Transforming employee experience through a digital platform

Initial Problem Statement

Organizations have multiple individual apps to provide multiple services for the employees. Leave app, Timekeeper, Jira, Medical, Project Management, Work from office app, etc., remain as siloed apps without interacting with one another. Employees spend most of their time moving across multiple apps throughout their day to carry out their everyday tasks. This frustrates them and drastically reduces the employee experience which in turn affects the brand of the organization.

Secondary Research

Organisations have already embraced the idea of providing good customer service. They know that treating their customers well and ensuring that their needs are met has a direct impact on their bottom line.

But, are we focusing only on customer experience and not Employee Experience?

Primary Research

Since the organization considered for the case study was really large, we were able to conduct 30 User interviews of people who played key roles in the company and were able to reach out to 2000+ users through a survey. Below were the insights from the research.

Solution

How might we put employees at center, empower their productivity through technology, integrate with their lives, and provide an unparalleled employee experience from hire to retire through the internal platform.

We need to provide a platform that

Enables Intent
Inspires people
Be Inclusive
Immerse and Improve experience

Frictionless delivery of services

Moving across multiple company apps in mobile, hampers the employee experience. A platform need to be built that provides all the key services that an average employee would use on a daily basis without much emphasis on the individual apps. Employees should get benefited from the different services platform provides where all the company apps work coherently to provide it with the best customer experience. This removes the need for downloading multiple apps for multiple services. Bundling services from multiple apps into a single platform/super app enables frictionless delivery.

Delivering micro services intelligently to end users

Microservices helps in delivering faster business outcomes. Unbundling an app into multiple identifiable services has faster value delivery. For example, when a user searches for leave; Apply leave action, Leave calendar and Leave policies can be independent services that the user can access instead of opening the individual Leaves app itself that includes a lot of other modules. This enables quicker retrieval of information.

Leveraging multiple mobility mediums to deliver key services

With the advent of new devices in the market, it is vital for employee platforms to deliver services across multiple delivery channels. We need to acknowledge the shortcomings of each device and provide services that can offer maximum benefits to users. Identifying which services would benefit users on which device is key here.

Benefits of the proposed platform

This proposed platform acts as a super app integrating every company app to provide service
Increases user retention as additional functionalities gets added to the platform
One time log in to access a plethora of services not only improves experience but paves the way to access multiple services without the need for logging in multiple times.
Privacy of data and app permissions need not be managed separately
Marketing different apps would not be required thus saving time, effort, and cost