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The Future of Employee Self-Service: 7 Trends

Posted by EmployeeChannel on 11.10.2016

mobile employee self service

Employee Self-Service (ESS) tools are evolving at rapid pace, and there are some truly exciting developments in store for both employees and HR teams.

Digital self-service technology has allowed the Human Resource function to reduce the paper pushing and time-consuming administration of days gone by, enabling the rise of a more strategic business unit. Future self service technology will be focused almost entirely on the employee experience, delivering personalized, innovative solutions to support and delight employees. 

We've outlined the future of HR self-service in these 7 trends and technology innovations:

  • The Employee-Driven Enterprise 
    It’s all about the employee experience; attracting and retaining top talent are paramount objectives. An employee-first focus is a great differentiator over first-gen self-service technology. Adopting technology that excites employees and helps them to be more productive and engaged is critical.
  • Mobile
    Mobile is quickly becoming the device of choice for people of all ages. A Bersin by Deloitte report claims that mobile is poised to become the primary HR technology platform of the future. Considering that over half of all Internet access now comes from a mobile phone, it’s imperative that employee self-service tools are not just mobile-friendly, but designed for superlative mobile experiences. 

  • UX and Design
    ESS tools are trending in the direction of popular consumer and customer-facing applications. These are tools people enjoy using, and for good reason. Successful consumer applications not only solve problems, enhance productivity, or entertain, but they offer seamless user experiences and clean, innovative design. They are designed with the end user (an individual, not an organization) in mind. Enterprise HR technology must pursue a similar user experience standard designed for the needs and preferences of each individual. If not, employees won't see value.

  • Security and Compliance
    As digital threats intensify and information accessibility expands, security must be a top priority for all new technology, especially platforms that house employee data and other sensitive information. This is why we designed the Navera Employee App to be HIPAA compliant and maintain the highest security standards.

  • Machine Learning and AI
    Machine Learning, a kind of Artificial Intelligence that allows computers to learn and act without being explicitly programmed, is expanding into almost every aspect of our lives. It powers the updates that appear in your Facebook news feed, notifies your bank of fraud or identity theft, and can even diagnose diseases. It is already being used in recruiting technology to help companies find and hire better candidates. Machine Learning will play a key role in self-service personalization, which we’ll explore now.

  • Personalization
    User personalization has taken center stage in consumer web and mobile applications. People want to access information tailored to their needs and interests. 70% of consumers expect some kind of personalization from the brands marketing to them, and this preference for personalization is the same in the workforce. Employees overwhelmingly prefer to engage one-on-one with HR personnel when they have a question. Employees want individual feedback and personalized responses. Similarly, internal employee communication is always more effective when personalized to individuals.

  • User Behavior Analytics
    People Analytics is a hot topic these days, but we shouldn’t limit data measurement to recruiting and talent management. This new breed of self-service technology offers user behavior analytics to help HR understand how employees actually engage with the application, their preferences, and their pain points. This knowledge can, in turn, help the organization better serve its employees.

Employee Self-Service technology has been in use for over 20 years and can take many forms. However, not all self-service is created equal and employees will demand tools that offer the same level of personalization, mobile-friendliness, and seamless usability they're accustomed to in consumer apps. If self-service solutions aren’t easy-to-use and don’t present a contemporary user experience, employees won’t use them and will email HR instead. It’s that simple.

Innovative self-service tools should be an integral part of your employee experience strategy. Learn how EmployeeChannel is using mobile self-service to foster cultures of open communication and create richer employee experiences here.

Topics: hr tech, employee experience, employee self-service

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