Road Mapping HR Technology Projects - Using a Human-Centered Design Approach SHRM-Atlanta SOAHR 2018 - OneSpring
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
Road Mapping HR Technology Projects Using a Human-Centered Design Approach SHRM-Atlanta SOAHR 2018
What will you learn? • What is Human-Centered Design and how can it benefit HR? • How Customer Journey Mapping helps HR prioritize their IT projects? • What are the key steps to performing an HR Technology Road Mapping project? 25-Mar-18 SHRM-Atlanta SOAHR 2018 2
What are the challenges today? • 66% of projects fail, run late, or are over budget 1 • 45% of features are never used 1 • 53% of projects will incur cost increases of 189% of the original estimates 1 • 30% of project costs are REWORK 2 • 70% of REWORK is attributed to correcting requirements errors 3 1 Standish Group, 2 Forrester Research, and 3 META Group 25-Mar-18 SHRM-Atlanta SOAHR 2018 3
Why does this happen? • Most projects lead with technology • Technology is selected based on feature-sets • Minimal requirements are gathered to define the needs • No one talks to the actual customer or end-user who will use the technology 25-Mar-18 SHRM-Atlanta SOAHR 2018 4
How does this impact HR? • HR needs to change their business process to accommodate or “fit” the technology or tool • The technology provides features or capabilities that are not needed • The technology lacks the capabilities that are truly needed by HR professionals • The features are often “generic” 25-Mar-18 SHRM-Atlanta SOAHR 2018 5
Is there a better way? • Lead projects with a “people first” mindset • Learn and understand what people need to support the business • Shape the technology to support the needs of the people and the business 25-Mar-18 SHRM-Atlanta SOAHR 2018 6
What is Human-Centered Design (HCD)? • HCD is a problem-solving framework that helps make products and services more responsive to people’s needs • Focus is on a deep understanding of the behaviors, insights, emotions, and needs of customers first • Involves an iterative process to validate solutions to deliver the optimal product or service experience 25-Mar-18 SHRM-Atlanta SOAHR 2018 7
What is the HCD process? • HCD is a highly-iterative process that follows a continuous improvement cycle of Research, Definition, and Validation • HCD can be utilized for new or existing projects/products/services • HCD doesn’t have to be a lengthy process 25-Mar-18 SHRM-Atlanta SOAHR 2018 8
What HCD techniques can HR utilize? • Participant Observation/ Job Shadowing • Surveys/Experience Sampling • Personas/Jobs-to-be-Done • Customer Journey Mapping • Prototyping & Simulations • A/B Testing 25-Mar-18 SHRM-Atlanta SOAHR 2018 9
The Customer Journey Map
The Key Elements
• A customer journey map tells the story
of a customer’s experience from initial
awareness through a long-term
relationship
Actions Time
• A journey map helps organizations
better understand the needs, pain-
points, and opportunities with their
customers Touchpoints Places Emotions
• These valuable insights can drive
business priorities for HR technology
Devices Thoughts
25-Mar-18 SHRM-Atlanta SOAHR 2018 10The Customer Journey Map – Example
Stages Discover Learn Engage Adopt
?
Touchpoints Search for Sort by Saved my
Will apply for
Sr. Developer position Title profile for
position at
open to find best future
home later
positions match positions
“Can’t search “How to save “Great - so
Thoughts “This is nice!
by State?” search?” easy!”
Emotions
25-Mar-18 SHRM-Atlanta SOAHR 2018 11How to create a Customer Journey Map • Identify who your “customers” are; These can be internal & external persons. For example, an HR Administrator or a Job Candidate • Interview and/or “shadow” their day-in- the-life activities to understand the steps in their journey • Focus on learning about their goals, environment, needs, and challenges 25-Mar-18 SHRM-Atlanta SOAHR 2018 12
How to create a Customer Journey Map
• List out all the interactions
Job Candidate : Apply for Job Online
between a person and any
agent - the Stages Discover Learn Engage Adopt
“touchpoints” (e.g. “Search ?
for Sr. Developer open Touchpoints
positions”) Search for
Sr. Developer
Sort by position
Title to find best
Will apply for
position at home
Saved my profile
for future
open positions match later positions
• Be sure to include Thoughts
“Devices” and “Places” Emotions
(e.g. “Mobile Phone”)
25-Mar-18 SHRM-Atlanta SOAHR 2018 13How to create a Customer Journey Map
• For each touchpoint, list
Job Candidate : Apply for Job Online
the corresponding
“Thoughts” and “Emotions” Stages Discover Learn Engage Adopt
captured from the research ?
Touchpoints
• Focus on “the moments Search for
Sr. Developer
Sort by position
Title to find best
Will apply for
position at home
Saved my profile
for future
that matter” open positions match later positions
“Can’t search by “How to save “Great - so
Thoughts “This is nice!
State?” search?” easy!”
• There can be multiple items Emotions
for each stage
25-Mar-18 SHRM-Atlanta SOAHR 2018 14How to create a Customer Journey Map
• List out and review all the Discover Learn
key findings from the
Can’t search by Is there a ”save
“Thoughts” and “Emotions”
at each stage of the journey
• State • search” feature?
Display issue on How do I search by
map
• mobile • my City & State?
• Look for similar findings Would like to “sort Can I upload my
and start to group them • by” title • LinkedIn profile?
into logical categories or Download resume
“buckets” • Where do I apply? • PDF is broken
Advanced search Where do I show
• is good • work samples?
25-Mar-18 SHRM-Atlanta SOAHR 2018 15How to create a Customer Journey Map • Label each “bucket” of User Profile (11) findings to identify areas • Next, look at the number of findings in each area; this Sort By (8) provides a key indicator of the priority • Place the number next to Search (18) each label 25-Mar-18 SHRM-Atlanta SOAHR 2018 16
How to create a Customer Journey Map
• Now, you and your team
can start to clearly see the Stages Discover Learn Engage Adopt
“Pain Points” and
“Opportunities” in your ?
customer’s journey Touchpoints
Search for Sort by position Will apply for Saved my profile
Sr. Developer Title to find best position at home for future
• Look for gaps and “tipping open positions match later positions
points” that also may be an Thoughts
“Can’t search by
State?” “This is nice!
“How to save
search?”
“Great - so
easy!”
opportunity Emotions
• Socialize your map with
stakeholders to both refine
and validate
25-Mar-18 SHRM-Atlanta SOAHR 2018 17Helping HR prioritize their IT projects
• Use prioritized “Pain Opportunities HR Goals
Points” and “Opportunities”
on your Journey Map to
align with your HR business Provide greater
Improve
access to job
goals & priorities Search
candidates
• Solicit feedback on Save User Increase online
prioritization criteria, Profile membership
dependencies, and
potential “blockers” Upload Improve the user
and risks ”Portfolio” experience
25-Mar-18 SHRM-Atlanta SOAHR 2018 18Creating an HR Product Roadmap • A Product Roadmap is a prioritized listing of projects, typically presented in a linear timeline • Projects are listed in order of business priority and other relevant criteria • Projects can be grouped into business or technology “themes” to show logical relationships 25-Mar-18 SHRM-Atlanta SOAHR 2018 19
The Product Roadmap – Example
2018 2019 2020
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
service center employee first next gen center
BU
pc upgrade error response move to cloud
IT
10% market share 30% market share
KPI
SWOT
25-Mar-18 SHRM-Atlanta SOAHR 2018 20Creating an HR Product Roadmap
• Create a timeline map by 2018 2019
year, quarter, and months Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
(if needed)
Discover
• Pivot the stages in your
customer journey to reflect Learn
the areas each project will
align to Engage
• If you have multiple Adopt
customer journeys, they
can be combined
25-Mar-18 SHRM-Atlanta SOAHR 2018 21Creating an HR Product Roadmap
• Map the highest priority 2018 2019
projects that you aligned Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
with the business goals &
objectives Discover project #1 project #2
• Label or color code groups Learn
project #3 project #4
of projects by their
project #5
“theme” (e.g. “HR Engage
Recruiting NextGen”) project #6
Adopt
• Be sure to include all
relevant business criteria
25-Mar-18 SHRM-Atlanta SOAHR 2018 22Creating an HR Product Roadmap • Utilize this HR Product Roadmap to communicate needs and priorities to IT and other areas of your company • Lastly, integrate the HR Product Roadmap into other company-wide roadmaps to ensure a global HR viewpoint 25-Mar-18 SHRM-Atlanta SOAHR 2018 23
The Product Roadmap – HR + IT
2018 2019 2020
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
search profile portfolio
HR
pc upgrade error response move to cloud
IT
10% market share 30% market share
KPI
SWOT
25-Mar-18 SHRM-Atlanta SOAHR 2018 24Using HCD to better plan your HR IT projects • Include empathy for your customers/end-users in your planning • Map the people process first, then frame technology solutions to better meet their needs • Let the “pain points” and “opportunities” guide your prioritization for IT projects 25-Mar-18 SHRM-Atlanta SOAHR 2018 25
Thank you! For more information and to download this presentation: www.onespring.net/events/soahr/ Robert Grashuis Partner robert@onespring.net
You can also read
