Companies long ago realized the importance of customer experience (CX) and user experience (UX) to their bottom lines. Now, a growing number of organizations understand that employee experience (EX) matters, too.
Leading organizations are focusing on EX – they are aware that workplace innovation and prioritizing employee well-being and empowerment leads to retention, productivity, and ultimately improved products, services, and customer experiences. Businesses are looking at experience more broadly and considering how conducting business impacts everyone ‒ customers, employees, partners, and society as a whole. These companies are striving to become more human-centered because UX, CX, and EX are all intertwined.
For example, an organization can boost CX by improving EX; on the other hand, if a company ignores EX, its UX may suffer.
We must focus on the interplay between EX and CX because the roadblocks and successes employees encounter throughout their day impact their interactions with customers. Engaged employees create engaged customers!
It sounds obvious, but companies often fail to understand how important it is to have fulfilled, engaged employees in order to provide a satisfying experience to customers. Mad* Pow's approach to experience innovation balances divergent thinking that inspires new ideas with convergent activities that focus teams on a shared vision and actions.
By using techniques like interviews, surveys, workshops, and focus groups you can get a baseline understanding of your employee engagement as it currently stands. Then, you can go deeper using other methods like observations, shadowing, and ride-alongs. This participatory discovery is an effective way to uncover unmet needs, challenges, envision new solutions. These insights get us closer to the solutions that will move the needle in employees’ experience – and it’s not something you can simply glean by just talking with people.
We believe in designing interventions that can provide enough exposure to behavior change techniques while minimizing user burden, fatigue, and attrition. As a company hoping to broaden and improve their employee experience, you must:
- Audit: Assess your current situation, identify, or refine outcome measures, target behaviors and digital actions, current and intended engagement patterns, and provide recommendations for improvement grounded in theory, evidence, and experience.
- Behavioral Research: Effectively changing a pattern requires that you diagnose behavioral problems, identify the systemic determinants to action or non-action, and implement change-inducing strategies.
- Engagement Strategy: Optimize your engagement to deliver the outcomes you are after.
- Intervention Design: Combine scientific rigor and creative ingenuity to design evidence-based, engaging, and effective interventions.
- Evaluation: Knowing if your intervention is working, and to what degree, is a vital part of the behavior change design process.
How We Support Employee Experience
Organizations routinely call upon Mad*Pow to help solve real-world problems that affect their employees' experience, thereby affecting customer and user experiences and the organizations' bottom line. We aim to deliver an impact on EX, UX, and CX while providing a financial return for our clients. Mad*Pow's critical areas of engagement with clients include the following:
- Experience strategy and service design by creating and implementing a vision collaboratively, as strategic allies, enables us to provide insight and understanding early in our design process and stay connected as advocates while designing ideal, innovative, effective, and enjoyable experiences. We observe and reflect with "a wide lens" and plan for a strategic, positive impact on the organization, the market, and people's lives.
- Organizational design and training by working with organizations to grow their maturity in innovation, collaboration, design, and human-centricity, we help them uncover ways to optimize and strengthen their ability to make use of individuals' talent and work together effectively to create great products and services
- Researching and testing utilizing rigorous protocols, we help uncover user-centered insights, both upstream and downstream, and make actionable recommendations.
- Building human-centered design by changing the ways people make decisions, understand challenges, frame opportunities, and crafting new solutions, prioritizing the human experience.
- Modernizing digital experiences while ensuring best-in-class seamless self-service experiences, including improved onboarding.
- Improving employee experience through digital engagement and increasing self-service and efficacy reduces friction, calls to the call center, and operating costs.
- Improving employee's health and financial well-being through design interventions ‒ guided by behavioral science and motivational psychology ‒ that change real-world behaviors to help people achieve health and financial well-being while also producing positive business results.
- Inspiring vision and instigating innovation while reinventing the employee experiences of the future, including benefits innovation, service experience innovation, and technological innovation, incorporating AI to optimize experiences.