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How to measure the success of your digital experience platform

Experts say employee experience is the next competitive frontier. In fact, a company’s ability to meet the digital needs and expectations of employees will directly impact how well they can attract and retain talent.

A digital experience platform, also known as a DXP, is an integrated set of technologies companies can use to unify enterprise business systems into a single portal. A DXP combines personalized notifications and customized workflows to help employees be more effective at work and build engagement within the workplace. And while many companies recognize the potential benefits of using a DXP, they are often uncertain on how to measure its success and ROI.

Align with goals

As with any investment, a DXP should be tied to company goals. Though every company has unique objectives and challenges, most businesses use a digital experience platform to:

  • Increase productivity by automating repetitive tasks and streamlining access to information.
  • Provide a seamless, single-platform interface that integrates with existing enterprise systems, such as Office 365, Oracle EBS, SAP Concur, Workday, etc.
  • Improve employee time management through the use of personalized notifications and customizable workflows.

A modern digital experience solution should also provide analytics which can be used to identify organizational opportunities. For example, a portal page that receives a lot of traffic might be converted into a quick link for easy access. A page that receives less traffic than expected may not be as useful as anticipated, or it could signal that additional staff training is necessary for the page to be used effectively.

Measure employee adoption

The degree of employee adoption is a simple metric organizations can use to identify the success or failure of their DXP solution. Adoption can be evaluated using the platform’s analytics to measure employee usage over time or with the help of adoption delegates who assist with rollout, provide training, and gather user insights.

Slow or incomplete adoption by staff typically occurs for one of two reasons: lack of training or ineffectual deployment. When employees don’t understand or experience time savings from new systems, they resist converting.

One of the ways to ensure successful adoption is to seek employee feedback and avoid a “lift and shift” implementation. “Lift and shift” describes a scenario where established workflows are simply transferred to a new system along with their perennial inefficiencies.

Employee feedback is key

In order for a digital experience platform to succeed, it must be based upon ideas and input from employees. A 2017 study of North American workers found:

  • Only 12 percent of employees were regularly asked what would make a great workforce experience.
  • 50 percent of employees surveyed had never been asked what would improve their workplace experience.

Broken IT processes are one of the main reasons people quit their jobs. The solution? Redesign processes to focus on the employee and embrace new technology.

A successful DXP eliminates bottlenecks and overly-complicated systems that negatively impact productivity. For a manager, this might be automatically approving expense requests below a certain dollar amount or recurring PTO requests. Frontline staff may benefit from a self-service portal where they can submit facilities requests or swap shifts with other staff members.

A modern digital experience platform, developed with employee input, can improve employee efficiency, increase, engagement, and provide consistent, secure and personalized access to information. For HR professionals and company stakeholders, measuring the success of a digital experience platform can be measured in improved productivity, profitability, and employee enthusiasm.

Topic: Digital workplace

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