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Defining an optimal employee experience

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

Octavia Maddox

March 04, 2015
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  1. 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
  2. 4

  3. 5

  4. 20

  5. 22

  6. 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
  7. 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
  8. 28 If there were no constraints, what would an optimal

    experience for an employee be? What is the dream end state? It’s fluffy!
  9. 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!
  10. 32 Understand the context of their decisions Understand the strategic

    direction of the organisation Utilise principles for better decisions ?
  11. 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.
  12. 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
  13. 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
  14. 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
  15. 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
  16. 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
  17. 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
  18. 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.
  19. 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