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Optimize Employee Experience Design

Companies that excel at customer experience have more engaged employees. Gallup found 87% of employees are not engaged. Companies with highly engaged workforces outperform peers by 147% in earnings per share. To improve employee experience, companies should apply customer experience design principles like needs-based segmentation, mapping the employee journey, and identifying gaps to create a seamless experience. If companies thoughtfully design employee experience as they do customer experience, employees will be more satisfied and companies will see higher retention and better customer service.

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Dimple Gupta
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183 views8 pages

Optimize Employee Experience Design

Companies that excel at customer experience have more engaged employees. Gallup found 87% of employees are not engaged. Companies with highly engaged workforces outperform peers by 147% in earnings per share. To improve employee experience, companies should apply customer experience design principles like needs-based segmentation, mapping the employee journey, and identifying gaps to create a seamless experience. If companies thoughtfully design employee experience as they do customer experience, employees will be more satisfied and companies will see higher retention and better customer service.

Uploaded by

Dimple Gupta
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Design Your Employee Experience

As Thoughtfully as You Design


Your Customer Experience
For Internal Audience
Key highlights
2016 Employee Engagement Benchmark Study - the firm showed that
companies that excel at customer experience have one-and-a-half times
as many engaged employees as customer experience laggards do.

Gallup has found that a staggering 87% of employees worldwide are not


engaged

Companies with highly engaged workforces outperform their peers by


147% in earnings per share.
The Big Q
How to improve your internal employee experience?
Suggestions -
Apply Customer Experience design to the HR practices.

Applying customer experience strategy to employee experience begins


with Needs-Based Segmentation.

Grouping employees into clusters based on their Wants & Needs.

Employee experience design should be based on employees’ Drivers &


Desires.
It might be helpful to create groupings of Skeptics, Observers,
Participants & Champions.

Like customer journey map, companies can also create employee life
cycle –

1. sourcing & recruiting, Pre-boarding, Onboarding (orientation and initial training)


2. compensation and benefits, ongoing learning and development, ongoing engagement,
communication, and community involvement
3. rewards and recognition, performance planning, feedback, and review advancement
4. retirement, termination, or resignation
Outcome -
Identification of the gaps between the current experience & an experience that
would address employees’ needs.

After paying attention to the transitions between stages and identified points in the
experience the employer can get to know when an employee might get Lost.

Through the process the employer is able to pinpoint changes they needed to make
in Operations, Policies & Procedures, Programs, and even specific touchpoints.

This can provide a Seamless, Engaging, & Valuable employee experience.


Recommendations -
The company should create Distinct Brand Values for its customers and
as well as for its employees.

The distinct brand value for employees helps in Motivating and


Reinforcing and Interpreting them with customers.

A distinctive cultivated culture in the company, helps Attract and Retain


employees who fit with the culture and are more likely to thrive in it.
If a company attends to its employee experience with the same level of
discipline and intention that it does to its customer experience…

The results can be seen across the board.

Employees are More Satisfied, companies enjoy Higher Employee


Retention and customers get Better Service.

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