…Employee Engagement Week 2

Research Week 2 – 24/06/13


I will update the first two weeks shortly. I have been getting my mind into employee engagement.

Coming into Week 3 of the my final project, my point of view was that I needed to have a better understanding of the literature around employee engagement and I needed to start identifying service design tools and a process to experiment with. I also wanted to refine my research proposal.

Four items for the week

–        Read about employee engagement (Zappos book and Macleod Report)

–        Finish reading Service Design book by Ben Reason

–        Identify service design tools to be used in employee engagement

–        Re-write research proposal to be more focused

So first of all I kept reading the service design book by Reason et al. Which has been a great book to piece together a lot of the elements of service design and almost create a process for Service Design. There are not that many actual service design books out in the market. So this has been a great help in two aspects so far.

1. I identified that I need to create a visual Service proposition between the enterprise and the employee. What is the promise and what is the value of the enterprise.

Service Proposition Diagram

Service Proposition Diagram

2. I identified that a service blueprint mock-up would be key to piece together the type of experiences of employees (see mock up photo below).

Service Blueprint mockup

Service Blueprint mockup

A number of useful insights were also discussed

–  Categorising types of experience (TASK, COMMERCIAL and LIFE P132)

These then had four categories inside them. User experience (interactions with tech) , Customer experience (experiences with retail brands), Service provider experience (what it is like on the other side), Human Experience (emotional effect of services)

I would suggest that out the most important for my project would be service provider and human experience.

I feel at the heart of the employee engagement debate is the issue around the types of experience an employee has with a company. Task, Commercial and Life (experiences that shapes our wider quality of life). Maybe they are satisfied with Task and Commerical even though they can be somewhat ethically be questioned (eg Enron). The life experience is an interesting area, some companies like Google have upped the ante by giving emloyees all the things they need to stay, however does this improve the Life experience and produce greater productivity or do we all need to switch off at some point?

It would be worth looking for insights in the employee engagement literature to see if there is opportunity in the touchpoints around life experience. As in the Macleod report it is said that one of the pillars is around employees needing meaning from there work. (P133)

Human Experience

“a lack of attention to the human experience could be much more damaging and permanent” (P136-137) The human experience contains huge range of emotions as well as feelings. This resonated with me for two reasons, one service design is about creating human experiences which are best for the customer and if its either humans or technology its needs to have been thought through with a human experience in mind. For example calling a company via telephone. They have evolved from machine voices to having human voices for the options. I still don’t find them the most engaging.


CONSIDERING TIME AS AN OBJECT of DESIGN – Objects of design are experiences over time (P138). This was a point I read which made me step back, when you are designing services and touchpoints you designing with time included. Sometimes in the past with internal and external services the touchpoints for a service have been developed in isolation and the “holistic view” has not been taken into consideration thus one or more of the touchpoint doesn’t fit or feels wrong or the timing/expectation they create is not right.


IDEA and Action – Do a blueprint and proposition maps. Using Velcro strips and use that to interview people first and companies to assess their perceptions of the employee engagement. This was an initial method to test out employees views.

During the later parts of the week I was reading about Zappos values and employee engagement activities, Tony Schwartz book and the Macleod report.


– Find evidence on hypothesis

– Develop service proposition map.


A screen grab of mind map being produced

A screen grab of mind map being produced

IMG_644920130623-221717.jpg 20130623-221745.jpg 20130623-221736.jpg 20130623-222021.jpg 20130623-222038.jpg

Service Blueprint mockup

Service Blueprint mockup

20130623-222108.jpg IMG_6519 IMG_6521 IMG_6500 IMG_6499 IMG_6501 IMG_6498


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