On 27th June 2024, SAP SuccessFactors Business Consultant Nicole Schadewald shared key insights from recent employee experience design projects at SAP in the customer webinar Employee Experience revisited: what really matters to drive meaningful impact in times of change.
Here are the key takeaways:
Employee Experience Meta Trends in 2024
As we enter 2024, the landscape of employee experience (EX) continues to evolve. Organizations are navigating a complex array of challenges, from the integration of AI to the necessity of fostering a supportive work environment. Let's explore the meta trends shaping the employee experience this year.
- AI and Automation: AI is set to revolutionize the workplace, driving productivity and transforming HR practices. While recruitment remains a key area, AI's impact will extend to training, development, and performance management.
- Skills Focus: Upskilling and reskilling are at the forefront, particularly with AI demanding new competencies. Organizations must prioritize workforce planning with AI integration in mind.
- Hybrid Work Evolution: Hybrid work remains prevalent, with a shift back towards office environments. Companies must create compelling in-office experiences while maintaining flexibility.
- DEI and Belonging: While diversity, equity, inclusion, and belonging (DEI&B) remain critical, resource constraints may challenge progress. Organizations need to double down on DEI&B efforts despite these limitations.
- Mental Health: Mental well-being is paramount, with employee stress and burnout reaching critical levels. Dedicated mental health initiatives are essential.
- Trust in Leadership: Trust in leadership is at an all-time low. Transparent, honest communication from leaders is vital to rebuild trust and navigate organizational changes.
- HR Transformation: HR itself is undergoing transformation, focusing on agility and new skills, particularly in AI and data-driven decision-making.
- Compensation Spotlight: Economic uncertainties and regulatory changes are pushing compensation into the spotlight. Pay equity and transparency are more important than ever.
- Sustainability: Sustainability has moved beyond compliance to become a core element of organizational strategy, influencing HR policies and employee engagement.
Why Employee Experience (still) Matters
Employee experience is not just a buzzword; it is fundamental to organizational success. At its core, employee experience encompasses the beliefs, emotions, and attitudes that employees develop based on their job interactions. It shapes how employees perceive their roles, work environment, and interactions with the organization.
Managing employee experience involves more than creating great experiences; it requires managing perceptions and expectations. For example, perceptions about pay fairness can significantly impact employee satisfaction. Addressing these perceptions through transparent communication and equitable practices is crucial.
Employee experience also drives behaviour. For instance, implementing a self-service system may reduce administrative burden but can frustrate employees if it is confusing. Therefore, focusing on user-friendly design and clear communication is essential.
Organizations must balance technology and human psychology to create positive employee experiences. This means understanding what makes a great day at work and how technology can support these experiences. For example, providing tools that simplify tasks, offering development opportunities, and recognizing achievements can enhance employee satisfaction.
In times of change, such as the shift to hybrid work or the integration of AI, managing employee experience is even more critical. Employees seek meaning and purpose in their work, and organizations must deliver by fostering a supportive and engaging environment. Addressing issues like quiet quitting requires a focus on providing positive experiences to maintain engagement.
How to (re)create Employee Experience Journey
Creating a positive employee experience journey involves understanding the needs and expectations of employees and designing processes and tools that meet these needs. SAP SuccessFactors offers a structured approach to help organizations achieve this through their advisory and design services:
Module 1: Discover
The journey begins with the "Discover" module, where organizations explore the concept of experience management. Design thinking workshops help identify and prioritize moments that matter to employees. The outcome is a prioritized list of these moments, forming the basis for further design.
Module 2: Design
In the "Design" module, organizations define and specify personas for the employee experience journey. Through focus groups, interviews, and surveys, they assess the current state and develop a future state experience journey. The goal is to co-create a vision with functional consultants, ensuring alignment and shared understanding.
Module 3: Impact
The "Impact" module involves pre-planning workshops with stakeholders to align on the vision and implementation. This ensures that different workstreams are coordinated and aimed at achieving the desired employee experience.
SAP SuccessFactors Customer Examples driving successful re-design
Global Customer: 360 Feedback Tool
A global customer implemented a 360 feedback tool for employee development but faced low usage. Through expert interviews and focus groups, they identified technical and perception-based barriers. The solution involved creating a comprehensive 360 feedback tool, a lighter version for targeted feedback, and an instant feedback tool for project milestones. These improvements were based on employee and manager input, enhancing the tool's usability and acceptance.
Global Retailer: Feedback and Recognition
For a global retailer, fostering a feedback culture in a shop floor environment was challenging. Limited time for focus groups led to a short survey collecting manager and employee input. Based on the survey results, personas and experience journeys were created, leading to the introduction of a continuous feedback tool accessible on mobile devices. This improved feedback culture among retail client advisors, crucial for engagement and retention.
Global Customer: Performance and Goals Tool
A global customer struggled with the usability of their performance and goals tool. Design thinking sessions with employees, managers, and HR identified pain points and prioritized improvements. The result was a more intuitive and user-friendly tool, enhancing the performance management experience.
Conclusion
Employee experience is a critical component of HR strategy, impacting engagement, productivity, and retention. By understanding and addressing the needs and perceptions of employees, organizations can create positive and meaningful experiences. SAP SuccessFactors provides a framework to help organizations design and implement effective employee experience journeys, ensuring alignment with business goals and employee expectations.
Full webinar recording
Slides
If you'd like to learn more about SAP SuccessFactors Services projects or explore Employe Experience for your organization, please do not hesitate to contact HR Innovation & Transformation Team: saphit@sap.com or reach out to Nicole Schadewald directly: nicole.schadewald@sap.com
