Powerful new functionality is being delivered to staff, but this increases complexity by default. What we need to focus on is providing simplicity in the digital workplace and the broader digital employee experience. Presentation by James Robertson at Digital Workplace Conference in Auckland, May 2018.
Hi, I’m James
I’m the founder of Step Two
(www.steptwo.com.au), a consulting
ﬁrm headquartered in Australia.
We’re one of the world’s intranet and
digital workplace experts (we don’t
sell or build solutions), and we’ve
worked with ﬁrms around the globe.
I’ve been in this space for 20 years.
A digital workplace consists of the
set of tools, platforms and
environments for work.
A great digital workplace consists
of a holistic set of tools, platforms
and environments for work,
delivered in a coherent, usable
and productive way.
Digital employee experience (#DEX)
is the sum total of the digital
interactions between a staff
member and their organisation.
• Focus groups
• Requirements gathering
RETRO TECHNIQUES MODERN TECHNIQUES
• one-on-one staff interviews
• workplace observation
• contextual inquiry
• stakeholder discussions
At a glance
Years at Mayo Clinic 7 Patient facing 0%
Years in current role 5
Hard to keep up
Amanda works in a laboratory and uses specialized instruments
to test specimens from patients. Each week, Amanda is assigned
to one of 10 stations set up to run a specific test. She runs the
tests for her assigned work area and puts the results into a
reporting system (Soft/Lab3). Some of the tests Amanda might
run include analyzing red and white blood counts or testing for
specific enzymes. The specimens she analyzes come from both
Mayo Clinic patients as well as non-Mayo patients via Mayo
Amanda is also responsible for the calibration, preventative
maintenance and troubleshooting of the complex instruments she
uses, and she will occasionally perform blood draws on patients.
Although Amanda's job is repetitive, she is motivated because
she understands that the test results will impact decisions
regarding patient care.
Amanda also helps with quality control in her lab, troubleshoots
instruments she is most familiar with and orders supplies. She
occasionally trains new employees and is involved with
department projects, such as helping implement a new lab
system or validating new tubes.
Amanda's main goals
Views this job as a stepping stone
Wants to continue to grow educationally and professionally
"I provide the test results
that drive the diagnoses."
Typical job titles
Em ployee Personas
Amanda - Lab technician
Mayo Clinic Employee Personas - CONFIDENTIAL