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Innovative Company - Best Employee Experience Finalists 2024

Robert Half

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

On average, our users engage with Workday for less than 15 minutes each week. Given this limited interaction, navigating the system can present challenges. We’ve observed instances where the user interface of Workday does not always align with intuitive use, thus opening up the user to inaccurately complete forms or need to complete processes multiple times.

Veterans/ Disability Status Update: In Workday, employees encounter a specific challenge when updating their veteran and disability status due to the existence of two separate input fields for this information. Unfortunately, these fields are not interconnected, and it’s not feasible to consolidate them into a single field.

As a result, updates made to one field do not automatically reflect in the other, leading to discrepancies in our records. Maintaining accurate and consistent information in these fields is not only crucial for data integrity but also a regulatory necessity for our organization.

To address this issue, we’ve embraced a digital adoption strategy, identifying WalkMe as an exceptional tool capable of overcoming obstacles in three distinct categories:

  1. Automation: WalkMe enables us to implement a standardized process for updating these fields, automating over 90% of the steps involved.
  2. Data Integrity: The platform ensures that updates are consistently applied across both fields, mitigating the risk of mismatched information.
  3. Enhancement Deferment: WalkMe acts as a layer of improvement over the existing interface, effectively simplifying the update process for our users by automatically updating the second form on behalf of the user.

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

As a team, we follow a behavioral design strategy that focuses on understanding the user and the business process in conjunction with the technology. What this looks like in practice is answering a couple key questions that act as our blueprint for implementing the design.

  • Trigger/ Prompt: When is the user updating this information? Where do they need to go to update?
  • Ability/Simplicity: How much of the process is the same for all users? What barriers get in the way of completing this process?
  • Motivation: Why should a user complete this process?

For the Veteran / Disability Status Update, this looks like this:

  • Ability: By creating a master walk that addresses all four business processes in one seamless experience, we are able to help the user update their veterans and disability status with one single click. This eliminates the need for the user to go to four separate sections of Workday and enter in all the necessary steps.
  • Motivation: Compared to the standard process (with a user that knows how to navigate to each of these pages) the walk saves the user minutes and is 3.5 times faster to complete.
  • Prompt: In order to ensure the user can find this walk when appropriate we placed launchers strategically across Workday to ensure users would find this information where it is timely and relevant.

How does your digital adoption strategy, especially with regard to WalkMe, impact or benefit your end-users (customers and/or employees), your team, and leadership?

  • Saving time for the user by leveraging automated walks
  • Ensures better data integrity for the organization.
  • Helps us ensure we meet regulatory requirements as a publicly traded and international company (this process is reported on every five years)
  • Enhances our users ability to navigate through key systems and find the tasks they are looking for more seamlessly.
  • Eliminated over 10 clicks per person
  • We estimate this walk saves our users between 3.5 to 5 minutes per user. With every employee required to complete this process, we are saving over 1400 hours by automating the steps of this process

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

Across the board, WalkMe has helped us focus on exemplifying what it means to be an employee-driven company. WalkMe not only has helped us create a more seamless experience for our employees, but has also helped us to ensure that our employees have more accessibility to the programs that emphasize the moments in their career that matter.

WalkMe has supported and been proven to increase awareness and employee engagement across several key employee programs such as, employee recognition, employee assistance, employee networking groups and more.

By leveraging key features, such as validations and process automation, we have seen a massive reduction in errors, which in turn save our internal teams hundreds of man hours and ensure our employees experience a seamless process when navigating through stressful personal situations. In addition, WalkMe has supported our ability to give our employees a voice to share feedback on how we can improve their people systems through surveys and enhanced use of search and user interface analytics.

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

I am really proud of the direct impact the implementation had on simplifying a complex, manual process into an almost effortless experience for Robert Half employees. I am also proud to have leveraged a combination of Launchers, ShoutOuts, and Smart Walkthrus to streamline the process of updating Veteran and Disability statuses across various fields in Workday.

This seamless integration allows users to complete updates with just two clicks, showcasing the solution’s effectiveness and our commitment to user-friendly innovation. This project not only solved a critical data integrity issue, but also showcased the power of digital adoption platforms in enhancing employee interaction with enterprise software. The success of this project is a reflection of the many hours I spent in rigorous testing, using innovative thinking and a deep understanding of user experience, which made the journey from concept to implementation immensely rewarding.

Please share any additional information about your role in the project, your results, and/or your vision for the future that supports your submission.

Amber McQuinn Digital Experience Implementation Specialist – As the lead on this project, I spearheaded the design, testing, and deployment of the WalkMe solution while working closely with stakeholders. Moving forward, I envision expanding our use of WalkMe to further streamline processes with automation and enhance user engagement across our digital ecosystem, ultimately fostering a more productive and empowered workforce.

If you're using WalkMe outside of the project described in this submission, please share additional examples.

Beyond this project, I’ve leveraged WalkMe for all aspects of Workday. This includes DEI and corporate initiative campaigns, administrative tasks, recruiting, talent and performance tasks, submitting expenses, paying suppliers, procurement and purchasing, benefits, pay-related tasks, onboarding new hires, all meant to guide them through our HR platform by enhancing efficiency and improving their overall experience.

About your organization

Robert Half is a leading global staffing firm that specializes in connecting professionals with the right job opportunities. With over 70 years of industry experience, we offer tailored staffing solutions across a wide range of sectors, ensuring both clients and candidates achieve their employment and hiring goals. Our commitment to excellence and innovation drives us to continuously improve the way we serve our stakeholders, shaping the future of work.