In this workshop Marzia will guide the audience into an exploration of how to design a supreme employee experience, generating solutions aimed at establishing positive employee relationships. Instruments like eNPS (Employee Net Promoter Score) are useful to understand how your employees regard their current experience, offering little or no guidance on how to improve it. Marzia will guide you through a step-by-step process to maximise the use of eNPS data as a starting point to rethink and redesign your employee experience.

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Liveworkstudio.com London Rotterdam Sao Paulo Livework Studio © 2018
Designing superior
employee experiences
Marzia Arico @marziaarico
CustomerGauge
October 2018
Liveworkstudio.com London Rotterdam Sao Paulo Livework Studio © 2018

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About Livework

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About
Livework
Introduction
Livework is a global service design
consultancy with 17 years of
experience helping clients improve
profitability through human-centred
projects and programmes.
We believe that people deserve
coherent, thoughtful services and
that organisations are more
successful when they provide them.
And we know that there’s a clear,
effective process for designing them.
It’s what we do.

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London
São Paulo
Rotterdam
Oslo
Beirut
We work
across the
globe
Introduction
From five locations in three
continents, Livework works with
organisations to create smarter,
more human-centred services
that deliver real value.
Every solution we develop is
unique to the client, informed by
authentic user insights and
tested to make sure it works in
the real world.

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Since 2001 Livework has worked on over 1500 projects for more than 400 global brands,
startups and public sector organisations to achieve user and business impact.
17 years of creativity and impact
Introduction

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Employee Experience: from
Opportunities to Solutions

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Our approach
the way we think
Understand
how people think, behave and
respond
Intervene
at a experience or cognitive level
Define outcomes
that you want to achieve with your
employees
We can start from here ... ...or from here

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Two perspectives to understand
the phenomenon
the way we think
State of mindLifecycle
Experiential Side
Cognitive Side
The employee lifecycle
and its stages to
contextualize and
structure the
experience.
Understanding of the
target audience from a
human, professional,
employee, and user
perspective.
Behavior
Behavioral principles
underpinning needs,
drivers, attitude and
expectations.
Relationships
Stimulating certain
relationship qualities
such as sense of
purpose, reciprocity and
communality.

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State of mind: Explore people at different levels
experience side
Human
Behavior and response to
inputs.
Professional
Expectations and bias.
Employee
Roles, responsibilities,
needs and objectives.
User
Use of technological tools
and support platforms.

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Employee Lifecycle
experience side
Identify Attract Onboard Support Exit
Search Interested Start Work Leave

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Behaviour: Complex and multidimensional
cognitive side
Beliefs, attitudes
Motivation
Ex- & intrinsic
Other people
Environment
Touchpoints
Knowledge & skills
Ability
Habits & routines
Human Behavior
Employee behaviour and attitudes are complex and they are caused by a variety of behavioural principles. To better
understand employees’ needs during the onboarding process we need to look at their motivations, abilities and the
environment.
e.g. Why do I want to
put time and effort
into this new job?
e.g. Do I have the right
skills to do this new
job/learn different
technology systems?
e.g. Do I have easy access
to the right documents/
systems/ people?

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Relationships qualities
Purpose CommunalityReciprocity
The basis of a working
relationship/
A salary is not all that
people want to work for
Communality solidifies
a relationship/
People do more for
friends than for
colleagues
It is what builds a
relationship/
Engagement needs a
give-take balance/
Expecting to get without
giving creates
disengagement
cognitive side
Actively stimulating mutual relationships contributes to higher perceived experience and engagement.

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Surgical interventions
employee experience
Experiential
Journey and
touchpoints
Cognitive
Behavioral or relational

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Cases

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A new user-centred recruitment process
Case study
We worked with Santander to develop a
radical new approach to attracting and
retaining top talent. By looking at the
standard recruitment journey from a
user’s point of view we were able to see
opportunities for interventions that
created more meaningful interactions
between potential employees and the
organisation.
“By abandoning all existing
thoughts about recruitment,
we will attract and retain
competitive, driven, motivated
and capable people”
We developed an immersive experience
during the recruitment process called a
‘base camp’. In this way both parties are
able to embark on employment with
greater insight about what working
together will entail. And even
unsuccessful candidates benefit from
gaining valuable career advice as part of
a more human, enjoyable experience.
Santander 2014

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Design sprint to improve the employee experience
The BBC asked Livework to work with the
production team of the flagship series
Casualty - as part of a wider project to
promote greater productivity and creativity.
It was critical for the process to quickly
evidence and create a robust story for a
better employee experience. Taking a
one-week Design Sprint approach enabled
us to surface gaps, needs and
opportunities, and then design 3
propositions that were tested with
end-users.
Employee experience is a critical success
factor for any organisation. Getting it right
ensures staff satisfaction whilst reducing
costs and waste work for the business.
BBC, 2016
Case study
"Hallelujah - at last!"
BBC employee’s response to one of the prototypes
designed to streamline the production process

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Working session

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working session
Identify Attract Onboard Support Exit
Search Interested Start Work Change
The first week in a new job is when 33% of
new employees decide whether to stay or
go.
25% of the people that start a new job are disappointed
with the way they were received. Common feelings:
1. It is not clear what is expected of me
2. Ineffective training
3. Not accepted by colleagues
4. A lack of appreciation and attention

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● Form groups of 3
● Briefly discuss your latest onboarding experience. Select one of the three
● Map out that experience into a lifecycle
● Highlight positives and negatives
● Think about one improvement that could be made to that experience
● Does that improvement require an experience or cognitive type of intervention?
Your own onboarding experience
working session

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Zoom-in: Onboarding
Working session
Getting ready
to start
First day at the
new job
Getting to
know my
colleagues
Understanding
how things
work here
... ... ...
Onboarding
Employee
actions
Employee
needs
I want to feel
prepared and
ready
I need
reassurance &
feel welcome
I want to feel
familiar and part
of the team
I want to feel in
control
... ... ...
Current
experience
Improvements
... ... ...
:)
:|
:(

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Zoom-in: Onboarding
Working session
Onboarding
Employee
actions
Employee
needs
Current
experience
Improvements
:)
:|
:(

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Thank you
Contact
Marzia Aricò
Head of Insight, Livework Rotterdam
You can find the slides here:
https://www.liveworkstudio.com/collections/benchmark-xl/
@marziaarico
marzia@liveworkstudio.com