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4 ways to ensure your employee experience measures up

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By Michael Tyukodi | August 28, 2019

Taking any of these four steps will enhance the employee experience in normal times but until they can hold up in an emergency, we’ve still got work to do.

It was 2:30 a.m., I was traveling for work and my phone was ringing. Half asleep, I answer the phone to find my wife at the other end of the line. She began to tell me that my son was sick and that she needed to take him to the emergency room. While I’m the one who knows the most about our benefits, she didn’t know which ER was in our preferred network of providers.

For me, this was an easy question to answer. For most employees who may not be on top of the inner workings of their benefit programs, this may not have been an easy one.

In times where an employee needs information the most, does your employee experience hold up?

Here are four keys to improve the employee experience.

  1. 01

    Simplicity

    One of the first things you learn in any business writing class is KISS (keep it simple, stupid or keep it super simple). Somewhere along the way, HR has lost this basic principal. Yes, we all get excited about the details of the programs and the deductibles, copayments and plan limits. However, there is a time and place for that information.

    In most cases, those details are not critical. In all cases, simplified navigation to tools, resources and content is critical. All users can benefit from a simplified experience that gets you to the right information at the right time with no more than one or two clicks.

  2. 02

    Personalization

    By personalizing the employee experience, we can seriously cut down the noise. In this case, the noise is information that does not apply to a global audience. How many organizations have a benefits landing page that says something along the lines of “U.S. employees click here” and “Canada employees, click here”?

    The added weight of extra content inevitably causes delays in employees getting where they want to go. When we create a truly personalized experience, employees only see content and data that applies to them. This creates an experience that is relevant, timely and welcoming.

    By eliminating irrelevant content and navigation, we support the first key of simplicity as well.

  3. 03

    Mobile

    In the case of finding the right healthcare provider at 2:30 a.m., how many employees would need to log in from a company computer, log in to VPN and get to the company intranet, then to their HR benefits site and then to the tools and resources that they were looking for? My guess is a lot of them.

    In this day and age, you can’t really think about an enhanced employee experience and not think about mobile accessibility. As consumer technology evolves, employees have higher expectations of a consumer-grade experience. This includes accessing my benefits information any time and from anywhere — including my mobile device. HR has options to deliver a mobile-first employee experience like native apps, web-based apps, responsive design and bring-your-own-device policies.

  4. 04

    Connected

    Third-party vendors, HR systems, and corporate intranets can all handle inbound single sign-on connections. When time is of the essence, who wants to go through a multi-factor password reset process because you couldn’t remember how you incorporated one number, one capital letter and one special character into the website that you last logged into during open enrollment?

    HR has the opportunity to bring everything together under one umbrella and give downstream access to everything that your organization has to offer.

Granted, by improving any one of these four factors within your organization you will improve the employee experience. But, will it still hold up for an employee or spouse searching for an emergency room at 2:30 a.m.? Until we can say that it will, we still have work to do.

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Director - New Business

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