Design thinking meets HR process transformation

Crafting the HR customer experience: An ongoing series

Design thinking meets HR process transformation
Posted by Kraig Eaton, Katy Norris, Maribeth Sivak, and Lauren Seidman on January 10, 2017.

Your organization is responding to disruptions that are simultaneously impacting your business and your workforce, driving changes in the way your enterprise runs, and intensifying the need to focus on the customer experience to drive growth. As an HR leader, you understand the critical linkage between your company’s business strategy, workforce performance, and HR. This includes HR’s role in promoting a positive employment brand that both attracts candidates and serves HR customers throughout the employment life cycle. But how do you craft HR processes that deliver? How do you delight and engage the workforce (and potential workforce) at the moments that matter most? The answer may lie in applying design thinking to HR process transformation.

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Next up for L&D: Crafting a compelling learner experience

Next up for L&D: Crafting a compelling learner experience
Posted by Mary Slaughter on September 22, 2016.

We’re starting to see an emerging trend, not only with our clients but also in the learning & development (L&D) space in general: an emphasis on learner experience. It’s showing up in people’s titles, it’s being reflected in conference agendas, speakers, and attendees, and it’s becoming a rallying point for organizations that want to shift from a training culture to a learning culture. Here’s a look at what’s driving the trend, and ways organizations can become part of it.

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Design thinking in action

Crafting the HR customer experience: An ongoing series

Architecting the HR customer experience: Design thinking in action
Posted by Michael Gretczko, Marc Solow, and Maribeth Sivak on September 20, 2016.

What if you could deliver an HR customer experience that is analogous to what big online retailers are doing to create a customized shopping experience, one in which HR customers are able to clearly see their options, access information, and take action more easily? What do you think the impact might be on your employment brand, retention, and engagement ratings? By applying design thinking to reimagine and architect the HR customer experience, companies can deliver an experience that feels more like a world-class retail experience—one in which HR customers perform activities digitally, both at their computer and on the go, in a way that can increase both engagement and satisfaction. Here’s an example of design thinking in action.

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