Service Overview

Workforce Persona Services

Adapt to the changing needs of your modern workforce

IT organizations are increasingly measured on employee experience and net promoter score in addition to costs, however many struggle to understand how to bridge the gap between what IT currently offers vs. what employees actually want. This understanding comes when IT adopts an employee-centric mindset.

When IT focuses on experience, employees are empowered to work smarter, having personalized content, devices, apps and data for anywhere, anytime access.

Understand what the workforce needs

Alignment of IT services, support and devices with the needs of the business becomes optimized with a persona-based operating model. Personas are a recommended mechanism to group employees together in order to optimize decision-making for IT. These groupings by persona make employees feel as if the experience is tailored just for them, making them more productive day one and beyond.

Dell Technologies is here to help you navigate your modern workforce transformation journey. Regardless if you are just getting started or are ready to take personas to the next level, our Workforce Persona Services will help you understand what your workforce needs to perform at their best.

Determine what to deploy

If you want to begin your persona-centric transformation journey with a foundational use case, such as End User Computing (EUC), then consider the Workforce Persona QuickStart Service.

Through this service, you will learn how persona research, such as identifying EUC workstyles, can help you make balanced decisions related to experience vs. cost, resulting in optimized device/ employee alignment and spend.

Through analysis of telemetry data, you will learn how employees use computing technology today, applications they are/aren’t using and other information such as mobility behaviors. With this information, employees can be grouped into personas aligned to the Dell recommended standard, closely aligned with their role and workstyle attributes. These personas can then be used by IT to optimize the EUC catalog, resulting in improved employee experiences.

Workforce Persona Services © 2020 Dell Inc. or its subsidiaries.

Essentials

Why Workforce Persona Services makes sense for today’s IT organizations

Identify the right devices, apps, and data for employees to work at their best

• Inspired, engaged

employees • Improved technology

adoption • Optimized costs for IT and

the organization

Improve worker experiences and balance costs by moving to a persona-based operating model: providing the right devices, apps and data to your workforce

Tailor personas to employee needs

Personas are a powerful “decision-making” tool that can benefit many areas within IT. If you want to expand the use of personas to a broader set of use cases beyond EUC, consider building a strategic decision-making framework with the Workforce Persona Strategy Service. In this service, we will categorize your employees into custom personas applicable to your business, defined through a combination of data collection, analysis and interviews. This will provide unique insights about your workforce which can be used to validate assumptions around the IT delivered products and services they need to perform their job. The resultant strategic decision model can be leveraged or expanded upon, to tailor and personalize experiences across many different areas within IT. Understanding your employees needs to build the right set of personas for your business is an important step in transforming IT into a persona-centric organization. Adopt a persona-centric operating model With a strategy in hand, the next phase of a persona-centric journey would be to make it real. With the Workforce Persona Adoption Accelerator, you can begin to incorporate personas into your day-to-day IT operating model for a more employee-centric approach. This approach is best realized with key success factors such as:

• Operationalize employee personas—A good place to start is by operationalizing digital experience management platform(s) and supporting processes in order to map employees to personas defined in your strategy. The resultant data can then be used to align IT services to them.

Some of these supporting processes can include alignment of the existing ecosystem of relevant HR, IT, identity and facility solutions in place today. We will identify data gaps and define the approach for integrating and synchronizing the available data. A persona-centric operating framework will be defined to outline required roles and responsibilities to maintain a governance program. This includes the processes and procedures impacted by personas and any required changes to key processes to utilize personas.

• Measure and manage worker experience—Making persona research and telemetry a sustained part of your IT operating model, by frequently measuring how employees feel about their experiences, is necessary to better understand how your employees work and to empathize with your workforce.

Combining data collected form digital management tools with EUC and work style statistics, service and support statistics, HR statistics and more importantly, worker sentiment and satisfaction, provides the best insight into your workforce. Worker sentiment is an area overlooked by many organizations, but in fact, measurement of how they feel, just not knowing their behavior and usage patterns, is the only way you know if what you gave them makes them feel productive and satisfied with what they have. These insights can be aligned to the persona for a more personalized experience, and used to realign the right device, apps or data as defined persona needs change. Design IT Services with Personas—Now you can make it real. Choose the services most important to the business and optimize the services to map to the experiences you defined. Using these examples, making it real could include:

• Prioritize your IT roadmap using your new persona framework

• Optimize specific services such as EUC (including devices and peripherals), Microsoft 365 and ServiceNow

• Validate/Update curated content, such as the IT portal, corporate intranet, HR portal, etc.

• Provide compelling ‘what’s in it for me’ communications for successful adoption and change management

• Create an eco-system of support that IT provides, better aligned and effective for employees

Workforce Persona Strategy Service can help you: • Map users to custom defined

personas • Identify key technologies required

by each persona • Optimize IT costs to align with

actual usage

The Result: Improved Employee Experiences You will be ready to realize a persona-centric operating model and set of aligned services that transform your IT organization into an employee experience team focused on user experience, capable of measuring sentiment, and providing improved services and experiences to your workforce. Summary of Benefits Our Workforce Persona Services will help your IT organization adapt to the changing expectations of the modern workforce to compete in today’s economy. By transforming into an employee-centric organization, you can deliver inspired experiences that are truly tailored, personalized, empowering and productive. Realize a productive and satisfied workforce, ensuring that you can attract and retain critical talent for years to come.

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