Liana Dragoman writes on UX magazine about the role of experience design in employee empowerment.
“It has become increasingly important for customer-focused organizations to turn their lens on employee engagement or how employees connect with, think about, and process their work in meaningful ways.
Design researchers and practitioners — in addition to CEOs — have learned that in order to enable positive service experiences that yield increased customer satisfaction, organizations have to empower employees in authentic ways. In addition, employees who have a strong sense of shared purpose, the time and space to perform work appropriately, a synergistic work culture that aligns with their motivations and goals, and access to employee-centered resources (digital and otherwise) tend to collaborate seamlessly, develop innovative products, and deliver satisfying customer experiences.
Mutually beneficial work environments built around nurtured, reciprocal human relationships have the potential to increase an organization’s creative output and eventual profit margins but can also enhance people’s lives in the process. This is what success can look like.
The methods of experience design uniquely situate experience designers to address employee disengagement in textured ways. By uncovering the root behavioral causes and co-producing solutions with employees, experience designers can create the right kind of resources, which empower organizations to own their desired change over time.
As employee experience design is not a tidy activity, this article will focus less on concrete deliverables or step-by-step how-to-recommendations. Instead, a working framework is presented to assist experience designers in thinking through their own process-centric approaches and solutions.”