TI People reposted this
Whether you are an HR/PX, IT, GBS, Operations, or Business leader, you are in the midst of transforming some portion of the work people do. When I say the "work people do", I mean core work activities like... - Handle a customer complaint (customer service rep) - Identify new potential clients (sales agent) - Manage scope change (software developer) But also mean supporting work activities like... - Get expenses reimbursed - Get access to a new app - Learn a new skill If you are one of these leaders, you're without a doubt relying on and experimenting with new digital and AI tools that hold the promise of a lower cost to serve, better productivity and a better experience for your people. And your entire transformation business case hinges on people adopting the new tools and ways of working. So how do we ensure that? The answer is much broader than better change enablement. The multi-billion dollar adaption question is this: "Does this make my work activities easier, faster and better than before?” So does it? Many still don't know if their tools & interventions are. But there's a way to know, relying on specific experience metrics as a leading indicators to your transformation. Check out the visual below, and let me know if it sparks any reactions for you #work #worktransformation #digitaladoption #EX #EXmanagement
I'm here for the beautiful simplicity of this image! Great work Stephanie and thank you as always for sharing with us. Immediate thought was that those three endpoint indicators could be a product of any of the three preceding themes. For example, I'd see decreased reliance on support resulting in more productivity (no wait time) and a better experience (empowered, have the tools to do my job)... They're the most important things for the employee, as I'd wager most don't worry too much about the cost of the service.
As you know, I’ve been preaching it all along: prioritizing experience is the real key to successful transformation. Too often, businesses measure success by process improvements or cost reductions, but if people struggle to adopt the new way of working, none of that matters. Focusing on how work feels to employees is the strongest predictor of whether change will stick!
Love this!
翻译：
Digital Transformation, Experience & Organizational Design, Innovation
2moStephanie, this image is broadly aspirational but doesn’t say much. In essence it communicates a theory that if AI somehow makes things experientially better for people, they will be more likely to use it, and when they use it, great outcomes are more likely to somehow happen. That’s a theory I think every people-minded person wants to believe. The use cases I’ve seen so far have yet to explicitly target EX. For example software code development. LLMs have demonstrably saved time to code. However this is about efficiency not fundamentally making the role better or enhancing EX. What examples have you seen start with and target EX (having faith downstream outcomes will manifest) and give you the most confidence?