In our previous blogs we looked at how and why the employee experience has become so relevant to a company’s productivity, profitability, and brand identity and reputation, as well as the factors that have the greatest impact on it.
The service design process helps companies to work out where issues might arise in the employee experience and gives them the tools to address any difficulties or imbalances. In the experience economy, employee experience will make all the difference to a company’s success.
In this blog we will be looking at the areas where the service design process can help organisations design a holistic experience for employees. This allows all the important elements of the employee experience to be tailored to both the employees’ needs, and the company’s business goals.
How does service design help with the employee experience?
Employees are the human side of a business, so it makes sense that a human-centred approach would pay dividends. The service design process can help optimise employee productivity and company technology. It helps create a sense of trust and transparency within an organisation, which also impacts mental health. Good working practices and the right technology can also positively affect employee physical health.
By tailoring processes, training, and working conditions to suit employees within the remits of the business, a company will attract and retain motivated and well-trained personnel who should have lower levels of work-related stress and physical problems.
Employees represent an organisation to the outside world, so it is vital to have competent staff who are confident in their ability to perform their jobs well with the full support of their employer. Engaged, contented staff is a fundamental ingredient in creating a great customer experience.
As the McKinsey article Shaping the ‘new possible’ through employee experience says: “companies that create tailored, authentic experiences strengthen employee purpose, ignite energy, and elevate organisation-wide performance”.
Getting ahead in the experience economy
Organisations who identify the factors which have the greatest impact on employee experience, have the key to creating not just a world class employee experience, but also a world class customer experience, and that is how to get ahead in today’s experience economy.
What would be possible in your business if you could purposefully design an employee experience that enabled you to truly differentiate from your competition?
Designing the employee experience using service design can help;
As long as a company is clear in their values and business goals, the employee experience can be designed to reflect them. In our next blog we will be looking at how to align customer and employee experiences.
If you think your company could benefit from the service design process to improve your employee experience and get ahead of the competition, 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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