People operations leaders know that an effortless experience of people services will give time back to managers and employees. Our research shows: With a truly effortless experience, employees and managers save 100 hours of their time at work every year, that’s 71 Million USD of annual savings for a 20,000-employee-company. Reason enough for digital HR transformation programs to promise a better experience for managers and employees through new technology. Yet, of the 285 touchpoints with people related services, only 47 are technology enabled. By implementing a new HRIS, you will at best improve one sixth of the total experience. What about the rest?
As a people operations leader, to provide an end-to-end effortless experience, you must face the fact that designing and delivering superior Employee Experiences at scale is a complex task. It demands a human-centered, holistic understanding of the end-to-end experience and the ability to design and deliver iteratively, all the time and everywhere. We suggest that you take approach of ‘think big, start small, iterate as you scale’:
Assess the quality of interactions people have with your organization from their first moment of contact through everyday work life to the day you part ways. And beyond. Quickly identify opportunities, establish a baseline, compare and contrast your organization’s experience with those of competitors and peers, and much more.
Provide an effortless end-to-end experience of people services well beyond digital touchpoints with new systems and apps. Benchmark Employee Experience, jump-start experience re-design with journey map templates, accelerate innovation in co-creation. And embed experience delivery in your teams’ work – at scale.
Demonstrate the application of a human-centered design approach to identify and solve Employee Experience problems. Focus on a predefined space within a rapid timeline, while laying the foundation to scale experience improvements and innovations across the organization.
Embed EX design and delivery in the flow of work – at scale and across your entire organization. Give access to the ‘single point of truth’ for journeys and touchpoints, re-design tools and real-time EX measurement data. Enable local teams to act and improve EX.
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