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’:
Create an experience baseline by measuring moments of truth and effortless moments across the end to end experience. Quickly identify opportunities, align the organization behind a shared target, benchmark with other organizations.
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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