How Design Thinking is helping HR in Redefining Employee and Customer Satisfaction


The year 2020 will always be remembered as the year filled with turbulence, volatility, uncertainty and complexity posing all together newer challenges related to survival – of humanity, businesses and down sliding economies. 

While all of us are trying to somehow manage and surpass this uncertain period, with near-normal living, working and socialising however there are a series of concern looming over businesses. Most of them are related to monitoring and managing the workforce through remote, effectively engaging people, keeping them motivated, enhance/sustain productivity with optimal efforts. These challenges have been more intense due to the multi-dimensional, multi-geographical, multi-diverse and multi-generational workforce including gigs and neo gigs now in the workforce. 

Today’s workforce is keen on enriching their experience as an employee with the Organization. They are not so much attached to the stability and sustainability of their jobs as was the Gen Xers rather on creating a difference and valuing the experience not so much the numbers of years of experience but the quality of work life. 

Thus the most common concerns HR has been grappling are as below:

  1. How to foster creativity, collaboration, enhance engagement and above all create great employee experience while enhancing productivity. 

  2. How to factor human-centred behavioural approach along with business and technology considerations towards needs and preferences of its employees/customers. 

  3. How to address growing stress, anxiety, mental health ensuring the safety of employees with employees working from remote and on projects.

  4. Identification and attraction of top talent, assign the right roles, transitioning into new roles, retaining talent to further develop them into great assets for the business.

  5. What are the key policy changes required when the majority of the workforce is still choosing to work from remote. Is it a new trend for the long term?

  6. How to integrate the geographically dispersed and diverse workforce into one unified Organization culture.

  7. To address the ongoing concerns of the ever-changing business environment