Matthew Roberts – InFocus Blog | Dell EMC Services https://infocus.dellemc.com DELL EMC Global Services Blog Thu, 18 Apr 2019 17:47:36 +0000 en-US hourly 1 https://wordpress.org/?v=4.9.7 Workforce Success – It’s Not Just About the Technology https://infocus.dellemc.com/matthew_roberts/workforce-success-its-not-just-about-the-technology/ https://infocus.dellemc.com/matthew_roberts/workforce-success-its-not-just-about-the-technology/#respond Wed, 03 Apr 2019 09:00:13 +0000 https://infocus.dellemc.com/?p=37912 In the digital workplace, personas and worker profile data are the foundation of workforce transformation. Once you understand your workers, you can build personalized experiences with the right content, apps, data and devices for anywhere, anytime access. More broadly it’s about IT adopting a worker-centric mindset and aligning IT services, support and solutions with the […]

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In the digital workplace, personas and worker profile data are the foundation of workforce transformation. Once you understand your workers, you can build personalized experiences with the right content, apps, data and devices for anywhere, anytime access. More broadly it’s about IT adopting a worker-centric mindset and aligning IT services, support and solutions with the needs of the business.  With this understanding, your organization is better armed to address the human side of change and more easily gain “buy-in” of IT services. This particularly impacts the speed of adoption of new technology with quick on-boarding of new systems and processes.

Start your persona journey by identifying and defining the personas that exist in your environment. Use a combination of robust data collection, desk-side observations, focus groups, interviews and analysis to define your personas. Don’t be afraid to think broadly about workers’ needs here. It’s important to be open-minded to worker feedback about what IT may or may not be providing today – this opens the door to truly delivering experiences that matter. Once you’ve done that, you can determine the exact experiences, services and support each persona requires, so you can deliver the right solutions and options to your workers.

Persona and Profile-Based Personalization Framework

Most organizations will create a layered persona strategy by defining “enterprise”- or “workforce”-level personas that can be leveraged in almost any solution (EUC, Data Center, Intranet, HR, etc.) and then leverage a more dynamic second level of key attributes that influence exactly what solution or experience the worker receives.

Regardless of how the persona structure and layers are organized (e.g. work-style model vs. role-based model), the four major attributes that are most commonly leveraged in these workforce personas are:

  1. Functional job role (typically grouped at a macro level such as Knowledge Worker or Developer)
  2. Organization (business unit, department, operating company or whichever level is highest and most indicative of the worker’s needs)
  3. Location (Theater, region, country, etc.)
  4. Work style (remote, corridor warrior, etc.)

The combined persona framework is then used as a strategic decision model that each specific solution can leverage or expand upon for their unique needs. For example, the EUC solution team can take this workforce persona framework and add to it some unique attributes or aspects that only apply to EUC such as application entitlements – but the resulting personalization model will be based in the same workforce persona foundation that other solutions teams are using. There are two approaches for defining personas – either by roles or work styles as shown in figures 1 and 2 below.

Figure 1: Example of personas by role.

 

Figure 2: Personas defined by work style.

Personas and worker sentiment analysis techniques help you understand and empathize with your workforces’ needs based on how they actually work and set the foundation for further optimization. Performing annual IT surveys on how your organization is doing is no longer sufficient for today’s ever-changing workforce. It’s important to measure worker sentiment on a much greater frequency and with more specificity.

Which Worker Profile Attributes to Capture

Organizations need to balance the desire to personalize experiences with need to comply with well-intended laws and regulations that protect the privacy of workers.  Attributes such as HR demographics should be off limits to avoid the risk of bias and discrimination. The list below are examples of the highest value worker attributes to focus on when allowed to be used by your organization.

  • Organizational business unit
  • Role / job title
  • Executive, manager or individual contributor
  • Location which includes primary work location and current work location
  • Workstyle such as on-the-go-pro, desk-centric, etc.
  • IT assets inclusive of devices (company managed, BYOD) and application entitlements
  • Security posture (highly regulated roles vs. general workforce)
  • Colleague network (who do you interact with, who are your peers in different organizations)
  • Most frequently apps and content

Leverage Robust Worker Profile Data to Create Personalized Experiences

The corporate workforce is provided specific tools, applications and platforms to get their jobs done, offering little choice as to what works best for them. As an example, corporate intranets are the face of the organization to your workers, with the objective to help them access what they need and feel connected to the organization culture and strategy. However, too often companies use a one-size fits all content approach, often failing to accomplish the very purpose the intranet was developed – empower workers.

What’s missing is a focus on personalization. It’s in the organizations’ best interest to make the employee experience as productive as possible, allowing the workforce to get their job done with the least amount of friction.  Ensure that your organization considers introspective questions such as:

  • Does our technology support the modern workplace?
  • What technology is needed to enable better productivity while ensuring security?
  • Have we simplified the consumption of IT resources?
  • Are employees able to effectively collaborate using the right technology for the way they work?
  • How do we best enable users through a personalized worker experience?

Insights from these reflections must then be aligned to the personas and worker sentiment analysis to position your organization to deliver the right computing experience on whatever device the worker uses – whether provided by IT, Bring Your Own Device (BYOD) or VDI, etc. Without this deliberate awareness and IT self-reflection, workers may not receive the right device, apps or entitlements needed to be reach their full potential, resulting in frustration and potentially attrition.

What Does Delivering a Personalized Experience Really Mean?

The workers’ profile is the basis for providing a personalized experience. Apps they use should understand who they are (key attributes), what they care about (role) and their organization. Workers are frustrated when required to create and update their profile in multiple apps. They prefer to create one profile, which is intelligently leveraged by all their apps and platforms, to understand who they are in terms of role, responsibility, rights and skills.

Examples of how organizations use robust profile data to personalize the worker experience are:

  1. Metadata / taxonomy-driven content organization – While search engines continue to improve, a foundational layer of context can dramatically improve results. Leverage “flat” content structures that can be dynamically displayed in different groupings and collections based upon key metadata values.
  2. Persona-driven audience targeting – Define personas and audience segments based upon profile attributes, locations, business unit, skills, or other values. Tag content, knowledge, and KPIs/data as being relevant or useful to those groups.
  3. Self-identification of interests –  Give each worker the ability to self-select their preferences to further tailor their experience. Provide follow and subscribe capabilities (e.g. people, topics, tasks and data, etc.) to prioritize and push the content workers see.
  4. AI-driven suggestion and recommendation engine – Artificial intelligence tools and machine learning are becoming prevalent in the enterprise. Harness these tools to suggest people, content, or topics that are likely to be of interest to your workers. VPAs and bots can provide additional assistance to help workers find what they need. These ‘recommendations engines’ can help workers prioritize where to focus their time and can lead to unexpected and valuable results and connections.

Armed with these techniques, organizations are better able to deliver targeted content and more personalized recommendations, resulting in increased productivity and job satisfaction.

Measure Worker Sentiment and Satisfaction

There are new ways of working, new types of workers and greater expectations around experiences in the workplace.  Most workers are accustomed to powerful tools, data and applications on their personal devices and expect the same or better in their work experiences. In order to attract and retain talent, organizations are spearheading worker-centric initiatives. However new initiatives alone aren’t enough.  Sustained, comprehensive measurement of progress is essential to delivering worker experiences that matter.

So, what should be measured?

  • Worker sentiment and satisfaction are obviously key for retaining talent. Many customers use Employee Net Promotor Scores and or annual surveys to measure worker satisfaction. Annually is not nearly often enough and these approaches are typically not granular enough. Use modern experience management tools to gather rich data sets such as satisfaction with devices, performance, connectivity and application health. These tools also allow you to micro-segment and micro-target workers with small polls to get direct feedback on areas where IT is looking for insights. Armed with all this data, IT can more frequently correlate worker sentiment trends with IT changes and future improvements.
  • EUC and work style statistics such as:
    • % of time on/off network, onsite/remote
    • % of time on each device (if multiple are used)
    • % of time using shared spaces (e.g. conference rooms)
    • Application usage (what is being used and not used)
    • Adoption of preferred collaboration / productivity tools (e.g. Office 365 apps and services vs. traditional/legacy, OneDrive vs. email attachments)
  • Service and support statistics:
    • Use of and adoption of self-service mechanisms like bots, KB, communities and chat tools
    • % of tickets and incidents that are workforce related
    • Growth or decline trends in quantities
    • Reduction in time-to-resolution
    • Reduction in use of help desk for basic/mundane items that could be done via self-service
  • HR statistics
    • Retention or attrition rates
    • New hire time to productivity
    • Desired % of remote workers

Organizations recognizing that workforce transformation is needed, often start by changing their operating model and organizational structures to emphasize the need for change. A desire to deliver better worker experiences is inspiring organizations to add non-traditional IT roles such as Chief Experience Officer and Head of Employee Experience. Aligning with this workforce focused trend, IT organizations are embracing a service provider mentality with success metrics based on worker satisfaction and adoption rather than cost and budget.

Develop a Plan for Impactful Experiences

Understanding the workforce is the first step to deciding how to deliver truly impactful worker experiences.  Taking a persona-based approach is fundamental to delivering worker experiences that are powerful, productive and satisfying. By measuring worker sentiment frequently and adapting to their changing needs your organization will be better positioned to attract and retain talent.

If you’re struggling to put a plan in place to develop the right personas, you’re not alone.  Many organizations often require help from an outside source – one who has the experience and refined processes for understanding your workforce. Dell Technologies ProConsult Advisory, based on our AS-IS/TO-BE methodology, was designed with situations like this in mind.

You can also learn more about our perspective on the modern Digital Workplace by downloading our eBook Empower the workforce with consumer-grade, personalized experiences.


If you’re planning to attend Dell Technologies World in Las Vegas, attend our session Get your strategy and transformation programs on track on Tuesday, April 30th at 1:30 to see how we can help you develop a plan for achieving your vision.

 

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Planning for Modern, Personalized Worker Experiences – How Good Is Your Plan? https://infocus.dellemc.com/matthew_roberts/planning-for-modern-personalized-worker-experiences-how-good-is-your-plan/ https://infocus.dellemc.com/matthew_roberts/planning-for-modern-personalized-worker-experiences-how-good-is-your-plan/#respond Tue, 05 Mar 2019 18:00:08 +0000 https://infocus.dellemc.com/?p=37742 Worker experiences are a top of mind initiative for many organizations. Most workers are accustomed to having powerful tools, data and applications at their disposal on their personal devices and expect the same or better experience in their work environment. Vying for and retaining top talent requires organizations to enrich worker experiences or risk losing […]

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Worker experiences are a top of mind initiative for many organizations. Most workers are accustomed to having powerful tools, data and applications at their disposal on their personal devices and expect the same or better experience in their work environment. Vying for and retaining top talent requires organizations to enrich worker experiences or risk losing talent. For organizations looking to embark on workforce transformation initiatives, Dell Technologies’ new ProConsult Advisory Services can help develop a plan that aligns key stakeholders around a common strategy with a roadmap for transitioning from current to future state using our AS-IS / TO-BE methodology.

Explore Real-world Customer Engagements

In most cases, customers already have a vision of what they’re trying to do, but often struggle to gain alignment with key stakeholders and build consensus on the right plan. Three recent customer engagements with our ProConsult Advisory Services focused on workforce transformation initiatives all had a common theme. These customers knew they needed to do something but were unclear of what good looked like or how to get there.

Customer A – Workforce Persona Strategy

This customer had embarked on a comprehensive plan to modernize their end-user computing technology solutions, which coincided with a strategy for getting current and staying current with Windows 10. They essentially wanted to stay ahead of Microsoft’s deadlines. As part of this initiative, the customer had a strong desire to move towards a persona-centric model for determining the right computing experience, application entitlements, support services, security posture and other IT solutions to target for each worker segment. They wanted to drive cost efficiencies (bundles and packages) and consistency in the options provided to their workers. However, cost was only part of the equation.

Their worker experiences were central to their initiative. Additionally, they wanted to increase satisfaction through targeted content and tailor options to each worker based on their persona. The customer agreed with our vision for creating a persona-centric framework and operating model – one that can be applied to all IT solutions not just end user computing. Our engagement consisted of a combination the ProConsult Advisory Service focused on defining their persona-centric strategy and roadmap for 6 weeks and our Workforce Persona Strategy offer to help them formally define their initial personas and understand current worker sentiment and satisfaction.

Customer B – Multiple Workforce Initiatives

Competitive pressures to compete for and retain top talent were the motivators for this customer to spearhead several workforce centric initiatives – Office 365, intranet portal, IT portal, persona definition as well as communicating change and driving adoption of these new services. Worker feedback indicated the organization wasn’t keeping up with the times in terms of tools and experiences. Located in an area of the country not known as a technology hub for talent, they wanted to focus on delivering exceptional, personalized experiences to increase worker satisfaction, productivity and retention.

They had some ideas of what they wanted to do such as:

  1. Measure worker experiences (not just once, but often) with the ability to track trends and identify problem areas in real-time.
  2. Introduce some self-healing and self-service capabilities to workers, avoiding the need for traditional IT support involvement.
  3. Drive full adoption of Microsoft Office 365 workspace and business productivity services.
  4. Efficiently deliver EUC services through more automation and alignment of the whole ecosystem based on a persona-centric model.
  5. Transform the face of IT into a consumer-grade marketplace easing how the workforce consumes and orders IT services – a byproduct is an overall improved IT sentiment.

While these initiatives may seem separate, they’re very much related by a common theme of personalized worker experiences and satisfaction.

The customer had a vision, however lacked a cohesive strategy that incorporated all these projects into a unified transformation strategy with common dependencies and business benefits. Our consulting services are helping them with:

  • A client deployment assessment
  • Workforce persona strategy
  • ProConsult Advisory Service focused on overall workforce transformation

Our ProConsult Advisory Service is the springboard for developing a cohesive strategy around workforce transformational experiences along with a roadmap and benefits analysis for getting from their current AS-IS state to their future TO-BE state.

Customer C – Office 365 Ecosystem

This customer is in the highly regulated industry, requiring careful planning and sequencing around everything needed to fully deploy and adopt the Office 365 ecosystem. They wanted to plan and execute adoption of the following:

  • An overall persona strategy
  • Office 365 Readiness – core components, network and directory services, and identity management.
  • Exchange Online
  • SharePoint Online
  • OneDrive for Business
  • Office 365 ProPlus

Their objectives were to deliver modern worker experiences, while realizing the productivity benefits of the Office 365 tools.

They looked for a partner who could help them identify all the considerations around Office 365 – most importantly security and compliance – before embarking on their migration.

Approval from senior management hinged on providing a formal business case, which is where our ProConsult Advisory Service for Office 365 came into the picture. Our engagement centered around identifying what will it take to migrate and how long will it take – all packaged into a transformation plan for their executive team.

Start with a Well Thought Out Plan

A successful journey starts with a well thought out plan. How detailed your plan needs to be depends on your specific business requirements. Available in 1 day, 3 week, 6 week or completely custom engagements, our ProConsult Advisory Services can help you develop a plan for realizing your workforce initiatives. Contact your Dell Technologies representative to learn how we can help you plan your transformation initiatives or visit us on the web www.dellemc.com/proconsultadvisory to learn more.


Discover Dell Technologies’ vision for the future and learn new capabilities, how to reinvent processes, innovate faster and create value that will change the game for your business & career. Register for Dell Technologies World today.

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Trends Impacting Digital Workplace Strategies https://infocus.dellemc.com/matthew_roberts/trends-impacting-digital-workplace-strategies/ https://infocus.dellemc.com/matthew_roberts/trends-impacting-digital-workplace-strategies/#respond Tue, 15 Jan 2019 10:00:07 +0000 https://infocus.dellemc.com/?p=37272 Technologies such as machine learning, bots, virtual personal assistants, augmented reality and virtual reality are being leveraged in the consumer world to enrich experiences and adapt based on preferences and behaviors. Organizations likely already have teams and solutions in place for things like digital workplace portals, unified communications, content management, etc. However, there are emerging […]

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Technologies such as machine learning, bots, virtual personal assistants, augmented reality and virtual reality are being leveraged in the consumer world to enrich experiences and adapt based on preferences and behaviors. Organizations likely already have teams and solutions in place for things like digital workplace portals, unified communications, content management, etc. However, there are emerging technologies in the consumer world that are already starting to make their way into the enterprise workplace. Some of these are quickly gaining maturity in their application for real-world use cases while others are at the beginning of the adoption curve. Let’s explore some of the use cases and target scenarios where these technologies are being applied.

Machine Learning

The self-driving car is all about writing software to teach the car how to drive itself. Underpinning that is machine learning based upon telemetry provided by sensors and cameras. The smart thermostat uses machine learning and sensors to determine when you’re home and when you’re not to set the desired temperature for your house.

So how can this be applied in the enterprise? Machine learning is one of the most broadly applicable technologies that can be applied to almost anything.  Within enterprise organizations, machine learning techniques are being embedded in apps and platforms – promising to make them smarter and more relevant to workers. For example:

  • Dell Client Command Suite proactively provides personalized suggestions and recommendations based upon an individuals’ (and their colleagues’) interactions and behaviors in the context of Microsoft Office 365.
  • Dell Client Command Suite uses machine learning to notice patterns of problems that workers are facing with their PCs to help improve support and over time deliver self-healing.
  • Big Data – The collection, storage, processing, and analysis of the organizations’ data is at the heart of Machine Learning. These machines can only learn if there are mountains of data to analyze so patterns can be determined, and actions can be taken.

Bots

Bots have become prevalent in the consumer world, most notably in the messaging and chat industry. We now see most major companies deploying bots to represent their brand and interact with consumers directly within chat platforms such as Apple iMessage, Facebook Messenger, SnapChat and others.

Organizations are looking at bots and robotic process automation for areas such as knowledge management, application integration and personal productivity boosters. Bots range from the mundane “if this, then do that” to the more complex with the ability to answer questions from integrated platforms (HR, CRM, ERP, etc.) on demand. Some bots even do these things automatically, without the worker asking for the information.

  • Travel and Expense Support – When a charge hits a workers corporate card, a bot could create a corresponding expense report and entry item.
  • Desktop Support – Bots that attempt to answer and solve problems for workers, using machine learning and available support content.
  • Microsoft Teams – Workers can leverage bots to retrieve data, tasks and notifications from a variety of platforms and in turn make business decisions on where to focus their time.
  • Microsoft Dynamics 365 for Sales and Customer Service – Customer service departments can utilize bots to deflect routine questions, promote self-service and free up agents to focus on areas where they are more effective.

Virtual Personal Assistants (VPAs)

In the consumer world, Amazon, Google and Apple, among others, all create voice enabled smart home devices that allow us to control our homes through voice activated commands. Apple, Google and Microsoft have had virtual personal assistants embedded in our devices and operating systems for years that similarly allow us to control those devices and accomplish tasks such as researching questions on the internet, making a call, sending a messaging, etc. Consumers use VPAs in their personal lives to answer questions, accomplish tasks and control the environment.

VPAs are an emerging technology for enterprise organizations. The enterprise workforce wants a consumer-like experience at work. They want the same capabilities and more, such as accomplish tasks, manage priorities, and control their surroundings. They’d like voice capabilities in their workplace for issuing commands and making suggestions to help them find information. Organizations are connecting their key content platforms with VPAs to accelerate the speed and ease which workers can access enterprise data and content (CRM, ERP, intranet, HR). Some examples are:

  • A worker could use the Cortana VPA within Microsoft Windows 10 to ask her to retrieve the latest travel expense and policy document. In this case Cortana would have to be connected to the organizations intranet or HR portal to be able to retrieve that on behalf of the worker. The benefit should be obvious – the worker wasn’t required to launch a browser and navigate to a portal, they simply had to ask a question.
  • Workers could use the Siri VPA on an iPhone to tell them when their next meeting is scheduled and what the meeting is about.
  • Organizations that tie Google Assistant into their CRM data would allow sales people access their latest sales forecast for the quarter.

Augmented Reality (AR) and Virtual Reality (VR)

The possibilities are endless with The Growing Demand for AR/VR in the Workplace (by Daniel Newman, Principal Analyst for Futurum Research), promising to bring collaboration, training, demos, marketing and more to new heights. Consider the productivity gains if workers could engage and collaborate with colleagues around the globe as if they were together in the same room, or train in environments that are difficult, if not impossible to reproduce, where they can do no harm.

  • Enterprise organizations can enable more engaging meetings with remote workers by enhancing existing meetings with virtual reality. It holds the promise of making virtual meetings more immersive and analogous to meeting in person.
  • For training scenarios, VR can be used to teach a safety officer how to respond to a simulated chemical spill. Another training scenario using AR could be used to enhance CPR training manikins where it appears to be lifelike.
  • AR is starting to work its way into scenarios such as product design, where a designer can interact with prototypes and ideas in a simulated 3-D space at their fingertips.

Summary

With these emerging trends, organizations have decisions to make about where to invest.  Do they go the path of niche solutions that support specialized needs, deploy pre-integrated platforms and ecosystems (that may not yet have all the capabilities) or employ a multi-layered strategy which could be a combination of both? Whichever path is chosen, organizations should consider employing automation and intelligence to deliver a better experience for their workers and allow them to do their jobs more efficiently.

Dell EMC Consulting Services can help with embedding automation and intelligence enablement tools into your ecosystem, contact your Dell EMC Sales Representative to learn more.

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Empower the Workforce with Personalized Experiences (Infographic) https://infocus.dellemc.com/matthew_roberts/empower-the-workforce-with-personalized-experiences-infographic/ https://infocus.dellemc.com/matthew_roberts/empower-the-workforce-with-personalized-experiences-infographic/#comments Thu, 13 Dec 2018 11:30:46 +0000 https://infocus.dellemc.com/?p=37090 Workers want their work experiences to take a page from the consumer world with rich features and functionality that are personalized and super easy to use. The line is blurring between which tools are used at work and at home. It’s no longer of a matter of “good enough”. Enrich Worker Experiences or Risk Losing Talent […]

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Workers want their work experiences to take a page from the consumer world with rich features and functionality that are personalized and super easy to use. The line is blurring between which tools are used at work and at home. It’s no longer of a matter of “good enough”.

Enrich Worker Experiences or Risk Losing Talent

A new generation of digital natives is poised to step into the workplace, Gen Z – born in the mid-1990s and beyond. According to the study Gen Z: The Future Has Arrived, 91% of Gen Zers, say the technology offered by an employer would be a factor in choosing among similar job offers. The trend is clear – delivering a unique and productive worker experience is becoming essential. To attract and retain talent, organizations must create a better work experience.

4 Tools and Techniques to Create Change

  • Personas are the foundation of workforce transformation
  • Leverage robust worker profile data to create personalized experiences
  • Enterprise user experience applies consumer techniques to enterprise applications
  • Focus on adoption and change management for long term rewards

Read examples of what good looks like in real-world solutions, by viewing our new eBook ‘Empower the Workforce with consumer-grade, personalized experiences

 

 

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4 Tools and Techniques to Create Change and Empower the Workforce with Personalized Experiences (eBook) https://infocus.dellemc.com/matthew_roberts/4-tools-techniques-empower-workforce-with-personalized-experiences-ebook/ https://infocus.dellemc.com/matthew_roberts/4-tools-techniques-empower-workforce-with-personalized-experiences-ebook/#respond Thu, 13 Dec 2018 11:30:43 +0000 https://infocus.dellemc.com/?p=37081 Workers want their work experiences to take a page from the consumer world with rich features and functionality that are personalized and super easy to use. The line is blurring between which tools are used at work and at home. It’s no longer of a matter of “good enough.. Enrich Worker Experiences or Risk Losing […]

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Workers want their work experiences to take a page from the consumer world with rich features and functionality that are personalized and super easy to use. The line is blurring between which tools are used at work and at home. It’s no longer of a matter of “good enough..

Enrich Worker Experiences or Risk Losing Talent

A new generation of digital natives is poised to step into the workplace, Gen Z – born in the mid-1990s and beyond.  According to the study Gen Z: The Future Has Arrived, 91% of Gen Zers, say the technology offered by an employer would be a factor in choosing among similar job offers. The trend is clear – delivering a unique and productive worker experience is becoming essential. To attract and retain talent, organizations must create a better work experience.

Machine learning, bots, interactive voice and virtual personal assistants, augmented reality and virtual reality are key technologies being leveraged in the consumer world to enrich experiences and adapt content based on preferences and behaviors. These same consumer trends are now emerging in the digital workplace as well as new ways to make workers productive. The objective – make it easier for workers to do their jobs with the list amount of friction. Learn more about our perspective, download the eBook ‘Empower the workforce with consumer-grade, personalized experiences‘.

Tools and Techniques to Create Change

Personas are the foundation of workforce transformation – Understanding the workforce is the first step to deciding how to deliver truly impactful worker experiences.  Start by segmenting workers into clearly defined groups. Determine the exact experiences, services and support each group requires, to deliver the right solutions and options. Define these groups by using a combination of robust data collection, desk-side observation, focus groups, interviews and analysis.

Leverage robust worker profile data to create personalized experiences – Too often organizations use a one size fits all, “take it or leave it” approach; which to their detriment impacts worker productivity and innovation. What’s missing is a focus on personalization.  The workers’ profile is the basis for providing a personalized experience. Apps workers use should understand who they are (key attributes), what they care about (role) and their organization.

Click on the infographic to view in full size.

Enterprise user experience applies consumer techniques to enterprise applications – Organizations have done a lot to consolidate and standardize platforms and applications in the workplace, however they remain largely inflexible and often don’t deliver the experience or value workers require. While features are important, the experience is equally as important and often an after-thought or not considered at all. Given enterprise applications are accessed by a variety of personas, the ideal scenario is to minimize the applications’ complexity with a well thought out experience.

Focus on adoption and change management for long term rewards – Moving to a new way of doing business is a cultural change for the organization. A comprehensive, persona-driven approach to driving change and adoption allows targeted and tailored awareness, communications, education, governance and help assets to be more effective. A persona-driven model will better position organizations to reap the rewards and benefits of a more productive, happier workforce.

Examples of what good looks like in real-world solutions – Transforming the worker experience starts with having the vision to see beyond what’s always been done.  The examples below illustrate the art of the possible, when old ways of thinking are abandoned.

  • A Productive Intranet – Empower the workforce by aggregating and connecting content, notifications and data from different tools and platforms into one cohesive experience. Move away from one-way communications to personalized interactions for finding information quickly.
  • Dynamic Team Collaboration – Evolve from document-centric sharing repositories and email-based communications to persistent chat-centric team workspaces. Workers want tools and digital workspaces that allow them to collaborate with colleagues from anywhere, at any time.
  • A Self-Service IT Experience – Break down the barriers between the workforce and IT with a robust marketplace and ecosystem of self-service designed to change the focus from opening tickets with IT, to delivering the outcomes workers want. Designed from the workers point of view, it delivers an intuitive experience and elevates IT sentiment – all while IT maintains control behind the scenes.
  • Empower Development Teams – Enterprise developers are often the backbone of digital business. These unique personas require a specialized, developer-obsessed section of the IT portal that focuses on delivering what they need – primarily because they prefer APIs and pipelines to get what they need. Deliver project-ready compute resources and DevOps tool chain integrations on-demand along with persona-based dashboards to maximize team productivity.
  • Enable Smarter Selling – Arm sales teams with intelligently tailored CRM tools and connected collaboration experiences to help them sell more effectively. When done right, this frees them to better engage customers, foster relationships through authentic, personal engagements, build trust and grow revenue. A personalized CRM solution can make the difference between a sales process the field struggles with or one that helps them achieve new heights of productivity.

Helping organizations transform to create lasting change – If you’d like to understand our perspective in more detail download our eBook ‘Empower the workforce with consumer-grade, personalized experiences‘.

Summary

At Dell EMC, we believe every organization needs to adapt to the changing expectations of the workforce to compete in the modern economy. Dell EMC Consulting Services can help. Our workforce transformation consulting practice has deep industry expertise designing and delivering modern, consumer-grade experiences. We have a diverse team with a mix of specialized skills to help organizations with services such as personas and enterprise UX, end-user computing, team collaboration, enterprise business apps and custom digital hubs and portals.

Contact your Dell EMC Sales Representative to learn how we can help you empower your workforce with consumer-grade personalized experiences to unlock creativity and collaborate in new, innovative ways.


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Developers Are Important – Their User Experience Matters! https://infocus.dellemc.com/matthew_roberts/developers-important-user-experience-matters/ https://infocus.dellemc.com/matthew_roberts/developers-important-user-experience-matters/#comments Tue, 10 Apr 2018 09:00:47 +0000 https://infocus.dellemc.com/?p=34675 Development teams and enterprise IT teams are often at loggerheads with one another, not because they can’t get along, but because their goals and objectives are sometimes misaligned. Enterprise IT aka the “Resource Police” Ask developers and they’ll say they just want an API so they never have to talk to anyone in IT.  Why?  […]

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Development teams and enterprise IT teams are often at loggerheads with one another, not because they can’t get along, but because their goals and objectives are sometimes misaligned.

Enterprise IT aka the “Resource Police”

Ask developers and they’ll say they just want an API so they never have to talk to anyone in IT.  Why?  Because they just want to write code and they’re frustrated with their current experience and bureaucracy.  From the developers’ point of view, enterprise IT are the “resource police”, taxing them with slow, out of date processes and procedures, impacting their drive to write code and create value for the business in new and creative ways, in the fastest time possible.   But for the enterprise IT team, it’s just not practical to hand over APIs for everything that developers want.  They recognize the need to support the development teams, yet their goals and objectives drive them to ensure security, control, resiliency and lifecycle management of resources through ticketing – which are often the very processes that tend to slow the developers down.

So in a way, the developers are right!

The Heart of Digital Business

Solving this dilemma takes a bit of a twist on thinking.  Watch any commercial on TV and you can’t help see a common theme from insurance companies, to hotels, buying a car, applying for a loan and more.   There’s a huge focus on making it extremely easy for customers to get what they want in the fastest time possible.

So why should developers be any different? They’re internal customers after all and developers are at the very heart of how these organizations are delivering these cool user experience focused apps, iterating quickly to add new features and capabilities.   In the modern digital economy, developers are essential to how companies are differentiating their value in the market.

Here’s where the twist comes in.  Enterprise IT needs to think about solving this dilemma from the developers’ point of view – figure out how to give them the best experience possible, period!   Now this doesn’t mean a catalog and ticketing portal where they answer 20 questions or fill out all kinds of forms for the IT team.   That makes it easy for the IT team, not the development team.

So What Does ‘Good’ Look Like?  

We believe our customers need to deliver a modern development productivity hub to address these challenges. Our expertise leads us to these key tenets for delivering this developer obsessed experience:

  • Change the focus from requesting and ordering stuff in a catalog to helping developers start working on their project in the fastest time possible. Let me use an analogy: shift from asking developers to order ingredients and bake their own cake to just letting them order cake – or eat cake, if they like!
  • Enterprise IT needs to deliver a CI/CD pipeline which provisions environments, installs and configures all necessary software, establishes connections to the DevOps toolchain and is permissioned and ready for the developer to start working.
  • Behind the scenes (invisible to the development team of course), the IT team can still organize their services in catalogs, enforce operational policies, issue tickets for tracking progress and update their CMDBs, while providing additional orchestration in order to deliver the experience developers want.
  • Deliver persona-based dashboards that aggregate data from the entire toolchain to provide all stakeholders with visibility into the status and progress of every aspect of the development lifecycle, eliminating the need for a myriad of emails, meetings and constant nagging of the developers.
  • All of this needs to be done with a consumer-grade, mobile-enabled experience – fast and simple – from the development teams’ point of view.

Reality Check, Please

But will this make the enterprise IT teams’ life a living hell to manage? Not at all.

The IT team still has the control they need, while delighting the development team. There’s no more hesitation from the development team to give up resources because they know they can get them again quickly. The IT team can enforce strict lifecycle management, which helps them meet their security, patching and operational objectives, but not at the expense of the developers’ experience. The IT team has happy, productive developers, while at the same time they gain visibility into real resource usage and the demand for automating and integrating the toolchain. This makes it easier for the IT team to plan and deliver even better experiences for the development team.

Does this sound like nirvana to you? Something unattainable in the real world? Well, it’s not.

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