From Ford to Facebook, many of the top CEOs believe that happier
employees take better care of the clients. As businesses find newer ways to
ensure their employees are productive even when working remotely during the
ongoing COVID-19 crisis, Employee Self-Service (ESS) portals have become a
critical factor in ensuring the same. While most of the company’s focus on
providing UX design services to
enhance their clients’ digital products and legacy systems, companies that
invested in Employee Experience (EX) are reaping rewards right now even though
the on-going pandemic has changed the way people work.
A survey conducted by Trend hunter suggested that an average
worker spends over 100 minutes every workday trying to find information and
duplicating communication. This is largely due to software systems having a user interaction design that hampers
the end-user journey. User Experience (UX) design plays a key role in
determining how effective ESS portals are, especially at a time when the
workforce is working remotely.
Designing Applications That Co-exist
On an average workday, an employee has to interact with multiple
web & mobile applications. The focus of the organization should be to adopt
an omnichannel approach to design, thereby ensuring the employees do not have
difficulty in completing tasks. This holds even truer for domains such as
Telecom where an employee is multitasking between different applications while
servicing the customers. The onus of omnichannel employee experience thus falls
on a thoughtful and intuitive UX design.
Focusing On The End-Goal
If an organization is hiring a dedicated UX design service agency, defining the end-goal of the application
or any employee self-service portal is important. The design should be tailored
to ensure both the customer and the employees have limited hurdles in
completing the desired tasks. An effective Intranet portal can have a massive
impact on productivity if the employees can easily access the information they
seek.
Tracking The Effectiveness
The impact of an intuitive UX design leading to better customer
experience or employee experience should be trackable. As with any other asset,
an investment in design does not come cheap and thus clearly defining the Key
Performance Indicators (KPIs) helps in understanding the effectiveness. Aside
from analyzing the hard metrics, organizations should also survey the employees
and customers on a regular basis to understand if the technology is meeting
their needs.
As organizations continue to tackle the impact of COVID-19, the
importance of an intuitive design will rise. ITCube’s proprietary framework
CUBE EDGE leverages the power of effective design to enable digital
transformation amongst businesses looking to enhance the employee experience.
From a heuristic evaluation of the current legacy system to finessing the
product experience for the customer, our UX design and strategy services are designed to have an everlasting impact on
the organization.
