Tag Archive | employee experience

Employee Experience at Tieto

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I attended a talk about Tieto’s employee experience this week and it was very inspiring to learn how Tieto make use of Jacob Morgan’s thoughts on employee experience to strive to be the best on the market for both employees and external customers.

Jacob Morgan is the father of the Employee Experience Equation, which essentially means the combination of technology, physical space and culture that create the employee experience. Tieto have adopted this model to create their employee experience, something that plays a crucial role at Tieto to not only to hire and retain the best talent, but also as based on their own research, it directly translates to the customer experience.

This was very interesting to learn as even though the topic was employee experience, the customers were put at the heart of the service. Even though internal customers are just as important as the external ones, we often tend to design services with the external customers in mind first, but should not forget the impact an organisation’s internal customers (i.e. employees) have on the value that customers create.

The Employee Experience Equation in practice

As Morgan discusses, the employee experience boils down to 3 areas. At Tieto, these mean the following:

Technology

Having the best technology in use that makes working more efficient. When new technology is being considered, the employees are interviewed to increase buy-in. Data privacy and security also plays a big role as Tieto employees are experts in this, the same standard is required from the technology choices.

Physical space

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One of the best-known examples of the physical space within the employee experience at Tieto is the Empathic Building which can be experienced in the Keilaniemi offices. The Empathic Building allows a completely new way of interacting with your colleagues from finding their location based on tags they wear (all voluntary so if an employee feels like they don’t want to be tracked, they don’t have to) to seeing which rooms and desks are free. But the physical space is a lot more, there are a variety of spaces employees can choose from depending on what their day looks like (from quiet spaces to group working areas or even areas meant just for relaxing). There is also an in-house Support Centre where anyone can get help with their IT or healthcare, which is one of the key areas that Tieto employees feel is important.

Culture

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With over 15,000 employees globally, creating a culture of inclusion has been very important. The aim of Tieto culture is for everyone to feel included, valued, respected and heard which is achieved by celebrating diversity and bringing employees from different locations together, either digitally or physically. There are, for example, several Tieto Communities where likeminded people can network within the company and learn from each other.

 
Tieto are continuously investing in their employee experience and it was great to hear how they have utilised the Employee Experience Equation. If you ever get the chance to visit the Tieto offices, I can warmly recommend them as it serves as a nice inspiration for what employee experience can look like.

Employee experience – same same, but different?

 

In the global conference of service design network, held in Madrid last week, theme was service design at scale. Why was employee experience one of the topics that rise into discussions for the first time at this scale? Is employee experience the same as wellbeing of employees?

Service design is known to be really good in problem solving: creating services, that answer the customer´s unmet need.  But characteristic to this era is that all organizations struggle with large scale implementation especially in non-digital services. Number one reason why change initiative fails is employee resistance and management behavior. In service design terms, delivery phase, but more commonly known as implementation, is the phase, where the recognized reason for failing is the lack of employee adaptation. One answer to this is working with employee experience (EX), which brings service design from strategic level work to practice and explores the topic from the employee, but also from the business side as well.

Continuous change, fast pace of technology development, new tools, channels and methods has led to a situation where employees are really struggling with their workload and are feeling overwhelmed. They are drowning in the amount emails and information coming and are often stuck in ineffective meetings. More and more is added, but are the existing processes and working methods supporting the wanted need?

 

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Slide by Carla Rocha Mohairs , Businers, to point out the the different wants that affects on the employee experience

Designing employee experience can tackle the challenges. It means organizations need to shift their focus on understanding employees´ needs and start designing concepts and solutions from this perspective. If you are now thinking free beer and candy bars, I want to high light that EX investigates it from a far wider perspective: What are your people thinking? What do they say to you? How do they feel? What do they actually do? After understanding the reality and their unmet needs, we should be thinking how can we relief our employees work? As I wrote in my previous post, integrating systems and channels and designing something the future can design further are definitively aspects to consider together with the development of culture and way of working.