How Focus on Digital Employee Experience (DEX) Improves Digital Workplace Adoption and Success
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What is most important when implementing and optimising an intranet or digital workplace? How do you make sure, as a project group, intranet manager or owner, that you’re doing the right things… and doing things right? How do you get all stakeholders in your organisation on the same page? And which practical guidelines are there to improve content, adoption, and business processes? I talked about how a shared focus on the digital employee experience (DEX) helps Comms, IT, HR, business teams, and potential partners to create a strategy and roadmap for the digital workplace. About how you then shape it in such a way that colleagues can work and collaborate more efficiently and effectively, and spend their time and attention with customers, citizens, tenants, students, guests, and so on. With better service and happier employees as results. The model that I use, combines multiple perspectives on digital employee experience, and encompasses various ‘tracks’ for a DEX approach. These include UX, content, technology, adoption, and governance. For each of these tracks, Christiaan shares practical examples from Dutch and Belgian (international) organisations, and advise that you can get started with right away.
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How Focus on Digital Employee Experience (DEX) Improves Digital Workplace Adoption and Success
- 1. Focus on DEX @Lustigson Successful Digital Workplace Adoption, Brussels, 13 November 2019
- 2. @Lustigson
- 3. Digital workplace challenges • What should it encompass • Selecting technology • Solution that actually works • Increasing adoption • Working with IT… • … or with communications @Lustigson
- 4. Digital workplace challenges • What is most important • Doing the right things… • … and doing things right • Getting stakeholders involved… • … and on the same page • Shared view on the challenges @Lustigson
- 5. Digital employee experience (DEX) @Lustigson
- 6. “Digital employee experience is the sum total of the digital interactions within the work environment.” @Lustigson https://www.steptwo.com.au/papers/what-is-digital-employee-experience/
- 14. DEX model @Lustigson Communications Employee Organisation Technology Physical environment HR IT Facilities
- 15. Com m unications H R IT Facilities @Lustigson Employee Organisation Technology Physical environment
- 19. Good digital workplace strategy @Lustigson
- 20. • “The intranet should improve communications.” • “The intranet should enable knowledge sharing.” • “The intranet should centralise news delivery.” Not like this @Lustigson
- 21. • Ambitious, aimed at future and short term • Linked to corporate goals and daily work • Specific, and measurable • Inspirational But like this @Lustigson
- 23. Various employee segments 1. Reception, helpdesk, telephone operator 2. Security, catering, facilities 3. Desk worker, e.g. HR, procurement, finance 4. Field staff, e.g. account management, shop, restaurant staff 5. Policy advisors, project managers 6. Team leads, heads of department 7. Management team, board of directors @Lustigson
- 24. Various employee segments • In a hospital: nurses, doctors an lab workers • In education: teachers, researchers, and so on • In construction: builders, planners, et cetera @Lustigson
- 25. What employees need @Lustigson Mind the Gap - UK Underground, Jorge Gonzalez — CC BY-SA 2.0
- 26. What is most important to you regarding digital support of your daily work? @Lustigson
- 27. Which tasks, types of information, or functions do you find most important regarding support of you daily work by a digital workplace? @Lustigson
- 28. All employees #valueconf19 @Lustigson # task points cumulative 1 Access and edit patient files (personal data, treatment, results, notes) 9,3% 9,3% 2 Find a colleague (contact details, presence; name, department, expertise) 9,0% 18,3% 3 Documents, find, edit, share; network drive 5,7% 24,0% 4 Work schedule, changes; surgery schedule, therapies, et cetera 5,0% 29,0% 5 (Medical) procedures, documents 4,9% 33,9% 6 News, internal messages 3,7% 37,6% 7 Education, training (courses, register) 3,4% 41,0% 8 Pay, salary (dates, pay slip) 3,0% 44,0% 9 Apply for leave (vacation, parental leave, holidays) 2,6% 46,5% 10 Work-life balance (stress reduction, flexible working, sabbatical) 2,4% 48,9%
- 29. 0,0% 1,0% 2,0% 3,0% 4,0% 5,0% 6,0% 7,0% 8,0% 9,0% 10,0% 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 Taken 25% 25% 25%
- 30. Nurses #valueconf19 @Lustigson # task points difference 1 Access and edit patient files (personal data, treatment, results, notes) 11,2% = 2 (Medical) procedures, documents 7,4% +3 3 Find a colleague (contact details, presence; name, department, expertise) 6,7% –1 4 Work schedule, changes; surgery schedule, therapies, et cetera 5,7% = 5 Education, training (courses, register) 5,0% +2 6 Documents, find, edit, share; network drive 4,5% –3 7 News, internal messages 4,0% –3 8 Pay, salary (dates, pay slip) 3,0% = 9 Report incident (injections, cut, bite, splatter); what to do in case of 3,0% +5 10 Apply for leave (vacation, parental leave, holidays) 2,6% –1
- 31. Doctors #valueconf19 @Lustigson # task points difference 1 Access and edit patient files (personal data, treatment, results, notes) 13,8% = 2 Find a colleague (contact details, presence; name, department, expertise) 9,1% = 3 (Medical) procedures, documents 7,7% +2 4 Work schedule, changes; surgery schedule, therapies, et cetera 6,6% = 5 Documents, find, edit, share; network drive 5,5% –2 6 Find medical specialist literature, academic articles 5,5% +7 7 Activities and events (symposia, lectures) 3,1% +8 8 Education, training (courses, register) 2,7% –1 9 News, internal messages 2,6% –3 10 Ask a question to, share a message with a colleague (chat, news feed) 13,8% +12
- 32. Managers #valueconf19 @Lustigson # task points difference 1 Find a colleague (contact details, presence; name, department, expertise) 8,7% +1 2 Documents, find, edit, share; network drive 8,0% +1 3 Management inforamtion (KPIs et cetera) 8,0% +28 4 Access and edit patient files (personal data, treatment, results, notes) 6,7% –3 5 Work schedule, changes; surgery schedule, therapies, et cetera 5,6% –1 6 Facts and figure (rankings, number of beds, employees, org chart) 4,7% +33 7 Policy (finances, personnel, facilities, safety, prevention, quality, etc.) 4,2% +9 8 Education, training (courses, register) 3,6% –1 9 Report incident (injections, cut, bite, splatter); what to do in case of 3,1% +5 10 (Medical) procedures, documents 2,7% –5
- 33. Digital employee experience (DEX) @Lustigson
- 36. @Lustigson Information • Don’t migrate content as is • Work from employees’ needs • Create an inventory of your content • Define a content strategy • Perform a content audit • And then migrate
- 37. 658 team sites + 862 project sites: 35 TB 1.524 publishing sites: 17 TB 20 custom applications @Lustigson
- 38. Content inventory • Page title • Page URL • Page type • Site owner • Created/modified date • Created/modified by • Amount of content @Lustigson
- 39. Content inventory • Audience • Page complexity • Expediency • Topicality • Legibility/readability @Lustigson
- 40. @Lustigson Design • Card sort based on task ID • Concept navigation design • Tree test of concept
- 41. • About Me • About Jessa • Find People • News @Lustigson
- 42. @Lustigson
- 43. @Lustigson Average 76% of tasks successful
- 44. @Lustigson • Ask question to, share message with colleague 12% • Chat with colleague 5% Share document: 81% successful
- 45. @Lustigson Technology • Office 365 very much in play • Intranets-in-a-box • Which digital workplace ‘concept’?
- 46. The universal model @Lustigson intranet Mail, calendar Office apps Documents CRM HR Service Chat
- 47. The landscape model @Lustigson intranet Mail, calendar Office apps Documents CRM HR Service Chat
- 48. The hybrid model @Lustigson intranet Mail, calendar Office apps Documents CRM HR Service Chat
- 49. • ~ 60 staff in Utrecht and Brussels • 250-300 trainees outsourced • Clear understanding of needs • Limited budget • Advised: SharePoint-based or stand-alone intranet-in-a-box @Lustigson
- 50. • Belgian state mines come global materials tech and recycling group • 10,000+ staff worldwide, headquartered in Brussels • White-collar and a large contingent of blue-collar staff • Multiple SharePoint 2013 and Livelink intranets • Preference for Microsoft technology • Advised: SharePoint Online, Office 365, plus Kentico for CMS purposes @Lustigson
- 51. • University of Applied Sciences in Antwerp • ~ 1,200 employees plus ~ 12,000 students • Old intranet custom made on Sitecore • Valued system’s abilities, couldn’t manage them properly • Opted for a hybrid model solution • No SharePoint-based: migration from 2013 and move away from file servers • Advised: either stand-alone intranet-in-a-box, or, again, custom made solution @Lustigson
- 52. @Lustigson Governance • DEX board • DEX manager • DEX team
- 53. • Digital workplace core vision 2012 • Digital collaboration governance plan 2015 • Digital collaboration implementation plan @Lustigson
- 54. WerkNet intranet • News • Content • Social interaction • Access to applications Digital collaboration • Document management • collaboration @Lustigson
- 55. • Renewed shared vision • ‘Home owners’ association’ • Focus on digital employee experience • Integration of different systems • Verifiable improvements over time @Lustigson
- 56. Digital employee experience (DEX) @Lustigson