The HR & OB Society
But why are we doing all of this?
Because till the time the employees are not happy, customers are not going to be happy as
well. Dianne Gherson, IBM’S head of HR, interviewed by Harvard Business Review, led the
employee experience overhaul using Design Thinking and mentioned “We have found that
employee engagement explains two-thirds of our client scores. And if we are able to increase
client satisfaction by 5 points, we see an extra 20% in revenue, on average”.
Thus, it is imperative that HR transforms from a traditional process oriented model to a people
oriented model where employees’ experience is given the utmost importance. And, this can
be possible if design thinking is used in HR functions.
1 – Referred from Interaction-design.org
Pritha Khandelwal, SIBM Bengaluru
Faculty of Management Studies, Delhi
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