communicate and inspire others to action
36. 35 How? 1. Research 2. Capture insights 3. Design optimal 4. Communicate 5. Measure
37. 36 1. Research 1. Plan based on employee types / org areas (e.g. org 5000 plan for 25 minimum) 2. Observe employees in context doing their usual work 3. Benchmark great experiences elsewhere 4. Survey perceived usability & system usage 5. Debrief and work through notes to find insights
38. 37 2. Capture insights 1. Who are our employees – personas / segments 2. Tasks • Frequent tasks e.g.. Apply for leave, check leave balance, search • Poor usability tasks e.g. claiming expenses in the cluncky outsourced system • Strategic tasks e.g. Find customer insights, understand leader strategies, plan my career 3. High level findings
39. 38 3. Design optimal 1. Engage stakeholders & users with co-design activities 2. Identify key task groupings 3. Sketch brainstorm (mobile & desktop) by exploring usage contexts 4. Visualise with scenarios
40. 39 4. Communicate 1. Identify stakeholders 2. Plan communications strategy 3. Communicate vision in a context that suits the user e.g. Champion EX in meetings versus distributing documents
41. 40 5. Measure 1. Set benchmarks – use existing measures & new measures if necessary 2. Map a maturity model indicate stages of maturity in the EX journey 3. Report to senior leaders – include as part of key area performance measures e.g. IT Architecture
42. 41 Some examples
43. 42 Employee experience: from here to there Where we are Where we want to be Frequent task experience Inefficient and frustrating for staff. Over time they become unconscious of the time wasted. Frequent tasks are seamlessly integrated to their online platform. Requiring little time or effort to accomplish. Strategic task experience Employees have to actively undertake important tasks. They are not a seamless part of the way they work. Strategic tasks are part of the way they work. They constantly come across these tasks and they become part of their natural processes. Task usability Employees experience poor usability for all systems they use. Employees rarely if ever feel frustration with systems they use. Mobility Employees cannot accomplish their tasks outside of the office. Tasks can be accomplished whenever and wherever employees need to. Governance There is no oversight or championing of the employee experience. There are no design patterns for interaction consistency. The EX is constantly iterated, communicated and is part of all system decisions. Design patterns are provided in an easy to consume format for all project teams making changes to systems. Measurement No measurement of employee experience EX is measured and is a part of every system decision maker’s performance measures. Projects cant go live unless they demonstrate an improvement to experience. Culture Employee experience is not talked about or thought about when changes are made to systems Everyone plays a role in ensuring system decisions are a fit with the employee experience vision. It is not viewed as acceptable to deliver solutions that aren’t integrated, efficient and usable. Collaboration It is not easy or efficient for staff to collaborate with their colleagues. Employees collaborate with others without actively making any effort. They can find their work and the work of others with ease. They feel connected and engaged by being able to connect online in a way that suits them.
44. 47 What we are going to talk about today 1. Why defining an optimal experience is critical to success of an intranet 2. What an optimal experience definition is, how it is used and who uses it 3. How to define, capture, communicate and inspire others to action