04 August 2023

Employees are key to an organisation's success. While traditional models prioritise customers and shareholders, we now recognise the importance of valuing employees as well. This article describes how service design principles and methods can be applied to shape the employee experience, discusses the role of leadership in the employee journey, and lists three cases in which companies focussed on the experience of the staff, not only of customers. We aim to identify methods for holistic employee experiences, enhancing engagement, productivity and satisfaction, whilst still supporting the organisation's long-term sustainability and competitiveness.