The Anatomy of an Unforgettable Employee Experience

Intellective Specialized in Employee Experience on ServiceNow

Employee experience is defined as the medium where employees find answers to their need across the enterprise to do their best work. Now more than ever companies are navigating how to provide a great employee experience. Just last year this was pretty easy as we were in an office building together – all experiencing the same workplace at the same time. Now, the working environment is completely different for each and every employee.

Everywhere I go, companies are starting to look at how they can function by not relying on a building or their star employee (the guy or girl who helps the other guys). And by leveraging the remote working culture to work for them.

Why is employee experience important?

We have adapted very quickly, but there is now a disconnect between the organization and its staff. The organization has to compete with kids, youtube, social media and overall less accountability of its employees.

If you got stuck on something, you were one step away from a colleague who could help. If you needed something from HR, you could visit the HR Managers desk, and if you were having an issue with your device, you would visit the tech lounge and get it resolved. All that is stripped away with remote working. 2020 has changed traditional business. With this new way of working remotely, (which will in all likelihood remain), companies will rely more on ServiceNow solutions and less on traditional structures. IT departments are getting overwhelmed with support requests from department heads to provide remote workers with updated content and tools.

How are you coping with providing your employees with all the answers they need when they are working remotely all the time? Hopefully this article can help. Here’s some key points you need to know:

Understanding the remote employee’s psyche

Staff (especially young staff) would rather find information out themselves, than ask a department point of contact (POC) whom they have never met before. This is their go-to way of taking initiative.

It is also a powerful attribute that you can use to your advantage. Why have various  departments like HR and IT establish a support function  answering the same questions over and over again? When they can address the question once using a ServiceNow solution which brings the answers to employees in a single portal.

How to use ServiceNow to provide an incredible employee experience

The Intellective product, Wonder (which integrates into ServiceNow)is designed to give your company its own unique employee digital experience in a matter of hours. This means that your digital identity is 100% stronger (only an estimation, of course), and your employees have a sense of belonging and camaraderie, even if they may not see each other. Believe it or not, remote workers do get lonely. 

Wonder can take the form of an enterprise wide portal which houses information such as: company news, employee bios, company policies, ways to get help, request items, frequently asked questions, point of contacts and MORE.

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Four factors to make your company's digital employee experience thrive

1. Personalized experience

  • Only show relevant information to the employee logging into the portal. E.g. if they are located in Canada and working in your Canadian branch, do not show them benefit information about your Mexico branch. 
  • Again, create a sense of belonging by having your employee see their name when they enter the portal. Integrate company news into their experience. 
  • Display the points of contact (POCs) the employee will be working with. Show their bios, contact information and photos (photos are important). Your employee can clearly see who they should get to know and build relationships with. As a nice touch, you could add a welcome message from each POC. This is especially needed for new hires as a way to integrate them into the organization. 

2. Allow unified search

Your employee should be able to earch across a range of media, such as knowledge base, requests, videos, apps, images and even other employees to get the most relevant information. This doesn’t only mean the titles, but the information inside videos, audio, images and documents should be searchable. 

3. Make it any other consumer app

There is no point in having a go-to ServiceNow portal which needs its own comprehensive user guide. Think of Uber, its main intent is to provide an intuitive service within the app. You can book, pay for, and rate the ride all in the app. And you have never had to read instructions so how to do that, the app guides you. Yes, your employees are not consumers of products, but they will consume information. It is important to encourage self-service by making information easily accessible. You need to provide the same experience as a consumer in the sense that…the employee gets what they need from the portal quickly, then gets out of the portal and applies that information to do their jobs. Your navigation and flow of information needs to be simple and concise.

4. Have a mobile first mindset

The employee experience has to work well on the mobile device. Even when working from home, there are tons of reasons why your employees would be using your portal from their mobile device. Do not restrict them to their desktop. People check their phones 100+ times a day.  It would be amiss to not meet users where they are. 

In light of the above, it’s important to start finding solutions which put more power in the hands of your department heads to deploy content quicker within the ServiceNow eco-system. This is where “Wonder” comes in. Intellective (the founder of Wonder) is deeply knowledgeable in the employee experience space. They have developed tools like Wonder to accelerate the development of such experiences in a matter of hours, which has helped many customers increase self service and employee satisfaction.

Wonder allows non-web developing department heads to quickly create and share information within ServiceNow across a unified space, enhancing an organization’s digital experience. This is why it’s such a wonderful tool (excuse the pun).