Tasks Versus Skills Part 5: Tasks as an Employee Experience Product
A 6-part position paper and eBook on the state of tasks versus skills, a playbook, and some provocative what-if concepts for task-enabled Learning and Development, and Talent teams.
This is Part 5 of a series called Tasks Versus Skills: Part 1: Introduction, Part 2: Playbook, Part 3: Let Learning Breathe, Part 4: Task Intelligence Control Room, Part 5: Tasks as EX Product, Part 6: IQA Prototype, Part 7: Talent Is Not a Commodity; Google Books “Tasks vs Skills” free ebook (Parts 1-6 only).
What-If: Tasks as an Employee Experience Product
How AI can energize a customer-savvy workforce
(Photos: Daniel, Ashlyn Ciara, Jimmy Conover, Artem Bryzgalov, krisna azie on Unsplash)
In the ever-evolving landscape of work, there are new people-centric enablement campaigns taking place. Welcome to a new Employee Experience (EX) frontier where treating employees like customers and providing them with consumer-grade EX products is becoming a norm. “Employee experience is not just a project, it’s a continuous, evolving product that must adapt to the needs of the workforce in real-time,” states Kim Eberbach, Senior Vice President of HR, Chubb Insurance. Michael Griffiths adds from Deloitte’s “2024 Global Human Capital Trends”, “If we treat the employee experience as a product, we move beyond periodic pulse surveys to a dynamic feedback loop where the 'customer' is always guiding the design.”
This isn't just feel-good HR speak. In an era where talent is the ultimate competitive advantage, companies that nail EX are seeing real results. A recent Gallup study found that organizations with strong EX programs outperform their peers by 147% in earnings per share. Similarly with HBR’s research, they conducted a 3-year study of over 1,000 global retail locations and concluded “parallel analysis of operating profits showed that a similar shift in employee experience would result in a 45% increase in profits per person-hour…” [29]
Today, this shift is being supercharged by AI with a focus on the specific steps or tasks that flow throughout one’s employment experience. Imagine an AI assistant who not only reminds you of your tasks but understands your work style, anticipates bottlenecks, and suggests the most efficient way to tackle your day. Adobe’s Check-In System modernizes its task management and performance expectations process by replacing its traditional annual review steps with more frequent, personalized check-ins that also identify manager and employee discussion topics. This is the first of many examples. It's not science fiction—it's happening now.
Let’s step back for a minute and review the various ‘experiences’ that drive a successful EX strategy. A great model to leverage is McKinsey’s “Nine elements to get [EX] right”. McKinsey highlights three core categories that can drive EX programming and approaches: Social Experiences, Work Experiences, and Organizational experiences.
McKinsey’s Nine Elements provide a great framework where each category represents an opportunity to reimagine the workplace through the lens of a product designer, or at a higher level, an EX product portfolio manager.
By comparison, what are the product design and product management “experiences” that may inform or guide how an EX program is deployed? Here’s my take:
With EX elements and Product elements in mind, and keeping user-centricity at the core, where do we have opportunities to best align? That is, as Deloitte’s Human Capital Director Erin Clark also highlights, “When we think of the employee experience as a product, we shift from designing static tools to creating dynamic ecosystems that adapt to the people using them.” How can both EX and Product elements align?
Now, let’s zoom-in on tasks—the building blocks of work and skills—and explore how treating them as an EX product transforms the employee experience entirely.
When tasks are designed with user-centric principles in mind, they become more than just items on a checklist—they become engaging experiences tailored to individual needs and preferences. Imagine a task management system that feels as intuitive as scrolling through your favorite social media feed or as personalized as your Spotify playlist. AI can take center stage here. It prioritizes your tasks based on priority, skillset, deadlines, goals, and even your energy levels throughout the day. More strategically, AI will provide significant EX benefits via personalized learning, enhancing creativity and innovation, and with AI handling more routine tasks, the workforce can spend more time on strategic initiatives. [30[[31][32][33]
That said, there’s a potential plethora of task noise if we don’t align the work required, or tasks, with the needs of the company. From a ‘consumer’ standpoint, we should also ask ourselves what are the key expectations that employees have to ensure they’re maximizing their career potential. We need a smart, and ideally consistent product portfolio of feature-rich EX programs to complement their aspirations.
For example, a method we deployed at Novartis that defined these needs included our Moments That Matter approach to employee experience. Here we identified the eight most valued “moments” that affect both the employees’ ambitions and our People, Culture and enterprise goals as well. I’ve also highlighted where our Learning and Development (L&D) team’s strategies also intersected. Note the critical alignment of three Moments that mapped to our higher-level cultural values; e.g., My impact with being Inspired, My growth with Curiosity, and My leadership supported on our Unbossed cultural attribute. That is, EX can have a clear connection with the culture and values your company exhibits, in addition to supporting ongoing work and personal goals. Also note, that this model is illustrative and unique to your company’s org structure; where your L&D, or Rewards, or Talent Acquisition teams may intersect may differ, but I suspect this makes sense.
(People & Culture Team, (2021), Novartis Inc., Slideware)
Related, here are the related Growth or Career Development experiences a learner may expect as part of their development plans and journey. Note the ‘product-rich’ capabilities on the periphery highlighting one’s experiences or journey with our tech, AI, data and skills programs.
(Novartis Learning Institute; inspired by Red Thread Research)
Tasks as an EX & L&D Product Considerations
As employee development and learning are so critical to your EX strategy, you may consider these EX + L&D + Product task areas when modeling your plans. That is, in what ways can these categories merge, complement, and how to approach? Here are a few considerations to potentially build into your EX-as-a-Product approach.
User-Centric Journey & EX Product Design Methods
Persona mapping practices create role-based profiles detailing task, skill and competence needs guiding instructional design, and product experience elements such as Sales, Support, Infrastructure
Empathy mapping processes provide insights into workers’ thoughts, feelings and actions influencing product elements including Marketing and Policies (ESG, DEI…)
Personalized learning paths that adapt to individual needs and development plans from Planning one’s learning, to Discovery etc.
Collective Intelligence Augmentation
Leveraging diverse perspectives and collaborative problem-solving in your learning programs
Collaborative learning spaces and cross-functional project-based programming
Mentorship and peer-to-peer learning opportunities
Skills Development
Task-based learning aligned with job responsibilities and proficiency levels
AI-powered content recommendations based on skill gaps, and future-ready skill development
Predictive task allocation analyzes an individual’s skills, workload and possible deficiencies to automatically assign tasks that match their gaps or strengths.
Learning Design
Gamification techniques reward task completion, badging, and leader board data tracking against business goals
User-generated content created by any employee to unleash expertise
AI-powered chatbots for microlearning, learning support
Technology Integration
Seamless access to learning resources across platforms including mobile
AI-enabled Smart Task Management tools support automated scheduling, workflow optimizations etc. (examples: Wrike, Taskade, Motion)
AI-powered task gamification turns real-work tasks into engaging challenges or quests
Performance Support
Track engagement during workflow, gain real-time analytics on performance, provide automated and personalized guidance (check out: Pyn, Culture Amp, Lattice)
Task mapping(s) in one’s workflow provides just-in-time learning resources and mentor/coaching support
Emotion-aware task management detects an employee’s emotional state through voice and text analysis and adjusts assignments and in-the-flow-of learning support
Measurement and Analytics
Learning impact assessment
Skill gap analysis
Performance tracking and feedback loops
Lastly, regarding this What-If #3, Tasks as an Employee Experience Product, we need to understand and map out our success measurement plan. Measuring a standalone EX strategy may be straight-forward as a singular approach. And of course this is neither simple nor easy. Measuring your EX strategy alongside a Product + Tasks + AI model is a bit trickier.
Regardless, here's may take on what this EX + Product + Tasks + AI convergence may look like for effective analytics and identifying actionable insights. I’ve identified 16 approaches, each listing or proposing several how-tos and researched tools and providers. (See Appendix I for the 16 approaches)
In our final What-If #4, we conclude with less of a story, lesson, chapter or call-to-action, but a downloadable tool for your personal trial and use, or frankly to test the variety of concepts in this series. That is, for you AI Agent and Learning Design aficionados, we’ve built a custom AI Agent using OpenAI’s API model(s). Ideally informative, insightful, and useful.
Links: Part 1: Introduction, Part 2: Playbook, Part 3: Let Learning Breathe, Part 4: Task Intelligence Control Room, Part 5: Tasks as EX Product, Part 6: IQA Prototype, Part 7: Talent Is Not a Commodity; Google Books “Tasks vs Skills” free ebook (Parts 1-6 only).
Special thanks to colleagues who guided me as contributors and reviewers, and to so many who have inspired my thinking and curiosity on this subject.
Contributors: Cathy Moore, Clark Quinn, Felipe Hessel, Gianni Giacomelli, Giri Coneti, Jon Fletcher, Julie Dirksen, Megan Torrance, Nick Shackleton-Jones, Nina Bressler, Will Thalheimer, Ross Dawson
Inspirations: Allie K. Miller, Amanda Nolen, Andrew Kable (MAHRI), Bhaskar Deka, Brandon Carson, Brian Murphy, Chara Balasubrmanian, Dani Johnson, Darren Galvin, Dave Buglass Chartered FCIPD, MBA, Dave Ulrich, David Green 🇺🇦, David Wilson, Deborah Quazzo, Dennis Yang, Detlef Hold, Donald Clark, Donald H Taylor, Dr Markus Bernhardt, Dushyant Pandey, Egle Vinauskaite, Emma Mercer (Assoc CIPD, MLPI), Ethan Mollick, Gordon Trujillo, Guy Dickinson, Harish Pillay, Hitesh Dholakia, Isabelle Bichler-Eliasaf, Isabelle Hau, Joel Hellermark, Joel Podolny, Johann Laville, Jon Lexa, Josh Bersin, Josh Cavalier, Joshua Wöhle, Julian Stodd, Karen Clay, Karie Willyerd, Kate Graham, Kathi Enderes, Marga Biller, Marc Zao-Sanders, Meredith Wellard, Mikaël Wornoo🐺, Nico Orie, Noah G. Rabinowitz, Nuno Gonçalves, Oliver Hauser, Orsolya Hein, Patrick Hull, Peter Meerman, Peter Sheppard, Dr Philippa Hardman, Raffaella Sadun, Ravin Jesuthasan, CFA, FRSA, René Gessenich, Ross Dawson, Ross Garner, Sandra Loughlin, PhD, Simon Brown, Stacia Sherman Garr, Stefaan van Hooydonk, Stella Collins, Trish Uhl, PMP 👋🏻, Tony Seale, Zara Zaman
Acknowledging leveraging Perplexity, Gemini, ChatGPT, and Claude for research, formatting, testing links, challenging assumptions and aiding the creative process.
LICENSING
Unless otherwise noted, the contents of this series are licensed under the Creative Commons Attribution 4.0 International license.
Should you choose to exercise any of the 5R permissions granted you under the Creative Commons Attribution 4.0 license, please attribute me in accordance with CC's best practices for attribution.
If you would like to attribute me differently or use my work under different terms, contact me at https://www.linkedin.com/in/marcsramos/.
APPENDICES
Appendix I
Table 9: Measuring EX + Product + Tasks + AI: 16 How-Tos
1. Usability Testing Scores
How to Measure:
Conduct usability testing sessions with predefined tasks.
Collect metrics such as task completion rates, time on task, and error rates.
Implement the System Usability Scale (SUS) to obtain a standardized usability score post-testing.
Tools: UserTesting, Lookback, Hotjar, Maze
2. User Satisfaction Ratings
How to Measure:
Collect user satisfaction ratings through post-task questionnaires using the Single Ease Question (SEQ) for task satisfaction scores.
Measure overall satisfaction using the Customer Satisfaction Score (CSAT).
Analyze responses to identify trends and areas for improvement.
Tools: SurveyMonkey, Qualtrics, Typeform, Delighted
3. Persona Alignment Index
How to Measure:
Assess the Persona Alignment Index by analyzing usage data for different user personas over a defined period.
Track feature adoption and interactions specific to each persona group to see how well the product caters to their needs.
Use analytics tools to segment data by persona
Tools: Mixpanel, Amplitude, Google Analytics, Pendo
4. User Journey Completion Rates
How to Measure:
Establish key user journeys and define success criteria for each journey.
Track the percentage of users completing each journey and identify drop-off points using analytics tools.
Conduct qualitative interviews with users who did not complete journeys to understand barriers.
Tools: Heap, FullStory, UXPressia, Woopra
5. Feature Adoption Rate
How to Measure:
Track the number of users engaging with new features over time.
Measure the time-to-first-use for these features through analytics tools.
Analyze user feedback on new features to understand adoption barriers.
Tools: Pendo, Gainsight PX, Appcues, Amplitude
6. Daily Active Users (DAU) and Monthly Active Users (MAU)
How to Measure:
Utilize analytics platforms to measure the frequency of user logins and interactions over daily and monthly periods.
Calculate DAU and MAU ratios to assess engagement levels over time.
Monitor trends in DAU/MAU to identify spikes or drops in engagement.
Tools: Mixpanel, Amplitude, Google Analytics, Localytics
7. Session Duration and Frequency
How to Measure:
Use analytics tools to track average session duration and count the number of sessions per user over a specified period.
Identify patterns in session frequency and duration to optimize content and features based on user behavior.
Tools: Google Analytics, Kissmetrics, Heap, Hotjar
8. Net Promoter Score (NPS) for EX
How to Measure:
Adapt NPS by conducting surveys that ask employees how likely they are to recommend the EX product on a scale from 0 to 10.
Track changes in NPS over time to gauge improvements in employee sentiment regarding the product.
Segment responses by department or role for deeper insights.
Tools: Delighted, AskNicely, Promoter.io, Qualtrics
9. Feature Request Tracking
How to Measure:
Collect and categorize user requests through surveys or comment sections on the product platform.
Measure the implementation rate of requested features over time by tracking which requests are acted upon and when.
Analyze trends in requests to prioritize future development efforts.
Tools: ProductBoard, Aha!, UserVoice, Canny
10. A/B Testing Results
How to Measure:
Set up A/B tests comparing different design variations or feature sets with defined success metrics (e.g., completion rates, satisfaction scores).
Track performance metrics for each version during testing phases and analyze results statistically for significance.
Gather qualitative feedback from users after testing phases conclude.
Tools: Optimizely, VWO (Visual Website Optimizer), Google Optimize, AB Tasty
11. Accessibility Compliance Score
How to Measure:
Evaluate adherence to WCAG guidelines through automated audits and manual testing sessions with diverse users.
Track the number of accessibility issues identified and resolved over time, documenting compliance improvements.
Conduct follow-up tests after changes are made to ensure ongoing compliance.
Tools: WAVE (Web Accessibility Evaluation Tool), aXe, SiteImprove, AccessiBe
12. Inclusive Design Adoption Rate
How to Measure:
Document design decisions that incorporate inclusive principles throughout the development process.
Track usage patterns across diverse user groups over time using analytics tools to ensure different perspectives are represented in product design decisions.
Conduct surveys or interviews with diverse users post-launch for qualitative feedback on inclusivity.
Tools: Microsoft Inclusive Design Toolkit, Adobe XD, Sketch, InVision
13. Page Load Time and Responsiveness
How to Measure:
Use performance monitoring tools to track average load times and time-to-interactive metrics across different devices and browsers regularly.
Report on performance improvements after optimizations are made, comparing before-and-after metrics systematically.
Set benchmarks based on industry standards for page load times (e.g., under 3 seconds).
Tools: Google PageSpeed Insights, GTmetrix, New Relic, Pingdom
14. Error Occurrence Rate
How to Measure:
Monitor system errors and crashes using error tracking software integrated into your product environment.
Analyze logs for frequency of errors reported by users and track the time-to-resolution for each issue reported through customer support channels or internal systems.
Regularly review error reports during team meetings for continuous improvement discussions.
Tools: Sentry, Bugsnag, Rollbar, Airbrake
15. Productivity Impact Assessment
How to Measure:
Establish baseline productivity metrics before implementing EX products (e.g., output per employee).
After deployment, compare productivity metrics against baseline data using quantitative methods such as performance reviews or output tracking systems over defined periods (quarterly).
Conduct surveys pre-and post-deployment asking employees about perceived productivity changes due to new EX features.
Tools: Asana, Trello, Monday.com, Jira
16. Retention Impact Analysis
How to Measure:
Analyze employee retention rates before and after implementing EX products by comparing turnover rates across departments or roles that actively use the product versus those that do not.
Track employee engagement metrics and correlate them with retention data to identify potential relationships between product usage and employee loyalty.
Conduct exit interviews and surveys to gather insights about the role of EX products in employee decisions to stay or leave.
Tools: Workday, BambooHR, ADP, UKG (Ultimate Kronos Group)
NOTES
Tasks as an Employee Experience Product
[29] they conducted a 3-year study of over 1,000 global retail locations: Kate Gautier, Tiffani Bova, Kexin Chen, Lalith Munasinghe, (2022), “Research: How Employee Experience Impacts Your Bottom Line, HBR Human Resource Management, https://hbr.org/2022/03/research-how-employee-experience-impacts-your-bottom-line
[30] like having a super-smart colleague: William Arruda, (2024), “How the Rise of the AI-Enabled Employee will Imact Career Success”, Forbes, https://www.forbes.com/sites/williamarruda/2024/08/04/how-the-rise-of-the-ai-enabled-employee-will-impact-career-success/
[31] like having a super-smart colleague: Matt Tenney, (2024), “How AI Is Helping To Improve Employee Experience”, Business Leadership Today, https://businessleadershiptoday.com/how-is-ai-helping-in-improving-employee-experience/
[32] like having a super-smart colleague: Taylor Karl, (2024), “Revolutionizing Workplaces: Real-World Examples of AI Implementation”, New Horizons, https://www.newhorizons.com/resources/blog/examples-of-ai-in-the-workplace
[33] like having a super-smart colleague: Alexander Heinle, (2023), “AI in Employee Engagement: 7 Applications to Try Yourself”, Zavv, https://www.zavvy.io/blog/ai-employee-engagement
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