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© 2015 Confidential and Proprietary The Digital Employee Experience

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Page 1: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

© 2015 Confidential and Proprietary

The Digital Employee Experience

Page 2: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Agenda

Digital disruption (video)

Digital transformation

Digital strategy

Three flavors of Design

New teams & relationships

Digital outcomes

2

Page 3: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Agenda

Digital disruption (video)

Digital transformation

Digital strategy

Three flavors of Design

New teams & relationships

Digital outcomes

3

Page 4: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Digital

Transformation

Page 5: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Digital transformation is driving business strategy

The percentage of enterprises

creating advanced digital

transformation initiatives will more

than double by 2020, from today’s

22% to almost 50%.

60% of B2B and 80% of B2C

enterprises will overhaul their

"digital front doors" - and the

customer engagement systems

behind them

125,000 large organizations are

launching digital business

initiatives now

The combined value of digital

transformation -- for society and

the industry -- could be greater

than $100 trillion over the next 10

years

Digital transformation will become

the key strategic thrust for most

CEOs …by 2018, 67% of the CEOs

of Global 2000 enterprises will have

digital transformation at the center of

their corporate strategy

Enterprises are forecast to invest the

most on digital transformation

technologies that support operating

model innovations… [redefining]

"how" work gets done

Page 6: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

BUSINESS

CONSUMER

Digital-first places the consumer at the center

EMPLOYEE

EXPERIENCE

DIGITAL

EMPLOYEE

EXPERIENCE

LEADERSHIP

& CULTURE

PE

OP

LE

NEW WORK

PRACTICES &

PROCESSES

OR

GA

NIZ

AT

ION

Digital-first models:

Intense customer focus

New disruptive business models

New modes of access to

knowledge

and expertise

Innovative approach to new

offerings

Application of specific digital

technologies

Page 7: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Employees are business consumers who bring their “digital” expectations and

behaviors to work

Employees as business consumers

Consumerization

Business consumers expect

a consumer-grade

experience, with all related

capabilities, when they come

to work (just like they have at

home).

Employees as consumers,

with new expectations

Digitization

New business models

(sometimes radically new)

emerge as digital becomes a

way of doing business. “Evolve

or dissolve”. Work practices

change to meet new business

models.

New business design, with new work

Aligns new work

practices, with people’s

behaviors, to realize new

value

Transformative

experience

Page 8: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Organizations work digitally – often with radically new business models and

designs that transform internal work practices and processes

Digital becomes a way of working

Consumerization

Business consumers expect

a consumer-grade

experience, with all related

capabilities, when they come

to work (just like they have at

home).

Employees as consumers,

with new expectations

Aligns new work

practices, with people’s

behaviors, to realize new

value

Transformative

experience

Digitization

New business models

(sometimes radically new)

emerge as digital becomes a

way of doing business.

“Evolve or dissolve”. Work

practices change to meet

new business models.

Employees as consumers,

with new expectations

Page 9: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Aligns new work

practices, with

people’s behaviors,

to realize new value

Transformative

experience

Connects business consumers expectations and behaviors, and the outcomes

desired by the business

Digital employee experience (DEX)

Digitization

New business models

(sometimes radically new)

emerge as digital becomes a

way of doing business. “Evolve

or dissolve”. Work practices

change to meet new business

models.

New business design, with new work

Consumerization

Business consumers expect a

consumer-grade experience, with

all related capabilities, when they

come to work (just like they have at

home).

Employees as consumers,

with new expectations

Page 10: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Digital Strategy

Page 11: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Approach for digital strategy

Inputs Actions Work Products

Business and organizational contexts

• External factors

• Internal environment

• Business strategy and models

• Program goals and models

Stakeholder and leader interviews

Constituent analysis & profiling

Impact of current state

Identify business themes

Conduct digital maturity assessment

Identify gaps in enterprise capability

Consider business best practices in digital transformation

Design early models for consumer input

Assess-modify-reassess

Business assessment

To-be business models for select programs and operations

Digital Solution definition / model

Visual representations/prototypes

Directional Roadmap

Page 12: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Value can be realized in many ways; the greatest value, however, comes from innovation.

Value propositions

Value-add

of work

Complexity of

work activity

Efficiency Effectiveness

Digital-first

mindset

Expertise

Innovation

Competitive

advantage

Low High

Low

High

Performance

Improvement

Differentiation

Cost-out Value driver

Value objective

Page 13: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Strong, consistent top-down leadership is a critical success factor for digital

transformation

Leadership

Owning and promoting digital vision, value propositions,

strategy, and business goals

Creating and championing the new business model(s)

Connecting digital to other enterprise initiatives

Securing investment funding and resources

Creating and owning the employment digital brand

Promoting the new digital culture and behaviors

Building a digital mindset

Working to break down organization silos

Working to facilitate collaboration broadly, including outside the

enterprise

Driving functional transformations and organizational change

Building appropriate governance and operational teams

Page 14: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Funding for digital can be tricky

Investment

Digital transformation is a journey, not a project, regarding

the strategy and evolution of the employee digital

experience

You won’t get quickly to a “business as usual” situation

Unlike traditional functional transformations, digital inside

the enterprise doesn’t always have logical owner and

source of (capital) funding

Sometimes, digital business units are set up and funded

separately from the legacy business, sidelining the role of

enterprise

The value propositions for enterprise digital are new and

require evaluation and advocacy

Proper funding and support requires a strong strategic

governance structure

Page 15: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Flavors

of Design

Page 16: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

3 Flavors of Design

16

Business Design

Experience Design

TechnicalDesign

Design has distinctive ideas, with different practices, across the digital landscape

Page 17: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Design for Business Success

17

WHAT

Articulates innovative processes and new work

practices leading to solution concepts…often in

support of new or changed business models.

WHO

Business designers…

a new breed of analyst with strategy and

organization design skills… who define new

models for business success Business Design

Page 18: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Business Design

Design for Business Success

18

HOW

Concept value proposition

Program goals & desired business outcomes

Work analysis

Qualitative & Quantitative Research

Business stakeholder ideation sessions

Consumer research & solution modeling

Data visualization

Iterative design & test cycles of early prototypes

Strategy innovation & Roadmap

Page 19: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Design for Business Success

19

Experience Design

WHAT

Imagines and iterates impactful experiences

that enable people to participate and engage in

entirely new ways of working and learning.

WHO

Experience designers…

creative, empathetic user-centered researchers

and designers… who explore and elaborate

beautiful, essential design for people.

Page 20: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Experience Design

Design for Business Success

20

HOW

User goals & desired outcomes

User research & heuristics

Understanding pain points

Content strategy

Contextual observation

Storyboarding + Constituent profiles & personas

Journey mapping & design visualization

Iterative design & test cycles of early prototypes

User participation, early and often in the early design

Adoption planning

Page 21: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Design aspires to be “essential”

“Personal assistant”, supported by new business practices and digital capabilities

A delightfully personal and timely experience invoking participation,

cultural alignment

Highly targeted experience based on personas, attributes,

preferences

Contexts and decision support that make tasks,

data, transactions, and processes meaningful

Digital assets, well structured and

integrated, with good findability and

functional usability

Page 22: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

TechnicalDesign

Design for Business Success

22

WHAT

Assesses the solution envisioned by designers,

contributes possibilities and ideas for realizing

it, then delivers elegant, scalable, reliable and

sustainable solutions.

WHO

Architects and engineers…

digital innovators… who bring the possibility

and promise of technology to bear to deliver

consumer grade experiences with good

engineering outcomes.

Page 23: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Design for Business Success

23

TechnicalDesign

HOW

Technical design in alignment with technology strategy

Commercial engineering best practices

Early, robust prototyping & POCs

Architecting for sustainability and maintainability

Robust solution documentation

Incorporate well-understood design patterns and

tested frameworks

Extensive socialization with extended technology and

ops teams

Page 24: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Design comes together, seamlessly

24

Progressive technologies

made accessible

and seamless

Success realized by

pursuing uncertainty, with

creative leaders, and a

culture of participation.

Good digital design applies design

thinking methodologies to encourage

or enable new work practices of

people in the context of new

business models… for value across

the ecosystem

Page 25: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Digital Teams &

Relationships

Page 26: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Design LeaderContent

Strategist

Digital

Experience

Strategist

IT Liaison/

Partner

Business

Designer

CuratorGovernance

Specialist

DIGITAL DESIGN TEAM

New digital skills, creative leadership and design-centric methodology align digital teams

New Digital Teams – take time to build

Page 27: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Experience Interest Operational Interest

Corp Functions - HR

EVP

Digital Employee Experience

Consumerization of HR

Process Engineering & Innovation

Design Engineering

Operations

CMO

Brand &,Purposeful Positioning

Customer Experience

Corporate

Communications

Communications

Culture

Emerging work practices

Real Estate

Workplace of the future

IT

Desktop of the future

Consumerization of IT

Other Corporate Functions

Social responsibility, diversity,

ethics

R&D

Stakeholders - siloes are an anti-pattern

Div/Regions/Countries

VoC, people/talent

Necessary variability

“Local” practices, processes, tools

Strategic Interest

Page 28: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Partner products – critical, but not the DEX

Partner/Vendor tools are critical embers in the digital ecosystem:

one of many

painful when not “open” for easy integration

difficult when not Mobile

often related to other HR and people contexts (ITM, onboarding, work/life)

often transaction- or data-centric (expert systems)

increasingly with improving UIs and digital capabilities.

Page 29: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Digital Experience

& ERP in the

Cloud

Page 30: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

From Globalization to Digitization…

1. HR Transformation created a “thick”

Self Service experience for

Employees and Managers

2. HR Transformation also normalized

major HR process areas (ITM,

Recruiting, etc.)

3. Now, fueled by digital-first market

forces, HR/IT is considering Mobile

& Cloud opportunities

Where is the employee

experience in this context?

Social, Mobile, Analytics

and Cloud (“SMAC”) are the

central technology enablers

to the digital-first revolution.

Page 31: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Anticipated value typically includes:

1. Reduced cost of ownership

2. Reduced internal IT support

3. Earlier access to innovative features

4. Often, better user interfaces (UIs)

5. Increased compliance, reduced risk

Other 3rd Party

Solutions

Other Vendor

Products

ERP System

• Business Value: Transaction processing,

core HR and Payroll data management,

complex workflows, reporting, integrity.

DEX & HR in the Cloud

The digital Employee Experience is a people-first, digital-first experience… leveraging investments made in technology solutions, like Cloud

User Value - a relevant Experience

• Relevant to me, adaptable to me

• Pushes relevant context, content and status to my attention

• Makes me aware of what I need to know and do, across channels

• An essential personal assistant in helping me find people, knowledge, ideas, and assets

• Seamless

• Feels and works like my organization’s culture, helping me to integrate my work-life objectives and expectations.

Digital Employee Experience

Business Value – a Business Solution

• Branded, culturally aligned

• Tailored to unique constituents – their profile, work and work practices, environments and preferences

• Supports adoption and integration of critical business programs and processes for non-expert users

• Leverages digital behaviors of the emerging work force to realize value of productivity, effectiveness, participation, engagement

• Leverages value of investment made in many best-of-breed solutions, including ERP

Page 32: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Experience and context in the DEX, transactions

and data in the ERP

Business Context, Branding, Alignment and User Guidance in the DEX

Transactions, Data, Reports in ERP…

Terminate Employee Deep Link

Page 33: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Digital Outcomes

Page 34: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Attributes of a digital-first solution – “pushed,”

hyper-personalized

At its heart, a digital-first

experience is a person-first

experience… Pushes relevant

resources and ideas to me

Page 35: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Contextual, influential, invoking participation

Compels me to participate and

engage in programs, causes

and communities I care about (and the business cares about)

Page 36: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Holistic, integrated, targeted

Helps create “porous walls”

between my home and work life

Page 37: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Insightful decision support, predictive over time

Business intelligence runs

throughout the experience…less

as “dashboards,” more as insight

Page 38: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Contextual integration of social, mobile, analytics,

cloud (SMAC)

Approaches like social and

gamification are meaningful and

culturally aligned

Page 39: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Thank You

Page 40: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Digital Transformation Fuels

the Employee Experience

Mimi Brooks

CEO & President

Logical Design Solutions

Session Sponsor

Page 41: The Digital Employee Experience - Amazon S3 · capability Consider business best practices in digital transformation Design early models for consumer input Assess-modify-reassess

Enter to Win One of Ten PrizesThank You for Joining Us

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