How HR Tech Design is Fostering Human-Centric HR Services

April 5, 2022 James Waite

Technology is often described as being cold and impersonal, particularly when it comes to how it’s applied in the workplace. It’s easy to say, “no one likes a chatbot” or “people like talking to a real, live person,” but the numbers might surprise you. In fact, 81% of workers indicated they prefer a self-service option before reaching out in person according to a recent report from  Everest Group.

However, the option to talk with a live person will always be a critical part of the employee experience journey. But in today’s increasingly digital world, people expect to get the information they need immediately and will look for the path of least resistance to find answers to their questions. Technology, such as automated texts, emails and chatbots — tied together with the right platform — can be orchestrated to enhance your personalized messaging and deliver the most relevant, meaningful content to employees on-demand while guiding them towards the next best action. 

 

Enabling human-centric experiences with technology

Automation technology has been around for years, and that’s exactly why it can be so helpful. At this point, most employees are familiar enough with texts, emails and chatbots and willing to adopt them, thus enabling more proactive, seamless engagement opportunities for HR to meet employees where they are and “at the moment of need.”

Many HR groups utilize web portals or an app that employees can download for quick access. These can be helpful resources, but they also introduce the opportunity for the employee to miss needed actions because you’re relying on them to locate specific pieces of content. You’re assigning them a task to do, which can create friction and barriers to adoption such as employees not understanding what they are supposed to do, not wanting to download another app or simply forgetting to complete the task.

With tools like automated emails and texts integrated into a single platform and employee profile, you can orchestrate the entire employee journey and follow up with them in real-time as needed for a frictionless, human-centric experience.
 

A system-driven approach to personalization  

Providing a human-centric experience means delivering highly personalized content and engagement. With 20% of U.S. workers expected to work from home permanently post-pandemic, prioritizing employees’ needs has become increasingly important. There are hybrid workforce dynamics for organizations to consider today that add complexities around how to best serve people — whether they are working in office or remote.

People analytics is an essential tool in improving HR capabilities - from transaction-based decisions to strategic planning and partnership with the entire organization and supporting greater organizational agility.

For example, HR may have data in an employee profile that tracks their start date and can tell that they haven’t enrolled in their benefits. With the right platform and employee journey management, you could automatically trigger a workflow notification to that employee with an email link to complete their enrollment and a quick bullet list of benefit FAQs. You might also send a text message with a link to a chatbot that can walk them through the options without ever involving an HR representative. In this scenario, the employee is supported with efficient access to resources and the organization removes manual effort through data, smart automation, and a system-driven approach.

 

Technology can provide seamless engagement  

A solid, automated HR system brings together humans and technology to build a better employee experience overall.

If you think, for example, about an employee requesting a leave of absence (LOA) — it’s frustrating for the employee if they have to repeat their information (and their story) to various managers and HR contacts throughout the request process. A well-designed system can collate information needed and apply business rules to get the LOA approved in advance. Then, it can free humans to focus on good governance and approving the LOA – providing the employee with the answers they need so they can get on with their work and plan their availability in a timelier way.


Systems can scale for long-term resiliency  

While HR experts can learn a great deal from each interaction they have with employees, it isn't always easy for those experts to share what they learn broadly.

But if those learnings are applied to AI that becomes a little smarter with every interaction, your HR team will be empowered with greater knowledge and insights to inform swift action. It puts the best, latest information in the hands of all HR professionals and can help break down silos. By tying together people, process and technology, HR and the organization have a constantly up-to-date view of where each employee is in their respective journeys.

Or, taken a step further, HR can even help identify broader talent trends that impact the overall organization. HR must be aware of, and master, trends in talent acquisition, productivity, and retention to build long-term resiliency for the organizations they support.

 

Elevating your workforce through digital transformation 

Using technology in thoughtful new ways can help your workforce become more effective. By prioritizing human-centric design thinking with meaningful digital experiences, companies can increase employee job satisfaction, reduce attrition and recruit the best talent.

Learn more by visiting our website or downloading our eBook, HRO 4.0: Reinventing the HR Function. 

About the Author

James Waite

James is a Solution Architect in Conduent’s Human Capital Solutions business. He is a senior-level digital, data and technology professional specializing in solution innovation and implementation to transform and optimize organizations. He has gained extensive and recent international experience in UK, Switzerland, France, Ireland and Luxembourg, setting up and managing business change teams to deliver true value for organizations. Previous employers include Accenture, Capgemini, Greater London Authority and Pontoon Solutions (Adecco Group).

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