This document discusses improving the usability of HR and employee self-service systems. It describes NorthgateArinso's euHReka solution, which provides an intuitive user interface for interacting with SAP HCM. EuHReka combines HR processes, service center management, and document management. The benefits of self-service implementations include increased HR effectiveness, faster transactions, improved data quality, lower costs, and increased productivity. Successful self-service requires intuitive interfaces, flexible processes, centralized business logic and data, and future-proof technology. The document provides examples of how euHReka can improve the user experience for various HR functions like organizational management, forms, time tracking, and more.

1. A Guide to Improving the Usability of
HR and Employee Self-Service
Tonke Hulshuizen & Inna Wahlberg
VNSG Focusgroep Personeel 31 mei 2011

2. NorthgateArinso, bij ons draait alles om HR
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3. NorthgateArinso
• Organisatie
– 8000 medewerkers in 30+ landen
– 3000 SAP HCM consultants wereldwijd
– 400 medewerkers in Nederland
– 150 SAP HCM consultants in Nederland
• Track record SAP HCM implementaties
– Sterke focus op SAP HCM (sinds 1994)
– 1000 SAP HCM implementaties over
68 landen projecten
– SAP HCM als fundament voor euHReka
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4. euHReka, 5 key functionality areas
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5. euHReka Workspace
Intuitive Web 2.0 user experience
euHReka Workspace (EWS) For employees, managers, and HR staff
Interact with preconfigured HR system
euHReka SCM euHReka ECM
Service Center Management Embedding Document &
tool supporting case Knowledge Management
management via phone, contextual navigation
email, kiosk
Accessible via a single Web2.0 interface (euHReka Workspace),
euHReka combines the management of HR processes (SAP HCM)
with service center (euHReka SCM), knowledge and document
management (euHReka ECM).
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6. 100% self service adoption
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7. 100% self service adoption?
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8. SAP HCM Roadmap
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9. Self-Service Benefits
Self-service implementations change the service delivery
model by reducing transactional complexity and improve
five variables that affect employee and organizational
value:
1. HR effectiveness & availability
2. Faster transactions
3. Data quality & accuracy
4. Cost
5. HR productivity
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10. Benefit #1: Increased HR effectiveness
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11. Benefits #2 through #4
• Benefit #2: Faster transactions
- dramatic reduction of transaction time
- applicable to managers, employees and HR
- instant transaction processing and confirmation
• Benefit #3: Higher data accuracy & quality
- eliminate need for data reentry by HR or HR service center
- employees have higher sensitivity to mistakes (DOB, spelling, etc.)
– Benefit #4: High ROI for common transactions
- cross-industry average for high volume offline HR transaction: 12
EUR
- average cost reduction of 50% thanks to self service
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12. Benefit #5: Increased productivity
- Instant transaction processing
- Instant confirmation & feedback
- Decentralized data input
- ‘Always on’: available at all times
- ‘Everywhere’: homeworkers, remote offices, travel
constraints
- Streamlined employee onboarding
What if you could achieve a 2% productivity gain?
Assume an organization of 1,000 employees with an average employee cost of
$40,000/year. Annual labor cost = 40 million dollars.
2% increase in productivity means an effective return of ~0,8 MEUR/year.
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13. Understanding HR transactions
• 3 key areas of HR transactions
Policies & forms Simple high-volume Complex transactions
transactions
- HR Policy documents - Complex transactions
- Employee handbooks - end-to-end online that require
- Standard HR transactions collaboration
procedures - Immediate feedback - Multiple roles :
- Links to forms (no approval) transactions originate
- HR checklists - Basic information: with employees or
- Q&A documents remuneration managers, reviewed
statements for by HR, and can
employees, ultimately be
compensation and processed by an
organizational data for administrator or
managers, and reports service center.
for HR - Examples include
promotions, transfers,
salary changes, and
terminations.
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14. 66% of WFA tasks can be automated
Transactions (%)
No e-HR With e-HR
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15. 4 Key elements of successful Self Service
1. Solution intuitiveness and ergonomic user interfaces
2. Flexible and adaptable process engine
– Flexible to reflect your current process (including
different populations)
– Adaptable (e.g. process change)
3. One single place for business logic and data
– Lower TCO
– Cross-process integration
4. Future proof technology
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16. User experience
• Google- -style user interface
alternative for SAP ERP HCM
• 100% browser-based
• User interaction researched by
academics
• Scalable and fast response time
(AJAX)
• Fewer clicks with role and context
based navigation
• Integration with service center
technology and knowledge
management
• Multi-country and multi-lingual
• Preconfigured processes and
workflows
• Powered by SAP ERP HCM
• Deployed OnPremise or OnDemand
Copyright NorthgateArinso. All rights reserved.

17. Simple Navigation Personal Employee
documents retrieved
from DM
Sends
mail to
HRW /
creates
Ticket
Contextual
Navigation Contextual
& Help
Selection retrieved
within from KM
euHReka
workspace
Contextual
Info
retrieved
from KM
WEB
Contextual
User
Actions
Interface
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18. Reskinning Charting
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19. Reskinning Organizational Management
org unit
job
cost center
manager
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20. Reskinning Appraisals
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21. Reskinning Job profile matchup
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22. Reskinning Forms
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23. Reskinning Time
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24. Reskinning Compensation
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25. Reskinning Learning administration
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26. Reskinning Document management
Fully Web Based
Available for all users
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27. Reskinning Document scanning
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28. 10 Best Practices for Self Service
1. Develop a Self Service strategy, set objectives and get
senior management support
2. Ensure optimal collaboration and accountability from
HR and IT
3. Align expectations using mock-ups before starting
development
4. Select an experienced service provider
5. Start with quick wins and high-frequent processes
6. Spend lots of time on internal communication
7. Make your go-live a splash
8. Anticipate to rapid enhancements following go-live
9. Measure impact against objectives and business case
10. Aim for 100% self service adoption
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29. Customers who choose euHReka Workspace
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30. http://www.twitter.com/NGA_NL http://www.youtube.com/user/NorthgateArinso
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