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First Principles - Using Design Thinking to Transform People Strategies

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A story on how design influences how you can build the HR organization your business needs.

Published in: Recruiting & HR
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First Principles - Using Design Thinking to Transform People Strategies

  1. 1. © 2018 Auction.com, LLC. Confidential & Proprietary 1 FIRST PRINCIPLESUSING DESIGN THINKING TO TRANSFORM PEOPLE STRATEGIES PRESENTED TO SILICON VALLEY HR NETWORK by AJ Thomas
  2. 2. © 2018 Auction.com, LLC. Confidential & Proprietary 2 AJ THOMAS Vice President, People & Culture AUCTION.COM Twitter: @itsAJThomas
  3. 3. © 2018 Auction.com, LLC. Confidential & Proprietary 3 GREAT TEAMS ARE BUILT ON THE FOUNDATION OF A CLEAR MISSION AND VISION.
  4. 4. Auction.com, LLC. Confidential & Proprietary 4 RELATIONSHIPS To make progress on this, it takes an inspiring vision.
  5. 5. Auction.com, LLC. Confidential & Proprietary 5 RESULTS To make progress on this, it takes a compelling mission.
  6. 6. Auction.com, LLC. Confidential & Proprietary 6 To make progress on both – it takes the intersection of both form and function. HIGH PERFORMANCE+ = High Performance lives at the intersection of Relationships and Results.
  7. 7. © 2018 Auction.com, LLC. Confidential & Proprietary 7 THE FUNDAMENTAL QUESTION What kind of HR organization does your business need?
  8. 8. © 2018 Auction.com, LLC. Confidential & Proprietary 8 What Kind of HR Organization Does Our Business Need? ORGANIZATIONALVALUEADD HIGH IMPACT MEDIUM IMPACT BASELINE TRANSFORMATIONAL DIFFERENTIATED FOUNDATIONAL Progressive, world-class HR teams. Forward thinking in investments for people. Typically plans people strategy 18-24 months in advance. Future-proof infrastructure that typically runs in parallel with strategic business objectives. + below Best-in-class HR teams. Steady operational infrastructure. Moderate thinking in investments for people. Typically plans people strategy 9-12 months in advance. Current State infrastructure that runs in parallel to tactical business objectives. + below Process and transaction driven (reactive) HR teams. Volatile infrastructure with a major focus on tactical execution and minimal strategic focus on people investments. Business Strategy Change and Organizational Design, High Potential Talent Development HR Program Policies, Performance Management, HR Products, and People Analytics HR Business Partnership, Risk Mitigation, Talent Growth & Development and People Enablement Legal & Compliance Policies, HR Process Design and Administrative Services, Pay, Benefits, Talent Acquisition, Job Training
  9. 9. Auction.com, LLC. Confidential & Proprietary 9 DEFINE THE EXPERIENCE Design your optimal outcome through a journey map.
  10. 10. © 2018 Auction.com, LLC. Confidential & Proprietary 10 NEEDS& EXPECTATIONS PHASE 1 (Describe in customers’ language) PHASE 2 PHASE 3 PHASE 4 • Customer needs • Customer expectations • Customer needs • Customer expectations • Customer needs • Customer expectations • Customer needs • Customer expectations VOICEOF CUSTOMER • “Customer quotes” • C-SAT, NPS • Social Media Sentiment • Metrics / KPIs • “Customer quotes” • C-SAT, NPS • Social Media Sentiment • Metrics / KPIs • “Customer quotes” • C-SAT, NPS • Social Media Sentiment • Metrics / KPIs • “Customer quotes” • C-SAT, NPS • Social Media Sentiment • Metrics / KPIs PERSONA NAME Short description of this persona Descriptive text that explains a little bit about who the persona is. This will provide background context for the information below and help your audience develop empathy for the persona. Step title Step description, which can be a bit longer. What is happening at this point in the journey? Be sure to use customers’ language. Step title Importance to Customer Step title Typical Journey Alternate Journey If desired, use callouts to connect text boxes to dots ATTRIBUTE #1Low High ATTRIBUTE #2Rarely Always ATTRIBUTE #3None All If desired, use callouts to connect text boxes to dots If desired, use callouts to connect text boxes to dots “A quote for persona that demonstrates emotion and/or job to be done. Make sure it sounds like something a real customer would actually say.”
  11. 11. © 2018 Auction.com, LLC. Confidential & Proprietary 11 MODIFIERS Scalability Y/N Build core delivery operations; be ready for what’s next Team onboarding/off-boarding Define processes and training Rotation & Stretch Assignments Deep knowledge and skills where complexity and risk are significant Budget Flexibility Y/N Continuously balance % of FTE:RPO assets able to meet both planned and unplanned business needs Define processes and training Accelerate capability and ability to flex to business needs. Decrease time to productivity and time to effective transition KEY CRITERIA Customer Focused Y/N Strategic Alignment (strategic drivers) Primary: Accounts (Operations, Technology, Client Management, Marketing, G&A) Secondary: Functions/Specialties Designed around Impact and Experiences Y/N 1. HR Centers of Expertise Talent Acquisition, HR Systems and Policies, Total Rewards, Talent Engagement, Enablement and Development 2. HR Technologies, Process & Experience 3. Products LOOK AND LISTEN FOR KEY PERSONAS Design for the optimal experience by persona
  12. 12. © 2018 Auction.com, LLC. Confidential & Proprietary 12 Lean and Agile Team Design HR Agile Pod Auction Support, Operations People ProductsHR Agile Pod Technology People & Business Enablement Grow & Develop Org Effectiveness Workforce Analytics & People Product Metrics, Internal Comms, Employee Engagement Total Rewards Mgr./Ee Training Career Growth & Dev Perf. Mgmt. Grow & Develop HRIS TA Ops and Programs Products & EnablementCustomer Engagement Assess & Hire Empl. Support Assess & Hire Empl. Support HR Agile Pod Sales, Marketing, G&A Grow & Develop Assess & Hire Empl. Support PRODUCTIZE & DELIVER TEST & REFINE People & Culture: HR Strategy and Executive Business Partnership CORE PRODUCTSPRODUCT IMPLEMENTATION & DELIVERY
  13. 13. Auction.com, LLC. Confidential & Proprietary 13 UNDERSTAND & SYNTHESIZE Unlock the power of going back to “first principles” and anchor on a problem statement
  14. 14. © 2018 Auction.com, LLC. Confidential & Proprietary 14 ENGAGE DEVELOP RETAIN TRANSITION ATTRACT Campaigns and Hiring Events Quarterly Pulse Survey Manager Development & Training High Potential & Rewards Recognition Programs Alumni Transition and Reduction in Force GENERATE, THEME & PRIORITIZE IDEAS Keep your experience and key personas in mind as you continue to design. PEOPLE, PROCESS, SYSTEMS Create products your people love
  15. 15. Auction.com, LLC. Confidential & Proprietary 15 A Point Of view (POV) is a meaningful and actionable problem statement, which will allow you to ideate in a goal-oriented manner. 1. Capture the design vision by defining the RIGHT challenge to address in the ideation sessions. A POV involves reframing a design challenge into an actionable problem statement. 2. Articulate a POV by combining your knowledge about the user you are designing for, his or her needs and the insights which you’ve come to know in your research or Empathize mode. 3. Create an actionable problem statement that will drive the rest of your design work. You articulate a POV by combining these three elements – user, need, and insight. You can articulate your POV by inserting your information about your user, the needs and your insights in the following sentence: FORMULA [User . . . (Managers)] needs [need . . . (better interviewing frameworks)] because [insight. . . (it up levels the entire recruiting experience for interviewers and candidates)]
  16. 16. Auction.com, LLC. Confidential & Proprietary 16 LET’S PRACTICE Let’s identify an audience Let’s talk about a pain point Let’s come up with a possible way forward Let’s define desired state Let’s pose it in a question: “How might we” USER NEED INSIGHT PROBLEM STATEMENT
  17. 17. © 2018 Auction.com, LLC. Confidential & Proprietary 17 LET’S PRACTICE Take 5 Minutes to “Brain Write” Take 5 Minutes to “Theme” Take 5 Minutes to “Share Ideas”
  18. 18. © 2018 Auction.com, LLC. Confidential & Proprietary 18 BUILD RELATIONSHIPS GROW TALENT KEEP THEM INSPIRED GET READY FOR NEXT SEASON GET GREAT TALENT Open University People Insights Rockstar Leadership GameChanger Talent Connect Network PEOPLE, PROCESS, SYSTEMS Create products your people love PROTOTYPE, FAIL, ITERATE Transforming ”projects” to true ”products”
  19. 19. © 2018 Auction.com, LLC. Confidential & Proprietary 19 COLLECT DATA, TEST & REFINE Unlock the power of going back to “first principles” and anchor on design
  20. 20. Auction.com, LLC. Confidential & Proprietary 20 MEASURE WHAT MATTERS
  21. 21. © 2018 Auction.com, LLC. Confidential & Proprietary 21 TELL THE STORY Let’s Do A Quick Exercise
  22. 22. Auction.com, LLC. Confidential & Proprietary 22 The purpose of the organizational health index comes down to one question. Do we have the right talent in place to build a strong organization and culture that can achieve our goals? revenue, EBITDA, sales rate, market share++ employee lifecycle (people, process, systems) why should we care about measuring organizational health? Measures key performance indicators tied to specific employee lifecycle phases Built on specific weighted components that make up an overall target score Components are modular to flex to environmental factors and strategic direction Will drive 10% of overall incentive target and weighting can be customized by factor Provides concrete metrics around people, process, and systems that result in yielding higher performance and engagement ATTRACT & HIRE | ENGAGE | GROW & RETAIN | TRANSITION ORGANIZATIONAL HEALTH INDEX PRIORITIZE, ROADMAP & EXECUTE Establish key metrics that move the needle.
  23. 23. © 2018 Auction.com, LLC. Confidential & Proprietary 23 2019 Gameplan Core Foundations Organizational Health Index 30-Mar NK High L People Operational Raodmap Core Foundations TA/Hiring Process 30-Jul AF High M People Operational Raodmap Core Foundations Offboarding (exit logistics/survey) 30-Apr RC High S People Operational Raodmap Core Foundations Leave of Abasence Program/Policy TBD High S People Operational Raodmap Core Foundations HR Policies and Procedures 31-Dec AP Med L People Operational Raodmap Core Foundations Benefits Review and Stabilization (2019) 15-May AP Med L People Operational Raodmap Core Foundations Benefits for 2020 1-Sep AP High L People Operational Raodmap Core Foundations Open Enrollment (Q4) 31-Dec AP High L People Operational Raodmap Core Foundations Organized Operational Mechanisms (documentation) 30-Jul AP Med L People Operational Raodmap Core Foundations Pulse Survey 30-May NK Med L People Operational Raodmap Core Foundations YiR / Bonus Process Salary Planning (DayForce Dependent / H2) AP Med L People Operational Raodmap Core Foundations Employee Referrals 30-Jul AF Low M People Operational Raodmap Core Foundations Onboarding 15-Mar AF Low S People Operational Raodmap Core Foundations New HR Intranet (ON HOLD) NK High L 2019 Gameplan Roadmap Core Foundations Transition (Front End & Backend) 15-Apr RC/AF High L 2019 Gameplan Roadmap Core Foundations Transition (Templates, Severance, etc) 30-May AP High L People Operational Raodmap Performance & Talent Talent Review/Assessment RC Med S 2019 Gameplan Roadmap Org. Change Management Regional Structure Initiative 15-May AF Med M 2019 Gameplan Roadmap Performance & Talent Optimize Recruitment 1-Apr AF Med M 2019 Gameplan Roadmap Performance & Talent Bidder Services FTE Initiative 29-Jun AF Med L 2019 Gameplan Roadmap Performance & Talent Open University 14-Mar TG Med S 2019 Gameplan Roadmap Core Foundations AST Incentive Structure 1-Apr AP High M 2019 Gameplan Roadmap Performance & Talent AST Education and Development Program 1-Apr AP High L 2019 Gameplan Roadmap Core Foundations FTE Incentive 1-Apr AP High M 2019 Gameplan Roadmap Performance & Talent AST 30-60-90 Day On-Boarding, Training, Assessment 30-Jun TG Low S 2019 Gameplan Roadmap Performance & Talent FTE 30-60-90 Day Promotional Growth and Development 31-May AF Med M Owner Priority Effort Ownership Matrix August Sept Project /ConceptsOverall Category HR Roadmap Category 2019 July Oct Nov DecFeb March April May June COLLECT HEARTBEATS
  24. 24. © 2018 Auction.com, LLC. Confidential & Proprietary 24 FOCUS ON FIRST PRINCIPLES Define the experience Look & Listen for key personas Understand and Synthesize Generate and Prioritize Ideas Prototype, fail, iterate Prioritize, roadmap and execute Collect Data, Test & Refine
  25. 25. © 2018 Auction.com, LLC. Confidential & Proprietary 25 To make progress on both – it takes the intersection of both form and function. HIGH PERFORMANCE+ = High Performance lives at the intersection of Relationships and Results.

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