A guide to digital employee experience
Employees have expectations when it comes to accessing internal documentation or exchanging information with colleagues. This is one of the reasons why businesses should invest in digital employee experience and make this experience as smooth as possible. Doing so will save employees time and frustration, and it will increase overall productivity. Before getting into the benefits of a best-in-class digital employee experience, we define what it is and give you its key components.
What is digital employee experience?
Digital employee experience, also referred to as DEX, is a concept that represents the good functioning of devices, networks and applications an employee uses during their working day. In other words, it is the digital environment an employee exists in. A smooth digital employee experience means that the technologies, communications and tools used by an employee for their day-to-day tasks, work effectively and without disruption. Ultimately, this means that employees are able to focus on their work.
The key components of digital employee experience
Digital employee experience is a term that encompasses a wide range of solutions. All the components highlighted below need to be looked into, as they are all part of the DEX.
Productivity tools and systems
These are the tools or workflows that employees use on a daily basis to do their jobs. Productivity tools go from finance solutions to marketing content or even analytics and customer service.
Communication technologies
Although employees might be working remotely, they still need to connect with their colleagues. Both synchronous and asynchronous communication should be facilitated by the use of technology. Email, zoom calls and instant messaging should work smoothly, as should online platforms where employees work or share content.
Read more: Asynchronous communication in the remote workplace and tips for harnessing it
HR and learning and development solutions
A well-rounded digital employee experience includes smooth access to personal HR information such as payslips, performance management, benefits, a wellness programme, as well as automated learning and development and more by giving employees access to dedicated platforms.
The objectives of digital employee experience
Organisations that have a best-in-class digital employee experience have higher employee satisfaction, better productivity and a more positive company culture. Let’s go into more details on the benefits of a positive digital employee experience.
To allow for smooth remote or hybrid work arrangements
COVID-19 has boosted remote work practices. However, this would not have been possible without the necessary technologies. Remote or hybrid work practices are here to stay, and organisations need to adapt to this environment by giving their employees the tools and technologies they need. Flexibility has almost become an expectation. To be successful requires a solid DEX that allows employees to work from various locations and on multiple devices.
To enhance the overall employee experience
This one might seem obvious but is essential to note. DEX impacts the employee experience. Employees with easy access to internal information can communicate with their peers and have the appropriate tools and technologies to conduct their work. This means they are more satisfied in their role and more engaged in the organisation.
To boost productivity
Imagine not being able to complete a task because you cannot access resources on an internal company platform. It generates a lot of frustration and wastes valuable time. By having an effective DEX, you optimise your employees’ time and ensure they focus on tasks that add value. As such, DEX has a direct impact on the productivity of your business. Make sure you invest in the right technology, streamline your processes and create smooth digital paths for your employees. Doing so will free-up IT, human resources and any supporting function time.
To improve customer’s satisfaction
Having happy employees often translates into having happy customers. The atmosphere that predominates in the organisation affects its external relationships either consciously or subconsciously. As such, if you have happy employees, fulfilled within their roles and supported well by the systems and technologies that surround them, it is likely that their satisfaction will be transferred to your customers. Employees who are given the means to succeed feel empowered. They are likely to be more engaged in their roles and to fulfil their duties with pride.
Six steps to creating a best-in-class digital employee experience strategy
As we have seen, digital employee experience incorporates many components. As such, one may wonder where to start when building a DEX. This section is a step-by-step guide to creating a best-in-class digital employee experience strategy.
Step 1: Define the objectives of the DEX strategy
As with any strategy, it is essential to have a vision. The team in charge of developing the DEX strategy should brainstorm its overall objectives and how they correlate with the company’s values.
Step 2: Assign a DEX team
By assigning a team to the DEX strategy you ensure accountability and ownership of the project. There should be a project lead, key stakeholders and contributors as well. Make sure this team is cross-functional. Doing so ensures that all departments are represented and that their needs will be met.
Step 3: Take a cyclic approach to DEX
Adopting a cyclic or phased approach to the DEX helps to avoid paralysis by analysis. There are many components to consider, and wishing to change them all at once might not always be possible. Set yourself some priorities, identify what is most important for employees and areas that will need more change than others. Throughout this process, watch out for silos between your different departments.
Step 4: Create personas for different types of employees
The use of behavioural science has increased within organisations. Having visibility on the personas of your employees will help you identify and categorise behaviours. As such, it will form the framework of the digital solutions needed to smoothen your digital employee experience. For example, you may have personas of employees that are remote, yet respond better to synchronous communication. Your personas will form the architecture of your digital employee experience. It addresses the project from the needs of the audience rather than the outcome.
Step 5: Ensure you put people first
Throughout the project, ensure that you stay focused on the desired outcome, which is streamlining processes for your employees. Keep that focus on people at all times. In such projects, it is easy to drift away from the objective.
Step 6: Source a unique solution end to end
A unique, simple and streamlined solution end to end should be preferred. The optimum solution should form an optimal digital employee experience and cover all aspects of the cycle. If this is not the case, it is likely that the solution will be burdensome to manage, and that there will be a disconnect between some tools. The results will complicate the experience for the employees, thus defeating the purpose.
When it comes to digital employee experience, there isn’t a one-size-fits-all solution. As such, business should aim at designing a solution that is streamlined and simple. Of course, the solution needs to be reviewed on a regular basis. Assess it and collect employees’ feedback to ensure they remain the focus of your ongoing developments. Use digitalisation to make it easier for your staff to do their job.
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