Four Steps to Create Better Outcomes
JG Summit Digital Transformation Office (DTO)
Building better choices for customers | Enhancing experiences of partners and employees | Learning together
Launching a digital product is not just about switching a button or activating a site. The process behind it is purposeful, in order to address the customers’ behavior, motivations, and even frustrations.? At the JG Summit Digital Transformation Office (DTO), we’re guided by a 4-step process to come up with solutions that help make things better for both our internal and external customers.?
The Gokongwei Group’s Employee Service Portal is a result of a thorough process of launching digital products, the same process introduced and applied by the DTO to its other projects.? With this portal, gone are the days when employees would search for work and benefit-related inquiries from many different sources.?Answers to these inquiries are now available at the portal created by the cross-functional JG Summit Employee Experience team, which included DTO members.?
Take a look at how this deliberate process helps create a useful, reliable solution like the Employee Service Portal.?
Step 1: Discover?
What it is for: Understanding your customers’ perspective, what they have to go through, and how they feel about these.?
What it is not: Assuming that what you want is what your customers also want.?
How the Employee Experience team did it:?
In 2018, revamp for an HR portal was due. Meetings were spent planning for what to put in every section, until the portal team realized, is this what the employees really wanted to see??
At the same time, management wanted to determine how existing processes and employee touchpoints could be improved. In 2019, the Employee Experience team was officially formed to make employees’ lives simpler yet more productive and more fulfilling.?
The Employee Experience team conducted surveys and in-depth interviews among select employees to listen to the employees’ sentiments.?
The result: The Employee Experience team prioritized quick wins based on impact to employees and ease of implementation.?
The Employee Service Portal was launched to an initial batch of business units in December 2019, less than six months from project kick-off.?
Although the first set of available features or services was basic, having a one-stop shop for loan applications and Philhealth document requests, an HR library, and a summary of employee discounts spelled the difference.?
Step 2: Design?
What it is for: Preparing the right solution based on the customers, the process, the environment, and the project.?
What it is not: Using certain technologies or formats because they are popular, or letting customers adjust to how a tool works.?
How the Employee Experience team did it:?
The team devoted its time and resources to set up something that complemented the back-end services. The team was aware that it was not about merely automating a process.?
The team organized many cross-functional discussions to understand various transactions. For example, the team did not simply create an online form to request for Philhealth documents. Rather, in the course of setting up the portal, the team coordinated closely with HR, IT, and Aspen (shared services group) so that the online experience complements how the service is fulfilled.?
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The result: With the first batch of features in December 2019, the experience for the select transactions had indeed enhanced. The average completion time for a Philhealth document request using the portal (less than 1 day) showed an improvement versus the manual experience (up to 3 days).?
?Step 3: Develop?
What it is for: Dividing tasks into shorter pieces, and coming up with small and frequent releases to get customer feedback.?
What it is not: Putting all features and scheduling a single grand release.?
How the Employee Experience team did it:?
The team describes it this way: “Instead of immediately going for ‘big bang’ solutions, we went for incremental improvements, doing experiments with small groups in the conglomerate.”?
The result:?
The features currently available in the Employee Service Portal were introduced in multiple batches: online maternity notification, employee profile updating, and more. The portal that we know today is a result of small but frequent releases by the Employee Experience team.?
Step 4: Deliver?
What it is for: Maximizing your digital product’s growth and value by frequently testing ideas, analyzing a variety of data, and pivoting as needed.?
What it is not: Treating the launch of a digital product as the end.?
How the Employee Experience team did it:?
One of the examples is how the team tracks the HR Online Library knowledge articles with the most number of views, and highlights or puts these articles in the front page for employees’ easy access. If the employee does not find what he is looking for in the portal, he can use the feedback form to describe what he is looking for.?
The result: The team understood the needs and interests of the employees better. Based on the data, employees are curious about applying for loans and learning about the different perks offered to Gokongwei Group employees, such as discounts on Robinsons Land properties and hotels, and promos for restaurants or gym memberships.????
These 4 Steps Ground You to Your Goals
This 4-step process yields the key elements that keep you focused on what you want to solve:?
Do you find these fulfilling, too? Join the JG Summit DTO, we’re hiring!