You may work in the same role at the same organization, but in the last two years, you’ve probably experienced more changes in how you work and the tools you use than at any point in the history of The Office.

“With more flexibility comes more expectations, it seems. The office value proposition has changed. Flexibility alone is not enough.”

The existing trend of increased use of digital technology has been accelerated by the COVID-19 pandemic. Also, the term “hybrid working,” which combines an office with a remote location (either at home or elsewhere), is now very popular.

Of course, changing “office worker” to “hybrid worker” is more than just a name change. Behind the scenes, it has created some of the most exciting and challenging times for the technical department of an organization like ANZ.

For the past few years, I have led the team at ANZ, responsible for much of the technology our employees use every day.

When I joined ANZ in 2018, I knew my biggest challenge was rolling out the latest suite of tools to my employees. Just as I felt like I stepped under my desk at the beginning of 2020, with offices around the world empty and the exodus to remote work, an entire employee digital workplace is right in front of me. exploded in

Adapting to a new environment, providing employees with the right tools to keep the company running remotely has been a high-pressure, breathless and sometimes chaotic scramble. It was an experience.

The silver lining of the last few years is that we have proven that we can work differently and adapt more quickly than we thought.

Plus, according to a recent article in The Conversation, flexibility in how we work makes us happy. This is more than wearing her UGG boots under her desk at home or hanging laundry during the day.

New research shows that 94% of those with the most flexibility and control over when and where they work say they are satisfied or very satisfied with the arrangement. The study, by John Hopkins and Anne Bardoel at Swinburne University of Technology, found that it was 5% higher than those working remotely full-time and 23% higher than those working full-time in an office.

So if working in a hybrid way makes us happier, does it equate to a better employee experience from a technology standpoint?

Be happier… But less satisfied?

An annual survey by ANZ and the Information Service Group (ISG), a global research and advisory firm, measuring overall employee satisfaction with their technology experience at ANZ found that people are primarily working remotely. satisfaction has improved significantly over the past two years.

This result was attributed to ANZ’s highest ever satisfaction with technology and how quickly they adapted their technology experience to enable employees to work remotely as effectively as they could in the office. There is likely to be.

However, given some seasonal considerations, working in the office is becoming part of the normal work week again as time is balanced between remote and work locations.

The challenge has shifted. When the majority of employees are in the same situation (all in the office or all out of the office), it’s easy to deliver a great technical experience.

We now need to focus on providing the same level of satisfaction to our employees regardless of whether they are working remotely or in the office. means enabling a seamless experience when switching between two locations during the work week.

Changing needs and expectations

Given that it’s my job to support my employees wherever they are, I could be accused of exaggerating the enormity of this challenge, but the Microsoft 2022 Work Trends Index Report says, “2020 The people who went home to work in March 2022 are the same people who will be back in the office in 2022.”

They now have higher expectations. The office value proposition has changed and flexibility itself is not enough.

According to Microsoft, hybrid work is as big a disruption as the sudden shift to remote work, and understanding and meeting new expectations is key to making “hybrid work” work.

This is endorsed by ISG. ISG recently said that hybrid work can give organizations serious technical and empirical headaches.

Employees expect a seamless experience when connecting in the office. They expect their monitors to be the same ones they have at home. They want to be able to join meetings with the click of a button and interact equally in meetings whether they are physically sitting in the conference room or at home.

They want to be easily collaborative and inclusive when working with people working in different locations and face-to-face. They need to feel connected.

Employee experience in a hybrid world

Hybrid work is challenging because it requires fundamental changes in how we work and how we connect and collaborate across devices, applications, and workspaces. This change has been so profound that ANZ is now changing the technology experience baseline to reflect this fundamental change.

As a technologist, people often laugh when I say that one of the principles I keep at the forefront of my mind is that my customers are human. I realize tech heads aren’t always famous for putting real people at the center of what they design and offer.

But humans can only deal with four different interfaces before productivity falls off a cliff, and the average employee interacts with over 68 different applications while doing their job. , you know you have a problem.

Tools provide the foundation for hybrid work, but ultimately successful hybrid work is inclusive and people-centred. So, to enable a world-class employee tech his experience in a hybrid world, we need to build experiences based on workplace culture and norms, not technology.

we should:

  1. investment (more) in culture and well-being.
  2. Inspire Through being a purpose-driven organization.
  3. involvement Those of us who design experiences.
  4. embrace (and accelerating) digital.

Culture and Happiness – According to Gartner’s Neal Woolrich, connectivity is now at stake. Only one in four of his hybrid or remote knowledge workers is connected to the organizational culture. Organizations are being asked to invest (more) in building connections with their corporate culture in a hybrid world. The technology experience should somehow support this connection and reflect the cultural experience the company wants its employees to have.

Both digital and non-digital wellbeing are also important. This is simple logic. When healthy, people work harder, better and faster. Digital analytics is an important piece of the puzzle. For example, do you have too many meetings and not enough time to focus?

These analytics help you build better work habits, such as following up on commitments, taking breaks, and setting aside focus time in your day for uninterrupted individual work.

Inspire through being a purpose-driven organization – As a purpose-driven organization, ANZ can and does inspire its employees. Whether your focus is on the financial well-being of your customers, environmental sustainability, or being a truly inclusive and accessible company, being purpose-driven means helping employees ‘Thinking outside the box’ helps us create an open and connected ecosystem.

At ANZ, this ecosystem is evolving rapidly to identify, connect and create opportunities away from customer relationships.

Involve employees in experience design – As a large and complex global organization, there is no ‘one size fits all’ approach. Identify areas of challenge and opportunity by layering digital metrics through regular technology experience surveys, journey mapping, and workshops with employees. By focusing on human needs and simple connected technology, you can deliver experiences that connect to customer value.

Embrace the future – The challenge is not just the composition of the workforce itself, but improving the employee experience as their working styles, needs and expectations change. ANZ continues to focus on what works and change what doesn’t. To do this, we continue to look to data (usage, effort, experience) to guide and measure our success.

It’s important to get this right. We have a golden opportunity to reshape the future of work. A workplace that does not evolve risks losing talent and, ultimately, customers.

Vinit Jha is the Domain Lead for Employee Experience at ANZ.


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