Measuring digital employee experience is currently the focus of most corporate IT teams. IT teams are now responsible for ensuring employees can collaborate and get work done irrespective of where their workspace is located - remote, in-office, and/or hybrid work locations.
As the remote and hybrid workspace strategy evolved and became the norm over the last year, digital employee experience monitoring tools are in the spotlight. Many companies are still unsure and don't know where to start to build a monitoring strategy for employee experience.
Catchpoint recently hosted a webinar on the topic “How to Design an Employee Experience Monitoring Strategy”, featuring David Johnson, Principal Analyst at Forrester Research. The webinar also had Catchpoint performance experts provide tips, best practices, and ways to resolve common issues organizations encounter when designing, developing, and deploying a new remote work solution. In this article, we look at some of the key points discussed during the webinar.
Why Monitor Digital Employee Experience?
Digital employee experience determines not just the quality of work done but also employee productivity. As we move towards a more hybrid workspace with employees choosing where work from, monitoring and improving employee experience has become an integral part of most organization’s overall monitoring strategy.
According to David Johnson, digital experience matters more than ever in today’s post-pandemic workspace. He stressed that we need technology that works for us and not distracts us to maintain productivity in a remote or hybrid environment.
As part of his job, David is constantly talking to clients about employee experience to understand the trends and changes in how employees collaborate and work. The client discussions mostly revolved around the following questions:
- What sources of data should we consider as part of our experience monitoring strategy?
- How can we elevate digital employee experience as a key priority?
- What is digital employee experience, and how is it different than employee experience?
You can watch the full recording here to learn how to tackle and resolve questions about the digital employee experience.
During the webinar, David Johnson also introduces the concept of “Flow” – correlating the complexity of the work an employee handles with productivity.
He also explained the conditions to maintain this state of productive “flow” such as setting clear goals and expectations. To continue being focused and productive, it is crucial that the employees have access to the right technology and tools. And how these tools function can have a big impact on digital employee experience and productivity. The image below illustrates the results of a Forrester survey on employee experience and it illustrates how technology impacts digital employee experience.
David Johnson ended his session listing out some key takeaways around measuring employee experience:
- Employee experience is a daily journey.
- Employee experience peaks when people can make progress each day in important work.
- Digital plays a vital role in employee experience.
- Expand your thinking about what information you can capture for the digital employee experience.
The Five Monitoring Must-Haves
The next session discussed the five important aspects an organization should consider when building its employee experience strategy.
- Proactive Incident Management
You will need to invest in a functional monitoring solution. The monitoring solution should offer a comprehensive set of tests that can be run from anywhere globally to provide the actual end user perspective.
When there is an incident, you should be alerted immediately in real-time so you can act fast. The data from the tests should be comprehensive enough to allow detailed analysis. The tool must provide different data visualization capabilities such as dashboards to compare and understand the data.
Catchpoint dashboard showing digital employee experience summary.
Watch the webinar recording for real examples that demonstrate how you can set up proactive monitoring in the Catchpoint platform.
- Monitor Real users
The monitoring solution you use should give you the ability to monitor from the end user perspective to understand the “real” user experience. For example, when you access a SaaS application from your device then to understand SaaS performance, you should monitor the application from the same device.
Several factors that can impact SaaS performance - your device might be slow or the WIFI may be slow. The monitoring tool should be able to capture all the necessary details to help your company IT team troubleshoot the issue effectively.
Watch the webinar recording for real examples that demonstrate how you can monitor real user experience using the Catchpoint platform.
The next important feature is the ability of the monitoring tool to provide data that will help you quickly diagnose issues. It should monitor WIFI connectivity, device performance, network bandwidth, and speed. These details will help the user understand where the issue is and what factors are impacting performance. This will also help the end user determine the next steps to resolve the issue without having to reach out to the company’s IT department.
Catchpoint user experience.
Watch the webinar recording for real examples that demonstrate how you can use Catchpoint to quickly identify and troubleshoot issues.
- Monitor SaaS apps
SaaS is central to the functioning of any organization, from communication to collaboration. It is critical to monitor the performance of all the different SaaS applications that a company uses, any disruption can have a major impact on employee productivity and business.
Catchpoint dashboard displaying performance of Salesforce.
Watch the webinar recording for real examples that demonstrate how you can use Catchpoint to monitor all SaaS applications.
- Enable digital transformation
Organizations are constantly evaluating and adopting technologies to keep their business moving ahead. Migrating to a different technology platform, as part of your digital transformation strategy, can be a difficult and risky operation. The only way to ensues nothing breaks is to proactively monitor and test at every phase of the migration.
For example, assume an organization is in the middle of a migration project. They will need monitoring to ensure everything is working as it should and to ensure employees are able access the required tools to work efficiently. The organization will have to continue monitoring even after the migration completes to determine where optimization is needed.
Watch the webinar recording for real examples that demonstrate how you can use Catchpoint to ensure a seamless migration.
These five important points are central to designing an effective employee experience monitoring strategy. Digital employee experience monitoring is the only way to better understand employee experience and to realign priorities. Additionally, it will also help you analyze work patterns and behaviors which is key to maintaining employee productivity. Watch the webinar recording here.