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Enhancing engagement through employee experience design
(2019)
IT alalla ja työllistää noin 300 ihmistä. Kohdeyrityksen työntekijäkokemusta muotoiltiin yhteiskehittämisprosessissa työntekijöiden kanssa. Opinnäytetyö vastaa tutkimuskysymyksiin: kuinka työntekijät kokevat työpaikan, kuinka hyvin yrityksen kulttuuriset...
Employers are competing in attracting and retaining the best talent in the job markets. Global trends of employee mobility across the countries, growing transparency in organizations and technological changes increase the competition and the employees’ possibilities to choose the best places to work. Organizations have started to pay attention to their employee experience (EX) and the ways to engage the employees, but little research has been done so far on the possibilities of service design in developing EX or enhancing engagement. The aim of this thesis is to examine how to enhance employee engagement. This is done by applying service design methods and process in the case company that is a Finnish IT company employing about 300 people. The EX of the case company is designed in an iterative and co-creative process with the employees. The thesis answers to research questions of how the employees experience the workplace, how well the company’s cultural aspirations correspond to the employees’ needs and how the employee engagement could be strengthened in the future. Although the research results are case-sensitive, the applied process and service design methods can be used as a model in developing EX in different organisations. The topic of the thesis is studied through a theoretical framework of EX, engagement, talent management and Service and Customer Dominant Logics. It is proven that good EX strengthens the employee engagement, which in turn improves employee’s performance at work. An engaged employee feels fulfilled at work and associates positively with the employer on an emotional level. Talent management provides a framework for examining the EX through the viewpoint of an employer, which is important, since the EX is the perception on the relation between employer and employee. Service and Customer Dominant Logics recommend putting the customer, in this case the employee, to the centre of actions and processes. By changing the angle from the employer to the employees, it is possible to design truly engaging experiences for them. As a result, both the individual and organisational performance improve. The service design process along the Double Diamond model was applied in the EX design of the case company. The employees were interviewed, and the insights from the employee data were analysed. The versatile EX of the case company was visualised in personas and employee journeys in order to present the holistic experience. Finally, solutions for the chosen EX topics that relate to engagement drivers were co-created with the employees. The designed solutions answer to some of the most pressing needs of the employees of the case company that were learning and innovations. It was found out that individualised solutions have the possibility to empower employees to co-create their experiences and to engage them strongly. At the same time, the designed solutions answer to the need of the case company to develop ways of working along the company’s cultural aspirations. By considering the needs of both of the parties, it is possible to form a strong basis for mutual engagement and design meaningful EX. This leads to a chance for the company to become a great place to work and a possibility to attract and retain talent who is engaged....
Employers are competing in attracting and retaining the best talent in the job markets. Global trends of employee mobility across the countries, growing transparency in organizations and technological changes increase the competition and the employees’ possibilities to choose the best places to work. Organizations have started to pay attention to their employee experience (EX) and the ways to engage the employees, but little research has been done so far on the possibilities of service design in developing EX or enhancing engagement. The aim of this thesis is to examine how to enhance employee engagement. This is done by applying service design methods and process in the case company that is a Finnish IT company employing about 300 people. The EX of the case company is designed in an iterative and co-creative process with the employees. The thesis answers to research questions of how the employees experience the workplace, how well the company’s cultural aspirations correspond to the employees’ needs and how the employee engagement could be strengthened in the future. Although the research results are case-sensitive, the applied process and service design methods can be used as a model in developing EX in different organisations. The topic of the thesis is studied through a theoretical framework of EX, engagement, talent management and Service and Customer Dominant Logics. It is proven that good EX strengthens the employee engagement, which in turn improves employee’s performance at work. An engaged employee feels fulfilled at work and associates positively with the employer on an emotional level. Talent management provides a framework for examining the EX through the viewpoint of an employer, which is important, since the EX is the perception on the relation between employer and employee. Service and Customer Dominant Logics recommend putting the customer, in this case the employee, to the centre of actions and processes. By changing the angle from the employer to the employees, it is possible to design truly engaging experiences for them. As a result, both the individual and organisational performance improve. The service design process along the Double Diamond model was applied in the EX design of the case company. The employees were interviewed, and the insights from the employee data were analysed. The versatile EX of the case company was visualised in personas and employee journeys in order to present the holistic experience. Finally, solutions for the chosen EX topics that relate to engagement drivers were co-created with the employees. The designed solutions answer to some of the most pressing needs of the employees of the case company that were learning and innovations. It was found out that individualised solutions have the possibility to empower employees to co-create their experiences and to engage them strongly. At the same time, the designed solutions answer to the need of the case company to develop ways of working along the company’s cultural aspirations. By considering the needs of both of the parties, it is possible to form a strong basis for mutual engagement and design meaningful EX. This leads to a chance for the company to become a great place to work and a possibility to attract and retain talent who is engaged....
