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DAP Manager of the Year Finalists

Heather Cobb

Sr. Digital Adoption Experience Manager

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What business problem(s) did your organization / project face, and why did you choose a digital adoption strategy to help you solve it?

Our Global Talent Development team wanted to increase equitability, objectivity, and fairness within our Performance Review process here at ServiceNow. The team wanted in the moment guidance and support as People Managers were assessing each of their employees. The guidance would help People Managers assess their employee’s performance over time, including resources to do so, and how to identify and mitigate common biases.

For our Annual Compensation Review, the Compensation team wanted to minimize support and errors and decrease the amount of time navigating the tool.

Together, we partnered on creating guidance to navigate the Annual Compensation Review process and successfully submit, while also including just-in-time bias information to support inclusive and equitable processes.

How did you use WalkMe, in conjunction with other strategies and technologies, to address your challenges?

For the performance review, I partnered with the Global Talent team to add Shoutouts, Launchers, Resources in the WalkMe Menu, Smart WalkThrus and SmartTips, additional resources displaying in popups and video. Afterward, I recorded a demo (partnering with global talent on the script) of the experience, which was then shared with Sr. Leadership and the CHRO.

For the annual compensation review, I partnered with our compensation team to all the functionality included in the performance review, in addition to gifs and customized buttons.

For both the assess and reward experiences I added auto-play popups with bias information to help managers increase their awareness and increase equitable decisions. I partnered with the Global Talent, Compensation and Diversity, Equity, and Inclusion team to add these.

How does your digital adoption strategy, especially with regard to WalkMe, impact or benefit your end-users?

Adding time-sensitive updates, guidance, and support in real-time within the system helps to improve the employee experience, comply with policy, decrease the amount of support needed, increase productivity, and help to support inclusive and equitable processes.

Also, adding WalkMe into our HR processes helps new hires get-up-to-speed with mandatory talent processes, while providing important refreshers for others who are more versed.

How does your digital adoption strategy, especially with regard to WalkMe, impact or benefit your team and/or leadership team?

WalkMe helps “realize the full potential of our digital strategy,”, increasing the value of digital adoption and ROI. For example:

  • In our applicant tracking system, I have partnered with our TA and HR Ops team to add validation to required fields for recruiters to complete. In January and February of this year 2022, the validations have been played over 30k times and have saved approximately 2 million in potential lost time if the validation wasn’t there.
  • For our assess and reward processes, I implemented a survey in partnership with Global Talent and the Compensation team to measure employee satisfaction and gather open ended feedback. (There was no survey previously.) The outcome was incredible. For assess, we received an 80% response rate, up 2% from our mid-year survey. For reward, we received an 88% response rate this year, and last year a 90% response. According to Culture Amp, “employee engagement surveys range 65-85% response rate”.

How has your digital adoption strategy, especially with regard to WalkMe, helped your organization better achieve its mission, goals, or values?

WalkMe, and especially the bias content, helps to Create Belonging, one of our values. Also, by providing support, guidance, enablement, automation, and critical resources, we help each other Win As a Team so no one is left behind.

WalkMe in our talent experiences helps to simplify the user experience and provide in-the-moment resources, just when employees need them, freeing up time they would have spent tracking down the information.

Lastly, WalkMe in our talent digital experiences helps to “Embody our purpose so our work makes the world work”: one of our top priorities. By providing meaningful and engaging experiences, WalkMe helps employees do their best work, so that they can focus on our customers.

How has the success of your digital adoption strategy helped to change the perceptions or attitudes of your stakeholders?

The HR teams see the value in WalkMe and has led to new projects with several other teams including our Contingent Workforce team, Offboarding team, and DIBs team.

We started a quarterly meeting with our stakeholders to share the value of WalkMe including specific use cases and ROI details. The response was great, with attendees sharing their excitement to use WalkMe.

We plan to hold these quarterly so that we can share knowledge across the company and increase value across the board.

What about your implementation or success makes you most proud? Why?

I’m glad you asked. I’m most proud of the Diversity, Inclusion, and Belonging content that has been implemented in our assess and reward processes. Connection and belonging are my top two values, and to have an impact on supporting belonging, equity and inclusion here at ServiceNow makes me most proud. 83% of people managers viewed the bias content in our performance/assess process.

I’m looking forward to learning as much as I can about our employees and managers. In doing so, I plan to conduct and implement user research across talent systems – including journey mapping, focus groups, 1:1s, and usability testing – to promote and deliver WalkMe enhancements based on metrics, user research, and feedback. I also plan to be more proactive with stakeholders to strategize and align to their yearly/quarterly business objectives along with the company’s top business objectives.

(When developing, I think from a global point of view, including how to simplify processes for users, while enabling, educating, and informing them. I also incorporate Adult Learning methodologies and principles, neuroscience, and behavioral science concepts.)

About your company

“We make the world work better for everyone. ServiceNow helps digitize and unify organizations so that they can find smarter, faster, better ways to make work flow.”