Designing Employee Experiences
OCT 18th 9:00AM PST; 12:00PM EST; 17:00PM BST (London); 18:00PM IST 22:30 PM IST
60 min
Non-member: $99
Open Circle: FREE, Join OPEN Circle…(NEW!)
Inner Circle: FREE! ($99 a month for all events plus Digital Library 250+ videos)
Designing Employee Experiences- crucial Service Design focus
Designing backstage employee experiences is crucial for seamless and efficient service delivery. While customer-facing elements often get the most attention, the processes and interactions behind the scenes directly impact overall service quality.
Why this matters: Focusing on backstage experiences involves understanding and addressing employees’ unique needs and challenges daily. This can include improving internal communication, streamlining workflows, and ensuring that employees have the necessary tools and resources to perform their jobs effectively.
Co-creating with employees is critical to a Service Design process. By actively engaging them in workshops and feedback sessions, organizations can gather valuable insights and identify pain points that may not be visible from a managerial perspective. This collaborative approach leads to more practical and tailored solutions and fosters a sense of ownership and empowerment among employees. When employees feel heard and valued, their motivation and job satisfaction increase, leading to better service outcomes.
In this Masterclass, Frank Spillers will take you through “employee design” in the Service Design process. Two sector case studies we will examine: Retail, with a focus on Apple Store employees, and Local government with a focus on a London council.
By prioritizing backstage employee experiences, organizations can create a more supportive and efficient work environment, ultimately enhancing the overall service experience for customers. But it takes more than wishful thinking. Employee experience design is nuanced and requires delicate management and design.
Topics we will cover in this Designing Employee Experiences Masterclass:
- How employees are critical to service design and delivery
- Analysis of successful service design implementations
- Aligning management culture, employee culture, and customer culture
- Change management and how to design employee experiences
- Prototyping service solutions
- Measuring employee service experience (KPIs)
- Role of AI in employee service design
About Monthly MasterClasses:
These monthly meet-ups are topic-driven live events with an informal presentation by Frank Spillers and group activities and discussions. Monthly MasterClasses are included as part of your membership. They allow a deep dive into important UX topics, with insights drawn from process best practices and case studies from Frank’s two decades in the field.
Cost:
Non-member: $99
Open Circle: FREE, Join OPEN Circle…(NEW!)
Inner Circle: FREE! ($99 a month for all events plus Digital Library 250+ videos)
| Date: | 18 Oct 2024 |
|---|---|
| Time: | 09:00 am PDT 12:00 pm EDT 05:00 pm BST 06:00 pm CEST |
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