While investing in the latest technologies to keep the business operation afloat is reasonable, organizations should also ensure that the experience should not be unsettling for employees
With the many perks offered by digitization, many organizations have accelerated their digital transformation journey. While it has enabled enterprises to keep their operations afloat, it has not been without any consequences. Many employees, either in remote or hybrid, have stated that they have struggled with operating their business applications. In fact, as per “The Hidden Cost of the Digital Employee Experience” from Applearn, nearly 20% of all employees within large enterprises are more tired and frustrated using business applications than they were before the pandemic.
In the survey, 76% of employees stated that they are spending nearly six hours of their working day using software such Office, Workday, Salesforce, and Zoom.
With remote and hybrid work continuing to become the norm for many enterprises as a result of the COVID, the research suggests that frustration of managing different applications could be responsible for a significant loss of productivity and time. As various applications have many routes to access support, nearly 39% admit that they spend almost half an hour a day after support which calculates to nearly three working weeks a year.
A sample of nearly 1m applications from AppLearn’s platform supports this claim. The platform analytics highlighted that employees spend nearly 2.7 hours per week finding support material, such as chatbots, FAQs, and helpdesk. However, they only spend 1.5 hours of the week reading and acquiring the required information. This means that employees are spending twice as much time seeking information for support materials instead of consuming them. That’s not all; nearly three hours a week, employees spend time finding their tasks, related information, or any help within their application.
With investment in IT technology continuing to rise, organizations cannot afford to neglect the employee experience.
As per Andrew Avanessian, CEO, AppLearn, “Businesses have experienced digital transformation on a level that’s never been seen before. While in many cases that deserve to be applauded, it’s clear that the quick decisions taken to survive the switch to home working are having a significant impact on employees, with this uptick in frustration levels particularly concerning.
“By asking employees about their experience and looking at what the analytics tells us, we have built a picture of employees grappling with an increasingly complex digital experience, losing time searching for support or navigating to tasks – it’s no surprise, therefore, to see frustration is on the rise across the board. If businesses fail to rectify this issue, by both improving the tech experience and employee engagement, they risk this frustration continuing to rise. It could leave employees feeling increasingly unhappy and demotivated at work – sentiment that will almost certainly impact the bottom line.
Businesses need to be more honest in their assessment as to whether their tech investments are paying off, and the employee experience should be central to this. That means gaining a true understanding of their people’s day-to-day interactions with applications, identifying the gaps and areas of friction, and then putting interventions in place to address them. The payback from doing this would be significant for employer and employee alike, he says.