Experience is everything. Employee experience should drive engagement, not enragement. While staying in a hotel for a client visit in New York last week, I had the kind of experience (real-time, mobile, intuitive, not obtrusive, personal, all of those things) we should all have. ‘How is your experience so far?’ and ‘Is there anything we can be doing differently?’ So simple. So critical.
Compare this to some of the tools we use to measure engagement in the workplace, including pulse surveys or performance evaluations after the work we’re asking about has occurred. Measuring experience needs to happen in near-real time and in the flow of work if it’s going to afford us the opportunity to do something about the feedback and with the data we receive.
Design thinking for employee experience needs to consider these elements:
- Capturing feedback in the natural flow of work
- Ability to do something about the feedback received
- Embedding measurement of experience in the right place
My thoughts on designing not only for the right experience but for data we can use here: