Pro Tips to Begin Your Employee Self Service Journey

The business case for improving HR team efficiency and capacity by enabling employee self-service for most organisations is relatively simple. It just makes sense to take the burden away from HR having to answer relatively simple questions by enabling employees to get answers when, where and how they need them.

Over the last few years, Boxfusion has been using the best in breed Oracle CX solutions to fill the gap that many HCM (Human Capital Management) applications have for facilitating great Employee Experience, delivering HR help desk solutions that are easy to consume and maintain.

These are our top tips for ensuring your projects deliver maintainable results.

1. Focus on UX and Usability #

Self Service solutions need to contain a portal from which employees can preferably access the information, chat if needed, or raise a ticket to the HR team. It is also likely going to be a useful conduit for sharing topical organisation information (which has proved priceless for many organisations during COVID). The key to a successful portal is ensuring it is easy to navigate and information is signposted. While there are similarities in core UX design between our employee self-service portals, critically the UX design for each organisation has been tailored to be optimised for their employees and organisational culture.

2. Mobile-first Design #

Self-service HR is going to deliver the greatest value for employees if it is accessible out of office hours, which logically means employees will access it on their mobile devices from home. Therefore, don’t start designing or testing the self-service capability on your office laptops, start and focus on mobile devices, to maximise employee adoption and satisfaction.

3. Initiate, Iterate and Improve #

There will be a minimal viable set of features that will be required by your employees, but ensure you don’t cast your net too wide for a first release. The key to success is to pilot and iterate based on feedback to improve the solution. In our HR self-service projects, we do slightly bypass this process using detailed interactive designs. This allows us to rapidly iterate, based on employee feedback before development begins.

4. Allow Escalation #

No matter how complete your knowledge base is, employees may need to have a touchpoint to clarify or relate the information to their specific circumstances. They should be able to escalate a request ultimately to an HR person for resolution. There is a fine line between the speed you allow employees to access progressive interactive support and ensuring you minimise their frustration. For example, an easily accessible chatbot can act as a filter to help employees clarify questions and answers. This can escalate to a live chat with an HR advisor, which ultimately can then lead to a ticket being raised and an advisor callback.

Boxfusion Employee Experience Solution #

Success with self-service requires adoption. The successful Boxfusion Self Service solution has been built from the ground up to maximise usability and experience, the cornerstone of adoption. Our experienced team of consultants are here to help you build your business case, and advise on best practice implementation in enabling an HR self-service solution.

Find out more about the Boxfusion Self Serve Employee Experience Solution.

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Intelligent Service eBook #

Read our latest eBook to learn how you can level up your service experience, and generates value for customers, agents and business ops teams.

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