We define employee experience as seeing the world through the eyes of our employees and staying connected to their wants and needs, so they are committed to the larger business goals and results. As the war for talent heats up, many companies have appointed a Head of Employee Experience and are developing a strategy to create an employee experience which takes into account the physical environment employees work in, the tools and technologies that enable their productivity, and learning to achieve their best at work. HR leaders are leading this effort by reaching outside of the HR function to partner with Marketing and Internal Communications in order to create one seamless employee and customer experience. Making the workplace an experience allows companies to embed their culture and values in the workplace and use this to recruit and retain top talent. In this slideshare you learn about employee experience, why it is so important to put your people first and what the (new) role of HR is. Sara Coene is Organisational Change Coach, Employee Experience Designer and Design Thinking Facilitator supporting organizations and leaders in their change, with strong focus on team dynamics and development, using co-creation, visual design tools and insights from behavioral science. She is currently working as strategy designer & managing partner at Bedenk, a Belgium based business creativity agency making organizations futureproof.

1. Shaping the Employee Experience
through
DESIGN
THINKING
By @saracoene
Founder www.changedesigners.eu

2. Employee Experience Design sits
at the intersection of
HR and Marketing,
Psychology & Design Thinking
Empathy and Creativity

3. Trending?
51 results… in Belgium
Trending in US, still small in
Europe, but quickly taking off.

4. 2016: Head of HR => Head of Employee Experience

5. Employee Experience
TALENT
MANAGEM
ENT
PERKS
TEAM
BUILDING
It’s not equal to EE,
but can be part of it.

6. Employee Experience
=
The sum of all experiences employees have in the organization in
which they work, across the employee lifecycle , shaped by the
organization’s culture.

7. Employee Experience =
The sum of all experiences employees
have in the organization in which they
work, across the employee lifecycle ,
shaped by the organization’s culture.

8. Employee Experience =
The sum of all experiences employees
have in the organization in which they
work, across the employee lifecycle ,
shaped by the organization’s culture.
It’s about CULTURE
(technology, workplace,
leadership & meaningful work)

9. Employee Experience =
The sum of all experiences employees
have in the organization in which they
work, across the employee lifecycle ,
shaped by the organization’s culture.
Discovering &
Unlocking the
full potential
of employees
Across the employee lifecycle;
Seen from the employee’s
perspective instead of internal
processes.

10. HR as a Service
Not based on internal processes
as a service to the business (alone)
But a service to employees & candidates
Onboarding
Awesome
workplaces Best
Technology
Development
Opportunities
Autonomy
Right PerksCo-creation
…

11. We moved from
an employer-driven to a candidate-
driven
job market
In the past people were just happy to have a job and job security

12. MOBILE & CONNECTED WORKFORCE
Today’s employees are seeking jobs where
they can co-create with colleagues,
embrace flexibility and be exposed to new
development opportunities.
They want gamified collaboration software,
they want to share multimedia, be
connected all the time.

13. TRANSPARENCY
New platforms make it easy for
past employees, freelancers and
interns to share their employee
experience

14. HIGH DEMAND FOR SPECIFIC SKILLS
To attract and keep talent,
managers will need to invest in
their well-being, they expect more
than before from a company.
86% of companies globally cite
‘gaps in their leadership pipeline’
as one of their top 3 issues

15. CHANGING EXPECTATIONS OF (YOUNGER) WORKFORCE
managing expectations of
a multi-generation digital
workforce: purpose,
opportunity to grow,
being taken care of…

16. CHANGE IN MANAGEMENT THINKING
Source: Josh Bersin – Bersin by Deloitte, 2015

17. DIGITALIZATION OF PROCESSES
Digital technology is
transforming how people
work—demanding a
fundamentally different HR
strategy.
Modern HR teams use
multiple tools
(culture/productivity
tools/platforms)

18. WHY IS A GREAT EMPLOYEE EXPERIENCE IMPORTANT?
Attract, Retain &
Grow Talent
Support The Digital
Transformation
Drive Customer
Centricity

19. More of the same isn’t going to cut it.
Employers need to update their HR practices.
Taking a more holistic view.

20. A candidate driven job market requires moving
from efficiency driven processes to the design
of compelling employee experiences.
Creating daily positive
experiences
Transform
company
culture
Drive
Employee
Engagement

21. CX = EX
B u i l d i n g a Cu l t u r e o f En g a g e m e n t
Why would a
talented
candidate want
to work in our
company?
How do we
retaiN our
engaged
employees?
When you work on EE,
there are 2 important questions to ask!

22. It’s time to look at HR
from a different perspective.
The perspective of the employee.
Using DESIGN THINKING.

23. WHAT WE DO
Our purpose is to help you build
internal change and innovation
capabilities so you’re ready to
navigate complexity and
positively engage in an uncertain
world, together with your teams.
We use techniques like Design
Thinking, Creative Problem
Solving, Gamestorming and
Lean to engage your people in
the execution of your strategy
and change, through co-creation
of business strategies and
solutions.

24. Great employee experiences don’t happen by chance.
They are
thoughtfully designed,
just like great customer experiences.

25. Design Thinking
=
Creative, Solution & User-Focused
Problem Solving

26. Design Thinking is a systematic, more collaborative and
human-centered approach to problem solving.

27. Principles of Design Thinking
HOLISTIC
APPROACH
HUMAN-
CENTERED
CO-
CREATIVE
TANGIBLE ITERATIVE

28. Cisco Hackathon
Cisco organised a HR Breakathon with the slogan:
"In 24 hours HR will never be the same".
The purpose was the creation of a sharper HR
department in which silo’s, timezones and cultural
obstacles sease to exist. That way innovative HR
solutions can get space.
Design Thinking helps HR to reinvent itself

29. LinkedIn Hackdays
Design Thinking focuses on Employee Experience
LinkedIn organised a 6 week
program with 1000
participants from Linkedin
but also Facebook,
Google and other Silicon
Valley companies.
Main focus was to find
solutions for specific issues
around low employee
engagement of interns.

30. Citrix Design Thinking
Design Thinking helps HR to feed company wide innovation
Citrix started with initiatives
within their product
organisation, but soon figured
out that the scaling up of Design
Thinking throughout the
organisation was the way
forward. Because it is very much
applicable to everything they do.

31. Designing the AirBnB Candidate
Design Thinking helps HR to problem solve
Airbnb grew heavily and this
hyper-growth was taking its
toll. “Candidates were falling
through the cracks”. They
mapped out the ideal process
from both the candidate and
the hiring team perspectives.

32. The Design Thinking Process

33. Possible Outcomes
Zappos had to reject 99%
of applicants when hiring.
To positively deal with
this, they invented Zappos
insider, ditching the idea
of applying to a specific
job posting and instead
focusing on developing
long-term relationships
with potential applicants

34. Possible Outcomes
This team developed and
presented ‘Infinite,’ a strategy
and personalized mobile app
that maximizes intern
engagement through
machine learning and
increases the conversion of
interns to full-time hires.

35. 1. Define your focus by using the Employee Life Cycle
2. Form cross-functional teams
3. Map the Employee Journey(s) based on Personas
4. Design the desired Employee Experience
5. Define the main challenges
6. Solve your challenges
7. Prototype & Test Solutions
8. Implement new concepts
9. Learn what works and what doesn't
10. Continuously Improve your solutions
10 steps to a great Employee Experience
Twitter: @saracoene

36. What has changed for HR?
Scope of responsibility of the HR-team
Recruitment
Career development
Risk management
Compensation & benefits
Performance management
administration
Culture
Technology
Organisational Design
More diverse profiles are entering HR

37. What has changed for HR?
+ supported by more tech-orientated HR teams
Using and ‘playing’ with multiple tools
Peakon automatically collects employee
feedback, analyses it, and then delivers you back
the insights you need to improve your business.
In real time.

39. Main skills of the Design Driven HR-Manager

40. Evolution in Focus from Exploitation to Design
Twitter: @saracoene

41. Learning by Doing:
• The key stages in the Design Thinking innovation process
• Practice key methods and tools that you can use immediately
to address HR-challenges
• Integrate Design Thinking in your work
Fall 2017
Design Thinking for HR-Professionals
2day workshop
Leave us a message if you want to participate:
Sara@changedesigners.eu

43. WHAT WE DO
Our purpose is to help you build
internal change and innovation
capabilities so you’re ready to
navigate complexity and
positively engage in an uncertain
world, together with your teams.
We use techniques like Design
Thinking, Creative Problem
Solving, Gamestorming and
Lean to engage your people in
the execution of your strategy
and change, through co-creation
of business strategies and
solutions.