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 |
| Check Your Timezone | |
Who You will Learn From
Frank Spillers
Founder - UX Inner Circle
Frank Spillers, MS, founded the UX Inner Circle in 2020 to support senior practitioners facing complex challenges. The community exists to sharpen thinking, increase your confidence, and pressure-test real decisions. It’s built for people doing the work, not just talking about it. Frank founded an award-winning UX and Service Design consultancy (Experience Dynamics) and now leads UX and Service Design at numerous organisations, including the UK Government Digital Service. He has worked with and led teams to deliver hundreds of products and services over several decades. His work spans government, enterprise platforms, nonprofits, and global brands. He brings 25+ years as a senior UX and Service Design leader. His focus areas include Inclusive Design, accessibility, emotion-led design, cross-cultural UX, VR/AR, and UX leadership. His work has directly increased conversion by 88% and revenue by 300% for organizations including Nike, Microsoft, Intel, Capital One, Global Disability Rights Now!, the World Bank, and the City of New York.
