Design thinking approach to building Employee Self-Service

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In a recent Harvard Business Review article on the evolution of design thinking, Jon Kolko noted, "People need their interactions with technologies and other complex systems to be simple, intuitive, and pleasurable. Design is empathic, and thus implicitly drives a more thoughtful, human approach to business." When done well, human centered design enhances the user experience at every touch point, and fuels the creation of products and services that deeply resonate with customers.
"Today's CHROs are thinking: Why not apply design thinking to improve the employee experience with the same care given to delight customers?"

A big part of implementing an integrated end- to end employee experience from the time they were sourced as candidates to their experience as new hires and then as productive employees to the company when programs like learning and development along with performance and rewards become key to retention as well a mobility across organizations since today's companies are not only global but need to create a dynamic workplace environment for business to thrive is technology.

Josh Bersin at Deloitte predicts HR teams in will stop designing "programs" and instead design integrated, high-value "experiences" that excite, engage and inspire employees.Technology is a key enabler when designing the "integrated high-value employee experiences" providing easy access to information wherever and whenever employees need it.

Marrying the design thinking approach of how to create employee experiences or "moments that matter" as mentioned by Francine Katsoudas chief of HR at Cisco and technology in a seamless way is the challenge.

Josh Bersin at Deloitte in his 2018 trends mentions Intelligent Self-Service Tools that sit on top of all the HR systems that provides employees an easy way to access information whenever and wherever they want without intervention from an HR Representative. He further says:

"In today's HR technology environment perhaps the most important new market is the fast-growing need for self-service, employee experience platforms. As I describe in the report, these are fast-changing systems that bring case management, document management, employee communications, and help-desk interactions into one integrated architecture. They sit between employee apps and back end applications, and they serve as the lifeblood of your employee service centers (which are going to be more automated every day). "

At AptResponse (Employee experience platform) have applied design thinking approach wherein we analysed thousands of actual employee tickets raised for HR to answer. This helped us understand the employee point of view and what are the most repeatable questions asked and how are these questions asked. From there we designed a conversation flow that is most likely to help employees get to their answers in less than one minute. Apto, our employee self-service chatbot comes pre-configured with HR domain knowledge.

Design thinking approach to employee-self-service and the current artificial intelligent technologies can help build the intelligent systems platform that Josh Bersin is talking about in his research on 2018 trends.

To try Apto from an employee's perspective request a demo