Good old Porter’s model of primary and supporting activities is more relevant than ever. When you want to make your employees effective and happy, you need to look at how well you serve them – end-2-end.
Too often initiatives are done in silos, e.g., providing a great experience for HR, but processes go across departments, and so should your employee facing solutions. We want to help you provide world class service internally, so the employee does not even have to know which department they are dealing with – It’s all right there in the digital employee experience.


The delivery of an employee service or product is something you need as part of your work life. It can be questions to your salary statement, a new laptop, an application provided to register your vacation or assistance with hiring a new colleague. Tangible, intangible, or a combination. The concept of assisting colleagues and employees during their workday is often referred to as Enterprise Service Management, or in a more modern lingo, Employee Service Management.

An employee will engage through some sort of engagement channel to acquire this product, whether it is through a mobile application, personal encounter or through a portal. The way the employee is experiencing all the Touch Points before, during and after the product is delivered, is what can be referred to as Interaction or Friction.

In the context of a service, the consumption will take place as part of the interaction if you receive an answer or use an application for time registration. But you may have to engage several times, before the Service is available, and that is the reason why it is important to look at the whole delivery mechanism behind a Product/Service. We refer to this delivery mechanism as the Operating Model behind each product and service consumed by the employees.


 Before you start implementing new technology you must align and understand the foundation of the context you like to automate (The Flow of Work). The best way to do this is to visualise and align the value you must deliver including the activities and elements that makes the value creation possible.

 The best model we know to do this is an Operating Model. We have taken the liberty to modify Andrew Campbell’s Operating Model guidance a to deal with the Digital context to ensure we clarify value and collaboration before we talk about how the technology can help us.

The concept of the Operating Model Canvas is to visualize how you should work to generate agreed value by a structured approach through the domain areas of the model. This is our way to understand the current and future operation practice setup, before we start defining and prioritizing technology requirements and information integrity.


You must ask yourself one question: “How well do I serve my employees?”. And you have to do this continuously. We help you find out, how well you provide applications and services to your employees, and exactly what they think about them and if they provide value or not.
You should also put some interest into finding out how they use the services you provide, because by measuring the actual behavior, you are able to know if your intentions are aligned with the employees.

How well is EX introduced?
Is it providing employee value?

How are APPS and DEVICES being used to support Employee Experience?

How well is Employee Experience delivered and how do we measure it?

How well are specific EX Digital Products & services perceived?


Experience Design will guide and facilitate you from the strategic level all the way through organizational and process related considerations, to which kind of information and digital requirements should be available when and to whom.
We cover the full digital value stack with the most experienced consultants in the industry.
We will make sure there are no gaps between business advisory and the technical implementation where things are often misaligned.
A very important step in the beginning of a digital initiative is to align stakeholder expectations, priorities and realistic outcomes.


Our own Service Catalogue reflects what we deliver and what we want to achieve, namely a great experience for the employees. We know it can be a difficult task to bring skilled people from different departments into the same room and align on purpose, priorities and outcomes for a digital initiative. Our long experience with digital solutions and corporate alignment gives us the capabilities to drive the required results from start to end.


Experience Design uses an agile sprint approach we call the Digital Value sprint. In a fixed set of phases we facilitate stakeholders to make decisions in a creative and collaborative environment.
During the phases alignment and decisions are required to ensure working practice end-2-end and a new simple digital solution.
The basic idea is to think big  – but iterate – in small steps that ensures agreed outcomes and creates quick and simple value.
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