Performance Matters - Digital Experiences - 7

PERFORMANCE MATTERS / PG 7
3. Put people at the heart of the system design
4. Design for the moments that matter
Organizations are becoming more fluid thanks to hybrid work, talent mobility,
dynamic teaming, and faster iteration. Yet to support this fluidity, their
ecosystems are becoming more complex with multiple channels, intelligent
platforms, and automated processes.
Too often, the systems provided to users have been driven by the needs of
implementation and support teams; these needs might include technical
requirements, integration timelines, licensing cost optimization, ease of
administration, data security, and compliance reporting. While these are all
critical to the success of enterprise platforms, to truly get value from these
systems we must start with the goals, needs, and pain points of users.
Creating a digital ecosystem that is centered on human performance, not
implementation requirements, often includes:
* User guidance through new concepts and experiences
* Just-in-time support tools with multiple points of access
* Connection to peers and mentors
* Challenges to increase confidence in new skills
* Engagement to the work and organization
* Seamless integration between tools and processes
User experience (UX) design provides mindsets and tools for
ensuring people get the most out of technology with the least amount
of confusion, friction, or waste. UX design should look at any individual
digital interaction within the broader context-optimizing for the
whole, not the parts. Just as importantly, prototype and
test solutions with users to make sure they're truly
solving problems.
EX (which includes DEX) is the collection of day-to-day interactions that
employees have with their leaders, managers, each other, and any aspect
of the organization (tech, tools, environment). Make-or-break interactions
can be defined as moments that matter.
Healthy, high-performing organizations intentionally design these critical
moments to be positive, secure, and trust filled. Then they enable leaders,
managers, and employees to deliver these moments to each other. This
results in employees who are engaged and thriving, able to give their best
effort to work, and committed to leaning in and growing.
Intentionally designing moments that matter can ultimately impact
stakeholder value; the organization's potential to grow and scale; brand
equity; employer reputation; talent level, diversity, and loyalty; innovation
and progress; and norms and ways of working.
In short: When organizations design the DEX to support people in the
moments that matter, they will be able to drive desired results like
never before.
So, who owns the digital
employee experience?
We all are called to support the DEX, even if our functional goals or
objectives may differ, because we all share the same end goal: building
and maintaining a healthy, high-performing organization.
This requires alignment across multiple functions and leaders that's built
on a shared vision of the DEX and a commitment to sustaining efforts
such as listening, strategic planning, iterative design and development,
and measuring to align. Yet when HR, IT, and the business can together
leverage the digital ecosystem in which people learn, communicate, and
do their jobs, it enables the use of technology to deliver experiences,
change mindsets, impact behaviors, and drive results.
Performance Matters - Digital Experiences

Table of Contents for the Digital Edition of Performance Matters - Digital Experiences
