When it comes to an employee’s work environment, only 13% of the workers feel they are completely pleased with it, claiming that it totally satisfies their expectations. Meanwhile, 46% feel their expectations have not been satisfied in any way.
Although those Gartner Research findings relate to overall employee experience, there's no denying that how employees engage with their technology has a huge impact on how they feel about their day-to-day job. Who hasn't been annoyed by slow-loading software or network issues?
Here are the top 5 reasons why your IT team is struggling to personalise digital employee experience (DEX):
Lack Of Proper User Communication Channels
Knowing what people want and need is the foundation of customization and personalisation. That implies that whether the users are end customers or co-workers, IT cannot infer or presume what they want from their technology. IT must be willing to listen to and learn from users. As a result, IT requires good means to collect that data and use survey results and feedback comments in their design and delivery processes.
It's critical to have technology that has a computing context. IT teams require tools to assist them in determining the best moment to ask an employee a question, provide information, or create a line of contact.
The ‘One-Size Fits All’ Delusion
Technology standardisation has its advantages, but few, if any, firms have personnel that all operate in the same way. As a result, IT must not only identify but also accommodate the reality that various people and teams have diverse technological requirements. IT departments that fail to do so are likely to experience a spike in employee dissatisfaction, poorer employee engagement, and possibly shadow IT.
IT support can create an experience that genuinely matches each employee's job demands by arranging individuals into unique technological personas.
Inaccurate User Personas
Researchers are frequently used by developers and designers to generate personas that reflect people, their requirements, preferences, and ambitions. Personas can be helpful in keeping engineers focused on the user, but they can also be troublesome if they aren't well-crafted to represent distinct staff groups. IT will more likely miss the point on the solutions they're building for the represented users if the personas are too broad, incomplete, or incorrect.
Incorrect KPIs To Measure Progress
According to past research, there is a distinct disparity between how IT perceives its delivery of technology services and solutions and what the rest of the business thinks. That's hardly surprising, given that according to a Nexthink report, 46% of companies don't monitor their employees' digital experience at all.
By integrating both hard technical measures and essential employee feedback and sentiment data, IT should build key performance indicators that give a comprehensive view of the employee work experience.
Relying Only On Service Level Agreements (SLAs)
If a tech issue visible to IT is resolved under SLA-only governance, the issue is shown to be resolved on paper and nobody does anything about it. This is not only inaccurate in terms of measuring an IT system's success or failure; it may also have dire consequences, such as customer loss, dissatisfied staff, and a major decline in income.
The Nexthink report mentioned above also indicated how much busier IT departments have been in recent years, with 70% of IT executives claiming that ticket and phone volume increased in 2020, with the majority reporting rises of more than 50%. Many IT teams, on the other hand, lack solid governance structures and modern technology like automation to enable them better manage urgent demands and discover why certain issues arise in the first place.
By taking a more comprehensive view of technical data and the employee computing context, experience level agreements (XLAs) may give wise recommendations for IT procedures. IT is prompted to evaluate the interactions of its user base, not only the resolution of an issue, under an XLA structure.
Bright Horse can help you establish personalised XLAs and enhance your digital employee experience. Contact us now!