The HR Dialogues #4 | Designing Employee Experiences That Matter

What’s the impact of a positive employee experience? Find out how and why the Service Design team at Livework studio enhanced their employee experience.
Welcome to The HR Dialogues with Dr. Dieter Veldsman! Join AIHR's Chief HR Scientist to learn from People Practitioners as they navigate the changing world of work.
In this episode of The HR Dialogues, Dr. Dieter Veldsman sits with Rosa Storm and Anne van Lieren - Service Designer and Lead Service Designer at Livework studio - to explore how you can improve your employee experience through the lens of service design.
Rosa designs creative solutions for her team and their customers at Livework. Anne works on the crossroads of service design, behavioural science and business to define and design customer experience.
In this video we’ll discuss:
- What service design is
- The four lenses of service design
- Designing employee experience
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[@84hemdeep]

1. Desirability 2. Feasibility 3. Viability (buss case/ scalability) 4. Sustainability

[@84hemdeep]

PERMA model, Magic model, MMW model, performance pyramid - Employee Experience model

[@jesmith9975]

Sadly, the missing piece of the EE/EX story is the near-total lack of examples where HR-led EE/EX initiatives impacted business performance. This is pretty simple; as negative as the above sounds, it is factual. HR has almost no ability to force change on disinterested leadership. If HR were impacting business metrics, CEOs would be all over EE/EX; they are not. So, where are the stories, research, or even marketing pieces citing the success of EE/EX initiatives? It is only helpful once there's evidence that the design can be implemented. Here's the best test, is anyone selling EE/EX solutions with their fees based on the improved business metrics. This isn't meant to lessen the importance of HR; even the best HR organizations cannot force change on leadership. After twenty years of improving EE/EX, with the fees based on the impact on the income statement, and consistently reporting to the CEO, leadership has always been the problem.