I loved recording this podcast because it gives a look at the background and theory as well as practical experience, hints and tips for reviewing and improving Employee Experience. In this episode, I am joined by Lara Plaxton (@_Lara_HR on Twitter or here on LinkedIn https://uk.linkedin.com/in/lara-plaxton-7927aaa) who is the head of HR at FDM UK. Lara has a fairly unique perspective on employee experience as the work that FDM do, doesn’t necessarily match with the standard model. FDM support organisations and graduates, ex-forces and returners by placing graduates in client organisations but importantly, those graduates remain as employees of FDM. So FDM’s employees experience two (potentially) different cultures; one for being an employee of FDM and then working in a client’s business every day.
During this podcast, we explore some key terms and definitions around User Experience, Employee Experience and Design Thinking before going more specifically into what Lara and FDM do to measure and improve their employee experience. We cover some key things to think about, tips and techniques to review or improve employee experience and we delve deep into the thinking and theory behind this area.
As always, links and references:
Systems thinking
https://www.youtube.com/watch?v=V38HrPnYkHI – short video with Peter Senge
https://www.sciencedirect.com/science/article/pii/S1877050915002860 – research paper (open access)
http://amj.aom.org/content/58/1/1.short – short article on design thinking
http://onlinelibrary.wiley.com/doi/10.1111/j.0011-7315.2004.02611.x/full – Pullman and Gross (2004) Ability of experience design elements to elicit emotions and loyalty behaviors
https://www.wiley.com/en-gb/Interaction+Design:+Beyond+Human+Computer+Interaction,+4th+Edition-p-9781119020752 – Preece, Sharp and Rogers (2015); Interaction Design – Beyond Human-Computer Interaction
Employee Experience
https://en.wikipedia.org/wiki/Employee_experience_management – Short definition
https://www.forbes.com/sites/jeannemeister/2017/01/05/the-employee-experience-is-the-future-of-work-10-hr-trends-for-2017/#13666e8920a6 – summary article
http://www.tandfonline.com/doi/abs/10.1080/13678868.2014.886443 – Cascio (2014); Leveraging Employer Branding, performance management and human resource development to enhance employee retention
User Experience
https://en.wikipedia.org/wiki/User_experience
The Service – Profit chain HBR article
https://hbr.org/2008/07/putting-the-service-profit-chain-to-work
Moira Clarke 10 year causation analysis
https://www.henley.fi/wp-content/uploads/2017/04/Moira-full-article.pdf
Human Centred Design
http://www.tandfonline.com/doi/abs/10.2752/175630614×14056185480186 – Giacomin (2015); What is Human Centred Design
Gamification
https://www.routledge.com/The-Business-of-Gamification-A-Critical-Analysis/Dymek-Zackariasson/p/book/9781138824164 – Dymek & Zackariasson (2017); the business of gamification
Design Thinking
https://www.youtube.com/watch?v=U-hzefHdAMk – Video with Tim Brown CEO of IDEO
If you would prefer to read the podcast click here: Transcription – Episode 21 – Emotion at Work in Employee Experience