Measurement challenges for most new technology initiatives are common—Digital Workplace Experience initiatives are no different. Measurement was mentioned as one of 10 key take-aways in the 2019 State of the Digital Workplace Report. The real take-away was not about what to measure. Instead, the take-away was about perceived limitations with measurement:
“Measuring the digital workplace is at a nascent stage,
making it harder to drive improvement. Most organizations use fewer than three types of digital workplace metrics, and some, none at all.”
Why Do Leaders Struggle with Measurement?
Leaders experience challenges with measurement of early stage digital workplace experiences happen for two reasons:
Who Wants to Measure Early Stage Digital Workplace Experience Outcomes?
Early stages of the digital workplace experience journey should focus on outcomes important to early adopter employees.
“Early adopters” are employees who review, pilot and interact with new workplace experience technologies. They are “first in line” to test technologies that could potentially improve the quality of their work experience.
Some early adopters who discover the value of a new technology also help define potential outcomes for the company to measure.
Before prioritizing specific outcomes with employees, leaders should clarify which outcomes are important to specific “early adopters” audiences for early stage and mid-stage initiatives.
Defining outcomes based on each stage of a Digital Workplace Initiative supports a more tailored vs. a one-size-fits-all approach to measurement.
Below are examples of four types of outcomes that might resonate with early adopters at each stage:
Collecting Early Stage Metrics can be as simple as collecting qualitative statements like the those below:
Once qualitative statements like these are collected, more details surveys can be developed for an early stage initiative.
Mid-stage Initiatives on Success of Early Stage Outcomes
During Mid-stage Initiatives, the company rolls out successful piloted technologies while bringing on additional technologies. This is when leaders use lessons learned and adapt implementation approaches along the way.
Examples of additional outcomes to measure for mid-stage initiatives could include:
Collecting qualitative statements followed by more detailed surveys could include how these new technologies enable an increased amount of communication, collaboration and connection.
New lessons are learned and leaders adopt their implementation approaches for enterprise level initiatives.
Measuring Future Digital Workplace Experiences
Leadership teams for Digital Workplace Experiencescan count on measurement challenges to continue.
However, building on a foundation of Communication, connection and collaboration will help leaders keep the people aspects of the digital workplace experience front and center.
Leaders who focus on each type of interaction will find it easier to define which outcomes to measure and prioritize and fund.
Questions for the Future of Digital Workplace Experience Measurement
What outcomes will leaders use to measure the Digital Workplace Experiences of the future?
How are companies navigating through each stage of the digital workplace journey?
What digital workplace experience measurement stories can leaders share to help everyone in the DWX community progress?
Leadership teams who opt-in for an iterative vs. one-size-fits-all approach, will have many stories to share between now and the June 2020 conference. We look forward to receiving proposals for the stories you want to share at our next event!