How to deliver simplicity in the
digital workplace
James Robertson, Step Two (@james_steptwo)

Organisations are undergoing
a digital transformation

We’re now able to deliver
great enterprise functionality

But staff are still unhappy
with what they’ve got

We have to do
more than this…

www.steptwo.com.au
CreatedbyOnPointSolutions:
www.onpointsolutions.com.au

www.steptwo.com.au
periodictableofoffice365.azureedge.net

The answer is
simplicity

www.steptwo.com.au
Hi, I’m James
Robertson!
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.

www.steptwo.com.au/store

12 years of Awards
119 WINNERS

WINNERS ACROSS 16 COUNTRIES

Global recognition that teams deserve…
www.steptwo.com.au/iia

Open for entries now! Closes May 25
www.steptwo.com.au/iia/enter

Simplicity
we all know what
this is, right?

Not simple

Not simple

Not simple?

Simple ?

Simple ?

Simplicity
so, you know it
when you see it?

Simplicity
let’s dig into this a bit more

Simplicity
of _____________

A digital workplace consists of the
set of tools, platforms and
environments for work.
@james_steptwo #dwcnz

A great digital workplace consists
of a holistic set of tools, platforms
and environments for work,
delivered in a coherent, usable
and productive way.
@james_steptwo #dwcnz

Digital employee experience (#DEX)
is the sum total of the digital
interactions between a staff
member and their organisation.
@james_steptwo #dwcnz
www.steptwo.com.au/papers/what-is-digital-employee-experience

How does #DEX help
deliver simplicity?

So, let’s return to the
idea of simplicity

Simplicity =
usability
productivity
clarity
flexibility
autonomy
@james_steptwo #dwcnz

So how do we create
simplicity in practice?

1: Deeply understand
workforce needs

• one-on-one staff interviews
• workplace observation
• contextual inquiry
• stakeholder discussions
• (surveys)
• (focus groups)
www.steptwo.com.au/papers/kmc_needsanalysis
Modern field research techniques

• Surveys
• Focus groups
• Requirements gathering
Research techniques
www.steptwo.com.au/papers/kmc_needsanalysis
RETRO TECHNIQUES MODERN TECHNIQUES
• one-on-one staff interviews
• workplace observation
• contextual inquiry
• stakeholder discussions

MayoClinic
At a glance
Age
33 Gender
Female
Years at Mayo Clinic 7 Patient facing 0%
Years in current role 5
Hard to keep up
with information
Moderately
Interest in
institutional
information
Medium
Job overview
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
Medical Laboratories.
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.
Additional duties
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
Lab technician
Lab technologist
Em ployee Personas
Amanda - Lab technician
Mayo Clinic Employee Personas - CONFIDENTIAL

2: Ensure usability
and findability

MacquarieGroup

Cardsorting

Treetesting

Treejack

Treejack

Philips

Philips

Philips

Philips

Usabilitytesting
At this point,
I’d just ring
someone!

3: Deliver productivity
benefits

PrestigeFinancial

PrestigeFinancial

PrestigeFinancial

PrestigeFinancial

AnthonyVeder

4: Understand
scenarios of use

CreatedbyRichardHarbridge:
www.slideshare.net/rharbridge

ANZ

5: Target ‘moments that
matter’

NNEPharmaplan

NNEPharmaplan

NNEPharmaplan

NNEPharmaplan

Telstra
www.steptwo.com.au/products/telstra

COWI

COWI

COWI

6: Deliver an ‘enterprise
front door’

Swisscom

Swisscom
www.steptwo.com.au/products/swisscom

Swisscom

7: Paint a compelling
picture of the future

“Sarah’s first day at work”
A story about the future of
intranets (in 2015)
MARCH
2010

www.steptwo.com.au/products/week-digital-workplace

www.steptwo.com.au/products/week-digital-workplace

www.steptwo.com.au/products/week-digital-workplace

8: Get moving!

Projects
Strategy
Vision
6 months 12 months 18 months
www.steptwo.com.au/papers/plan-path-using-digital-workplace-radar

Swisscom
www.steptwo.com.au/products/swisscom

9: Take every (small) opportunity
to create simplicity

Simplicity =
usability
productivity
clarity
flexibility
autonomy
@james_steptwo #dwcnz

Open for entries now! Closes May 25
www.steptwo.com.au/iia/enter

Real change is happening in
your digital workplace

Dream big, but
deliver often!

Thank you!
James Robertson, Step Two
www.steptwo.com.au
jamesr@steptwo.com.au
Twitter: @james_steptwo