It is easy to understand the direct impact of Customer Experience on business success. If a customer isn’t happy, it’s likely you’ll never see or hear from them again. But the relationship between happy employees and their impact on growth and business performance is less obvious.
Employee experience has never been so important for both employees and organisations.
We’re witnessing a generational change in the way we work and, in the employee/employer dynamic which we’ve only previously experienced following huge disruption, or industrial and technological revolutions. Now more than ever, preserving and protecting employee experience is a responsibility shared across the board and throughout leadership.
Designing a powerful employee experience isn’t simply a tick box exercise for the HR team, it can have a significant impact on many aspects of an organisation. Research from MIT Centre for Information Systems Research shows that companies with the best employee experiences see dramatic business benefits when they get employee experience right.
Companies who invest in Employee Experience, do four things, they:
1.Put people first
Start with an understanding of the people delivering a service, their needs, strengths, and aspirations
2.Improve engagement
Recognise organisations as collections of human beings who are motivated by varying perspectives and emotions, they emphasise engagement, dialogue, and learning.
3.Collaborate and co-create
Work together and get inspired by what others are doing
4.Connect and Change
By involving staff in the definition of the problem and the development of solutions they garner a broad commitment to change.
It all starts with Design
Ultimately taking a service design approach to your employee experience will lead to noticeable benefits because developing great employee experiences isn’t a one size fits all approach people are different, companies are different and even in one business, roles and functions are different.
It is about treating people like people and understanding what detracts from people having a really positive experience at work whoever they are and whatever they are doing.
Interested in Designing your People Experience?
Check out https://www.sda.ac.uk/service-design-for-employee-experience/ or
Get in touch https://www.sda.ac.uk/contact/
Sources
https://www.cultureamp.com/blog/what-is-employee-experience
https://cisr.mit.edu/publication/2020_0101_PathwaysEX_MeulenDery
https://cisr.mit.edu/publication/2017_0601_EmployeeExperience_DerySebastian
https://www.avanade.com/en-us/thinking/workplace-experience/sustainable-business-value-point-of-view
