Developing Employee Experiences with Service Design and Play : Case Personal Development Toolkit
Hakala, Livia (2020)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020121929667
https://urn.fi/URN:NBN:fi:amk-2020121929667
Tiivistelmä
Employees are individuals with different roles, responsibilities, attitudes, goals, motivations, values, dreams. Such complexity must be acknowledged in the new way organizations design their relationship with employees, especially when it comes to personal development at the workplace. Thinking of employees as customers can be the key to promote meaningful employee experiences and consequently improve business outcomes such as higher employee engagement, alignment, retention and satisfaction.
The present study examined personal development from the employee perspective, within the context of a case company employing about 50 professionals in the consulting business. The selected theoretical foundation comprised of concepts in organizational psychology, management, employee experience design and play theory. As for main results, service design methods and play principles were used to connect with employees, map needs and expectations, generate insights, identify priority opportunities and prototype solutions to facilitate personal development experiences for creative knowledge workers.
As for main outcomes, a toolkit was developed to refresh personal development approaches at the workplace by empowering employee ownership and co-design. Five templates and one set of feedback cards offer opportunities for collaboration in improving employee self-awareness, envisioning futures, defining achievable goals, supporting reaching achievements and celebrating growth. Furthermore, these tools can also contribute to organizations helping them empathize and develop a whole employee perspective, as well as nurture alignment of values and goals between individuals and teams.
The present study examined personal development from the employee perspective, within the context of a case company employing about 50 professionals in the consulting business. The selected theoretical foundation comprised of concepts in organizational psychology, management, employee experience design and play theory. As for main results, service design methods and play principles were used to connect with employees, map needs and expectations, generate insights, identify priority opportunities and prototype solutions to facilitate personal development experiences for creative knowledge workers.
As for main outcomes, a toolkit was developed to refresh personal development approaches at the workplace by empowering employee ownership and co-design. Five templates and one set of feedback cards offer opportunities for collaboration in improving employee self-awareness, envisioning futures, defining achievable goals, supporting reaching achievements and celebrating growth. Furthermore, these tools can also contribute to organizations helping them empathize and develop a whole employee perspective, as well as nurture alignment of values and goals between individuals and teams.