As we found in our previous articles in this series of blogs about the employee experience, creating a positive employee experience is vital for companies who wish to attract and retain the best personnel. And designing that experience should be approached with a methodical, results-based process that looks at the experience holistically.
We have looked at the factors that have the greatest impact on employee experience and how using the service design process is key to uncovering opportunities. It quickly becomes clear that while customer experience may seem to be entirely separate from the employee experience, it is in fact closely linked.
The customer experience and the employee experience are linked
The employee experience needs to be aligned to a company’s values and purpose for that to reflect in the way they behave. As we have discussed, the impact of COVID-19 has led to employees reassessing their wants and needs and making changes in their lives. The best personnel will be looking for the employee experience that most closely suits their own values and needs, and this will reflect in their engagement and productivity at work.
When embarking on a service design project for the employee experience there are three steps an organisation should take for the greatest chance of success:
Step 1 – Ensure you have a clearly defined vision and purpose
Step 2 – Ensure you have the right input
Step 3 – Ensure alignment on the desired outcome
If you think your company could benefit from the service design process to align your employee experience to your vision and customer experience, please get in touch. If you have any questions or would like any further information about how service design works, or how it can be used for your customers or employees, we would love to hear from you.
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