Crafting A Seamless Employee Experience

“The most important thing is the end-user partnership…getting their input is critical. The quicker and more transparent that feedback loop is, the more valuable whatever you’re implementing is going to be.”

Aaron’s job is to keep the digital tools and applications running smoothly and securely for over 300,000 employees and 2,200 stores across North America.  He orchestrates complex, multi-year projects implementing software, building new capabilities, and running data analytics.  On this episode, Aaron talks about how the hard work behind the scenes makes for a seamless digital employee experience.

“You want to make sure when you’re getting employees some communication, it’s concise.  If there’s an action they need to take, it’s easy to follow along.  And that you’re not giving it to them too early or too late in the process.  It’s a tough balance to make when you’re dealing with those frontline workers, but it’s important.”

• Design with input from the end-user.  
• Acknowledge when something isn’t working as soon as possible and switch directions. 
• Look to the data to find out what is or isn’t working.

“It’s a very thankless job and you don’t always get noticed, especially for stuff that’s supposed to be seamless.  You’re not going to get a high five or a congratulations on those big moves, but you’re certainly going to get recognized when you screw it up, especially when it makes the end user’s life more painful.  It takes time to build that back up by providing business value.”