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The foundational idea — and the promise — behind digital employee experience platforms is they are about much more than technology. They add the human touch to the workplace experience. But to deliver on their value, EX platforms can’t just be regarded as another set of tools that target employee needs. Rather, they must engage employees in a holistic way.
“It's not just about what functionality we provide, but how it works, the device(s) that are being used, the environment the employee is in,” said James Robertson, digital employee experience expert, author and owner of Step Two Designs.
When planning to drive ROI from an EX platform, HR leaders should keep the following considerations in mind.
Key Features of an Employee Experience Platform
From the start, EX platforms must do at least one of two things, Robertson said: simplify or enrich.
They must either provide a new experience that simplifies employee processes and tasks, or they must enrich the experience in a way that’s meaningful for employees.
“This may involve offering integration between systems to cut complexity or providing a more 'human face' on enterprise practices that are more engaging for employees,” he explained.
There are several key features and components that accomplish at least one of these tasks. Here are five to consider.
1. Onboarding Tools
Onboarding solutions within an employee experience platform are a good example that ticks both boxes, said Robertson. “They streamline the onboarding process, automate key tasks, integrate with multiple business systems and make the overall experience more enjoyable for employees (and managers!).”
2. Intranet Integration
“Because a good intranet or digital workplace solves for much of the knowledge the workforce needs day-to-day, an employee experience platform should seamlessly plug into the company intranet,” said Brenda Luterbach, a technology change management professional.
3. Digital Assistants
Digital assistants can answer employee questions and streamline access to knowledge. And EX systems that provide a digital assistant are “another clear example that both simplifies and enriches the digital employee experience,” said Robertson.
4. Activities Hub
The right employee experience platform will serve as a centralized experience for employee processes and engagement initiatives, said Luterbach. She pointed to facets like onboarding, managing performance, learning and development, recognition and rewards, DEI tasks, health and fitness challenges, employee resource groups and more.
5. Engagement Metrics
The right EX platform will be smartly searchable, fully accessible and measurable, said Luterbach. Some platforms also have the ability to track and analyze user behavior and feedback. These features, she explained, provide “a simple way to see how people are engaging (or not) with all of the content and experiences.”
What’s not a key component of employee experience platforms? Refreshed versions of previous tools, Robertson said, “such as employee engagement surveys, employee self-service tools or online learning platforms.”
Related Article: What Is Employee Experience and Why Does It Matter?
EX Platforms Aren’t Just Another HR Communications Tool
Employee experience platforms stand out because of their laser focus on the experience for employees, said Robertson.
“It seems an obvious thing to say, but too many systems claim to address the employee experience but merely add new features or change how systems work behind the scenes.”
For an EX platform to truly work, it has to complement or connect to other HR and communication tools — like the company intranet.
“Performance management, learning and development platforms, DEI and other communities… I see [the EX platform] as the connective tissue for those systems, collecting overall sentiment and analytics about the experience,” Luterbach said.
Related Article: The People Analytics Technology Market Pivots in the Face of an Uncertain Future
What Are the Benefits of Implementing an EX Platform?
There is a lot an EX platform can do. Implementing systems that address employee experience can improve time to competency for new starters, increase employee engagement, improve retention and enhance productivity, Robertson said. “These aren’t small benefits!”
According to Luterbach, EX platforms should also establish a true partnership between HR, communications, IT, learning and development, strategic program management teams and anyone who manages company-wide goals and key initiatives.
Because of the breadth of the platform’s reach across the organization, she said it’s wise to include a strong change management team “and plan with active and visible sponsorship for any new technology platform anymore, especially if you are truly looking to improve employee experience.”
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Employee experience is most meaningful as a top-line strategic priority championed by senior leaders, said Robertson. “This enables the priorities and activities of multiple business areas (not just HR) to come together in a synergistic way, aligned with a clear goal of broadly improving employee experience.”
Related Article: The Action Is the Message: Why You Need Employee Engagement Data
Strategic Shifts Needed for the Future of EX Platforms
Employee experience platforms have a lot to live up to. They must simplify or enrich the working experience. And they must integrate seamlessly into the wider ecosystem of workplace tools, of which there are many.
Above all, the successful use of an EX platform necessitates a strategic shift, reflecting the modern understanding that positive employee experiences are a top demand.
To truly excel, organizations must wholeheartedly adopt this ethos, fostering an environment where everyone, from new hires to senior leaders, contributes and benefits.
