The Digital Employee Experience (DEX)
The digital transformation of businesses has become a popular topic over the last few years, fueled by the COVID-19 pandemic, new technologies, and new customer demands. However, one of the most significant results from the push for digital transformation is what experts have called "The Digital Employee Experience (DEX)," a new phenomenon that focuses on the quality of employees' touchpoints and interactions with the technology they use to complete their jobs.
"Are my employees empowered with the right tools to do their jobs? Are they productive and effective? How can we help them?" These are questions that decision-makers have started asking themselves as they look to improve their employees' software and tools.
So, Why should we care about the digital employee experience?
We should care about it because of one thing and one thing only: employees want to get work done in an effective and productive manner. They do not want to deal with inefficient processes, old software that crashes, and unnecessary tasks that limit the output and value of their work. So as a decision maker, one should always think about the digital employee experience in a few different ways:
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How well our technology allows employees to communicate with their team members?
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How reliable is the technology that we provide our employees?
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How productive do our current technologies actually make our employees?
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How well do work-related tools enable our employees to work effectively from home?
Of course, there are other things to consider when evaluating your DEX experience, but emphasizing how your employees feel and interact with the digital tools and their effectiveness should be the main focus of any product decisions as these are the tools and products that allows them to get their work done.
How does a company start designing a great DEX?
An article by Qualtrics highlights that the best way for companies to design and implement a great digital employee experience (DEX) is by putting themselves in the employees' shoes. They have to develop and define user personas, establish sponsored groups, incorporate cross-functional teams and establish specific metrics that measure your target audience and performance. These are steps that companies might use to build external facing products but should also be the steps that companies should follow to understand, evaluate, and improve how their own employees perform with their current selection of digital tools, similarly to how IBM uses a village of employees to build watsonx Orchestrate and make sure that it provides the best DEX experience for our customers.
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