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Your digital experience doesn’t matter

Unless it’s powering the employee experience.
 
With 33% of full-time employees globally now working either partly, or entirely, from home, the digital experience is, of course, a crucial element to consider. But it needs to be seen as part of a holistic employee experience, not the full story.
 
Getting this right is pivotal in the ongoing competition for the best talent. From recruitment all the way through to the engagement of your alumni networks, ensuring a seamless and engaging process is essential for attracting, retaining and re-engaging, top talent.
 
With inclusion and belonging firmly in the spotlight, employers need to ensure every employee feels connected, supported and enabled. Technology has a critical role to play in enhancing your Employer Value Proposition (EVP), but you shouldn’t lose sight of the human dimension.
 
 

Is your employee experience creating a competitive advantage?

 
A good employee experience will be intuitive, engaging and personalised. Whilst some elements should always retain a human touch, technology can provide the perfect platform to articulate your Employer and Contractor Value Propositions and showcase the reasons why someone would want to work for and develop alongside your organisation.
 
There are cost benefits, too. Implementing technology to streamline processes and reduce costs associated with traditional HR functions means employees are able to be self-sufficient, tracking things like holiday, absences or timesheets themselves. This then frees them up to do their jobs more efficiently and effectively.  
 
 

A digitally-enhanced employee experience

 
To make tech work for your employee experience, let's avoid the 'one size fits all' trap. Here's what you should think about across the employee journey:  
 
Attracting talent:
 
  • Ensure your careers site aligns with your main website. Though they’re intended for different audiences, they’re both the face of your company, and no one likes a disconnect.
  • Smooth out the job application process and dig into where candidates are coming from and why some drop off. Technical frustrations and bad user experience is often the root of the problem.  
 
Bringing people in:
 
  • No more leaving candidates hanging – technology lets us send a quick update within minutes.
  • That said, take a beat before saying 'yes' or 'no' – whatever your decision, people want to feel as though they were truly considered.
 
Onboarding:
 
  • Roll out the digital welcome mat with tools for online training, e-signatures, and virtual introductions. In general, fewer platforms feels sleeker and makes onboarding more user friendly.
 
Day-to-day:
 
  • Keep the teamwork flowing with messaging apps and video calls.
  • Give people the keys to their own HR world with online portals for benefits, personal information updates and FAQs.
  • Streamline content creation and distribution to provide clear, consistent communications  
 
Shaping performance:
 
  • Ditch the intense yearly reviews in favour of tech that keeps feedback and goals rolling.
  • Keep the spirit of learning and curiosity alive with online courses and webinars.  
 
Offboarding:
 
  • Don't just wave goodbye – use tech to track why people leave and why some turn down job offers. You’ll get your most candid and useful feedback in these moments.
  • Continued engagement with departing staff or unsuccessful applicants keeps contacts warm and enables you to build a strong alumni community of workers. People who chose to apply or work for your company bought-in to what you’re about -by fostering long-term relationships you increase the chance of valuable candidates returning to you.
 
 

Implications of digital misalignment  

 
Your organisation's digital presence encompasses communication, tone of voice, responsiveness, and the overall experience you provide. If you get it wrong, the risk is reputational – people talk.   
 
The digital experience can make or break a candidate’s perception of their entire experience. If there’s misalignment between the ease of experience in the early stages of the employee journey and the day-to-day experience down the line, you have a perception vs reality gap which will ultimately impact recruitment and retention.
 
In a recent survey, 51% of candidates would walk away from a job application at the first sign of a tech issue during the process. Similarly, a sleek initial experience turning into a cumbersome, complex and frustrating reality later on, will make people feel misled and disappointed. Holistically reviewing the entire employee experience is crucial to addressing these issues.
 
However, be careful when and how you introduce new tech into processes. Frequent changes in digital tools can be disruptive to established workflows and lead to resistance to change from employees. While embracing technology is crucial for staying competitive and drawing in top talent, we advocate for a gentle, step-by-step approach that can keep disruptions to a minimum. Regularly check in with employees to track whether new tech is needed to improve their experience and involve them in the entire process.  
 
 

The evolving employee experience

 
The economy and the impacts of inflation weave their impact into our daily lives, and employees are seeking greater job security as a result. Consequently, shaping the employee experience will become more challenging, as external factors and emotions play a more significant role.  
 
Exactly how AI will shape the way we work has been speculated upon in abundance, but it’s worth acknowledging that there will undoubtedly be changes driven by AI that impact employee experience. In HR for example, we’re expecting an increase in self-service with platforms that allow users to input prompts and swiftly access information about organisational aspects, such as maternity leave, already available.
 
This shift in processes is set to liberate HR leaders, alleviating the administrative burden, and transforming them into strategic advisors. Additionally, we can look forward to an enriched level of personalisation and a stronger focus on wellbeing, diversity, equity, and inclusion considerations.
 
 

Practical tips for implementing technology to enhance your employee experience

 
  1. Bringing in tech to elevate the employee experience is about letting people focus on what truly matters to them. Good technology will alleviate mundane tasks and streamline cumbersome processes, consequently improving the employee experience.
  2. Make it part of a broader HR transformation that aligns with your goals and values, emphasising that your priority is your people.
  3. Roll out the digital employee experience in phases, offering frequent and accessible training to cultivate an inclusive workplace.
  4. Think of the implementation as if you’re doing it for a friend – what would make it less disruptive and more comfortable? Use design thinking and empathy mapping for a warmer reception to your tech rollout.    
 
In conclusion, carefully navigating change management is key, as well as remembering that introducing a new digital experience platform should complement, not overshadow, the human touch. In the end, people still crave genuine connections and conversations.
 
And let's not forget the importance of addressing some matters offline and keeping those lines of communication wide open. For organisations, it's about actively gauging the pulse of employee and candidate experiences, using both stories and numbers to guide thoughtful adjustments. Putting your workforce at the heart of this design journey, making small tweaks, and ensuring their voices resonate throughout the process will help to ensure a smooth transition.
 
And finally – and perhaps most importantly – don’t rush into things. Take time to consult with all stakeholders, factor in the cost of implementation, and make sure any changes align with your wider HR and organisational strategies.
 
 

AUTHORS

Kirsten Tolfree-Dart
Head of Solutions, CEMEA, Hays Enterprise Solutions 
 
"With over 20 years of experience in the Talent and Recruitment industry, Kirsten works with organisations to design futureproof talent solutions, focused on process, experience and enabled by technology."

 

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