How to Design Employee Experience



By now, most employers are sick of hearing about employee engagement.

And for a good reason: despite substantial investment and coverage, the nationwide employee engagement has remained relatively stagnant since Gallup began tracking it in 2000. But we all intuitively understand, and have troves of data to support, engagement’s impact on the bottom line. Where do we go next?

The secret lies in switching the focus from employee engagement to employee experience, which encompasses every aspect of the job, from available technology to relationships with colleagues. We measure engagement, but we can proactively design employee experience, just as software development teams design user experiences. And therein lies the power.

Technology’s Impact on Employee Experience

Technology is a great place to double down on experience initiatives. The tools employees use to get their jobs done, as well as those used to access pay, benefits, and standard HR information, can have a significant impact on the employee experience. And even I was shocked by a 2017 study that found one in three employees would consider leaving their jobs due to outdated technology.

Enter HR Service Delivery, which essentially describes HR’s role in assisting employees with necessary services like answering questions or fulfilling requests and processes. The term is new; the function isn’t. What is new is emerging innovative HR Service Delivery technology that streamlines and automates workflows, boosts productivity, enables self-service options and standardizes case and file management. As teams and organizations grow, fulfilling standard HR services without the help of innovative technology can quickly become cumbersome, time-consuming, and inefficient, especially when managed through paper or email.

With HR Service Delivery Technology, HR is empowered to provide more personalized and responsive support, and employees can use self-service or have requests automatically routed to the appropriate team member. The result is solutions that streamline workflows, boost productivity, and expand HR’s impact throughout the entire organization while improving the employee experience for everyone.

The Future of HR Service Delivery Technology

These tools significantly improve efficiency while freeing HR professionals from tedious administrative tasks so they can focus on strategic and relationship-building initiatives. There’s also an increased emphasis on compliance, with secure role-based access to documents and requests. HR Service Delivery tools can even supply an audit trail, when necessary, to show who has accessed documents, and when.

Organizations with particularly complex HCM considerations, such as those with a global workforce or gig employees, benefit even more from the technology’s simplicity, efficiency, and accuracy. It’s well-suited to solve a wide variety of future of work challenges.

Today’s employees expect – and deserve – the same consumer-grade experiences at work that they enjoy at home. By treating our employees like our best customers and investing in their experiences, we foster the kind of loyalty, passion, and productivity that consistently sets best workplaces apart.

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