Performance Matters - Digital Experiences - 9

about the author
For example, a universal element of an optimal DEX is good usability-
which refers to the quality of the employee's experience when interacting
with the digital tools used in performing their job (e.g., software, websites,
applications). Good usability reflects a combination of characteristics:
■ Ease of use
■ Ease of navigation
■ Ease of learning new information and/or new tasks
■ Efficiency of task accomplishment
■ Minimization of errors
■ Quick recovery from errors
■ High employee satisfaction
In other words, " good usability " can be operationalized as employees who
like engaging with the digital tool and find it pleasant (not frustrating) to
use. Tying this aspect of DEX to business objectives: If one of your key
business objectives is retention, focus on identifying and mitigating friction
points that employees are experiencing with digital tools they use on a
regular basis, so that their overall experience is improved.
A great DEX includes experiences in which digital tools work easier and
simpler for people as well as more efficiently and productively. Human
factors research tells us that the configurability, customizability, and
transparency of digital tools contributes to an improved digital experience.
This could show up as experiences in which digital " noise " is minimized for
employees-reducing interruption and distraction and thereby improving
productivity and satisfaction.
We can also define a great DEX as the extent to which technology is
integrated with employees' workflow. One example from healthcare: If a
clinical decision support tool is well designed and integrated into a
physician's natural workflow, they feel that the tool supports and
facilitates-rather than takes away from or impedes-patient care. If the
digital tool is well integrated with a customer service representative's
workflow, they won't have to click on multiple disparate screens to find the
information they need to respond to a customer's question or concern; they
will have the right information when they need it and in the right format so
they can help the customer.
The specific characteristics of your organization's
optimal DEX will vary based on the employees and the
nature of their work. An optimal DEX for an airline pilot
is quite different than one for a sales representative or
for an auto parts manufacturer, even if the underlying
principles are consistent. As you define the DEX, also
define the functionality and use cases for employees in
different roles to use technology for their work-
including how they need to use it for communication, the
type of information they need from the technology, when
they need it, how they need it displayed, and whether
and how they need to edit the information.
CONTINUED on next page
Anna Grome is an Organizational Psychologist
and Principal at TiER1. Anna excels at helping
organizations solve tough problems related to
work performance. She's partnered with public
and private sector organizations to consult,
design, and build customized solutions that
optimize organizational performance, including
change management strategies, training,
performance support, competency modeling,
and improved interfaces, workspaces, and
work processes.
PERFORMANCE MATTERS / PG 9
https://tier1performance.com/author/a-grome/
Performance Matters - Digital Experiences

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