Welcome to the · Livework is a global service design consultancy that combines a unique blend of...

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Welcome to the

27 November 2019 - Livework Rotterdam

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Presentation contents

Topic Slide

About Livework 3

Livework’s latest thinking on Employee Experience 11

Collaborative roundtable exercises + filled in examples 30

Contact information 35

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About Livework

Introduction

Livework is a global service design consultancy that combines a unique blend of design and business thinking, with 18 years’ experience helping clients achieve profitability through customer-centered projects and programmes.

We literally wrote the book on Service Design (several of them, in fact).

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Since 2001 Livework has worked on over 1500 projects for more than 400 global brands, startups and public sector organisations to achieve customer and business impact.

18 years of creativity and impactAbout Livework

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The services we provideAbout Livework

Livework believes excellent customer experiences can only be provided by organisations that also have great employee experiences. For almost 10 years we have been applying our understanding of human motivations, drivers and behaviours - from our customer experience work - into the domain of employee experience.

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We want to contribute to creating a more

human and service oriented world with a

positive impact on the way people live and

work, on business, society and the planet.

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From industrial design To Service Design

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Creating a shared understanding and establishing common language.

Humancentered

Dedicated to fully understanding human needs, expectations and hurdles. Understanding humans at multiple levels: users, customers, consumers.

Insights and concepts

Co-creative & collaborative working

Co-creation, facilitation and stakeholder engagement enable to align around a vision and ensure commitment and seamless delivery.

Holistic horizontally & vertically

Horizontally: understanding the full end-to-end service model across all touchpoints.Vertically: full stack organizational alignment.

Experimentalnature

Best solutions are the result of experimentation, trial, failure and learning. De-risking launch and increasing chances of adoption.

Transformativepower

Service design has the potential to transform the way organisations deliver and capture value.

Service design fundamentals: Key principles

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It’s all about emotions

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Question 3: When is value created? Connecting CX and EX

11Liveworkstudio.com London Rotterdam Sao Paulo Livework Studio © 2019

Employee Experience

Livework’s latest thinking on the topic

27 November 2019

Liveworkstudio.com London Rotterdam Sao Paulo Livework Studio © 2019

Photo by Kristopher Roller on Unsplash

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Employee Experience(EX)

A few recent examples

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● Improved productivity● Improved morale● Sharpens strategic thinking and skills● Stimulates competition● It’s a good way to use space in the office

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Expectations

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Reality

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What is happening here?

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51%of HR leaders considered Employee

Experience a key priority in 2019Gartner, 2019

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Employee Experience in metrics

6% with excellent Employee Experience

Other 94%

● 2,1 × average revenue

● 4,4 × average profit

● 2,9 × more revenue per employee

● 4,3 × more profit per employee

Jacob Morgan - The Employee Experience Advantage

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Steps for Employee Experience

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Steps for Employee Experience

Don’t forget to plan! But how...

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Employee lifecycle

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Employee lifecycle

When starting ⇢ Taken care ofDuring work ⇢ Being trusted

⇢ Where should the experience improve?

● Identifying various phases of being an employee

● Recognising that employee needs vary during the phases

● Identifying current and desired experiences for each stage

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The EX pyramid⇢ How should the experience improve? ● Analysis of 6 models

● Validated with HR professionals of several large organisations

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Collaborative exercises

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Please try to select a phase in the employee lifecycle that you think is crucial to improve. Explain the employee pain point(s) and how they impact the organisation.

Identify key opportunities to improve Employee Experience along the journey

Collaborative exercise 1

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Rate how you think your organisation currently performs on the five employee needs during your crucial phase. Which need is most important to improve?

Select one best practice intervention based on the need you want to improve. How could you translate it to your organisation?

Selecting high impact Employee Experience interventions

Collaborative exercise 2

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Thank you

@liveworkstudio@theliveworker Livework Studio

ContactRosa Storm

Service Designer

+31 615 598 363rosa@liveworkstudio.com