The document discusses the challenges and realities of the modern digital workplace, highlighting issues such as distraction, inefficiency, and fragmented experiences faced by employees. It emphasizes the need for organizations to prioritize user experience and adapt their work processes to better support employee productivity and satisfaction. The use of technology and proactive strategies are recommended to improve the overall digital employee experience and achieve better business outcomes.

1. Benchmarking
the Digital Workplace
Oscar Berg, Unicorn Titans
Tim Flower, Nethink
CMSWire Webinar, December 12 2018

2. Oscar Berg

3. Tim Flower
North America Director
Business Transformation

4. Outside work we’ve got superpowers

5. For many of us, work is stuck in 1995

6. OUT OF FLOW ZONE
A typical day at work could look like this
8 a.m | 9 a.m. | 10 a.m | 11 a.m. | 12 p.m | 1 p.m | 2 p.m | 3 p.m | 4 p.m | 5 p.m | 6 p.m
Chat off
FLOW
ZONE
Resources available - no
distractions
Lunch
Email no-go
zone
Finish
meeting
Meeting
preparation
Email break Head home

7. OUT OF FLOW ZONE
Yet, today’s workplace looks like this
8 a.m | 9 a.m. | 10 a.m | 11 a.m. | 12 p.m | 1 p.m | 2 p.m | 3 p.m | 4 p.m | 5 p.m | 6 p.m
Chat on
Receive
urgent chat
Finish chat
VPN crashes
IM
Headphones
on
Lunch
Team meeting
Policy prevents
file attachment
Found
workaround
Client meeting
Check email
Turn off
email
Head home
Server error
Server working
FLOW
ZONE
Can’t find
information
Found
information

8. would rather clean the toilet
than clean their e-mail inbox

9. Complicated
Unstable
Fragmented Inflexible
Inconsistent Bad usability
10
TONS
Reality check of our digital employee experience

10. How could this happen?
(and continues to happen)

11. 1
2
3
Save
money
Shorten
lead times
Improve
quality
Improve the
employee
experience...not!
We have had other priorities

12. Management
Business
units
IT
Customer
service
Finance
HR
No-one sees the big picture

13. The iceberg of ignorance
4%
9%
74%
100%
Problems known to executives
Problems known to team managers
Problems known to team leaders
Problems known to staff

15. ”If you can’t
measure it, you
can’t improve it.”
Peter F Drucker

16. ”You have to start with the customer experience
and work backwards to the technology”
Steve Jobs, 1997
1997 2005
UserTechnology

17. Workplace
Experience
Score
Device
Score
Web
Browsing
Score
Business
Apps
Score
Productivity &
Collaboration
Score
Security
Score
Workplace
Promoter
Score
Hard metric
User sentiment
Workplace Experience Score

18. Compare your score across customers and industries

19. Quality: Shift-left incident management
& improve satisfaction
0 Min
L-2 Proactive Support
>1 Min
L-1 Self Healing
>6 Min
L-0 Self Help
>10/30 Min
L1 Support
>2 Hrs
L2 Support
1+ Day
L3 Support
Reduce time
to resolution
Automate
remediation
Become
proactive
INCIDENT
REDUCTION

20. Service
Operation
#1 Reduce costs for fixing problems and issues
Digital
innovation
& Service
Design
Strategy

21. Service
Operation
Digital
innovation &
Service Design
Service
Operation
#2 Shift resources to innovation
Strategy
Strategic
investment
Shift
resources

22. “Make sure to have
your workplace close
to reality”*
Ingvar Kamprad, founder of IKEA
* With digital technology, we can create
virtual proximity and always remain
close to reality - everywhere

23. Get the facts, don’t guess

24. Idea
TestLearn
Users
The speed of learning
is the only sustainable competitive advantage
Design &
build
Measure,
ask and
observe
Improve

25. Get the learning loop together!

26. To learn about users, involving them is a must!

27. Problem detection
Preemptive
Problem
detection
AI-assisted
Troubleshooting
AI-assistedProblem
detection
Proactive
Troubleshooting
Analytics-based
TRADITIONAL WORLD WHAT NEXTHINK BRINGS TODAY
WHAT WE ARE WORKING ON
Problem detection
By the user Troubleshooting
Manual
User productivity
User satisfaction
IT efficiency
Machine learning and diagnostics

28. of employees have physically attacked
their computer or accessories

29. +18%HIGHER EMPLOYEE
PRODUCTIVITY
(TOP QUARTILE COMPANIES FOR ENGAGEMENT VS
THE BOTTOM QUARTILE)
Statistics we want to go up instead

30. Engaged &
productive
employees
Better
Delivery to
Customers
Improved
Business
Results
Easier to get the job done
and succeed
A GREAT DIGITAL EMPLOYEE EXPERIENCE