Connected Experience for Employees

Enhance user experience through consumer-grade conversational abilities, provide seamless digital experience across different touchpoints, and support hybrid ways of working. The goal is to create a world-class user experience for employees by working on interrelated projects that focus on curated experiences for different user groups, hyper-personalized experiences, and a unified interface across all form factors.

· System of engagement for amalgamated experience: Create a System of Engagement (SoE) that combines expert systems to render optimal experience. Create a single window of system to perform all business activities in the quickest possible way

· Enhance user experience through AI driven consumer grade conversational abilities: Embed conversational BOT to introduce quick interactions and hyper personalized experience. Create content which is specific to each user persona amongst 240K employees.

· Compelling multi-channel engagement touchpoints: Provide seamless digital experience across different touchpoints (mobile, web, Office products including Teams), engagement channels to support hybrid ways of working

The project resulted in significant business benefits, including a reduction in transaction time, cost savings, improved employee satisfaction, and enhanced operational efficiency. Key results include a 50% reduction in issue tickets raised by new joiners, 99.99% availability of the digital experience platform, and a 5X improvement in time to bill for new joiners.

1. Reduction of transaction time from minimum 6 clicks to a single click for critical transactions- 4M $ worth of cost avoidance per year through reduction in transaction time

2. Reduction in TAT from 45+ days to 4 days for microsite creation therefore saving on development time- $280K cost saving by reduction in development time

3. 50% reduction in number of issue tickets raised by new joiners.

4. More than 99.99% of availability of the digital experience platform ensuring all time availability - $37M cost avoidance with reduced downtime.

5. 99% allocation of laptops on day 1 for the new joiners thereby achieving 5X improvement in time to bill - $1.7M Potential additional billing with reduced time for new joiner readiness

6. Response Time: 4-7 seconds for users, 6 times improvement for geo users

7. 37.5 full time employee of effort saving through help desk ticket avoidance due to integrated BOT

8. Reduction in information searching time and enablement of critical transactions through GenAi enabled conversational BOT

The project faced following challenges during the development and implementation:

1. It needed cultural shift to Transform the processes. People tend to ask for old features (like auto blocking access) which were unfriendly and didn’t fit into new ways of digital processing.

2. Integration with legacy systems was a big challenge due to lack of documentation, rigid architecture, data structure, API non availability. This enabled real-time information flow between systems to enable uninterrupted business activities. We had to modernize the existing systems to be compatible with the digital experience platform we had built

3. Since our organization is entrusted with sensitive customer information, proprietary data about employees across countries, Data Security and privacy concerns are one of the top concerns in any new project we undertake, and security was built into development cycle.

4. Talent shortages and skill gaps as we were working in areas like GenAi, Composable Business Architecture, RPA, BTP, SPFX etc. We overcame this issue by partnering with third party vendors and upskilling internal teams.

The project involves creating a user-centric digital experience platform with key features such as curated experiences for different user groups, dedicated workspaces for key user groups, hyper-personalized experiences, and a collaborative hub for mentorship. It also includes a unified interface across all form factors, multilingual capabilities, and a Gen AI-enabled BOT for conversational experiences. The project aims to enhance employee self-service, reduce helpdesk tickets, and improve hybrid work flexibility through smart infrastructure.

Basis the strategy and our guiding principles, we worked on 4 interrelated projects to achieve our goal of creating a world class user experience for employees.

1. User centric digital experience platform with the following key features:

Curated experience for different user groups basis role (Sales, delivery, recruiters, finance, HR), tenure (new joiners); and demographic spread (Geo specific nuances). Dedicated workspace for key user groups like:

· Onboarding Hub for new joiners, with geo and department specific curated content & transactions for hyper personalized experience

· Recruiter’s space for hosting knowledge artifacts, resources, processes, and policies for recruiters

· Sales dashboard with insights and embedded analytics

Hyper personalized experience for users – bringing in important transactions, pending actions, mandatory trainings, information from different applications into one place.

Collaborative hub for mentorship; Gamified zone for rewards, badges and recognition; Dynamic knowledge sharing platform

Unified interface across all form factors – mobile, web, Office Products, Teams

Multilingual capability enabling transactions in key languages

2. Gen AI enabled BOT for conversational experience

Enable quick and contextual retrieval of information and completion of transactions across all functions

Use the Bot for gentle nudges to the employees on pending actions and transactions

Quick help in drafting RFPs, proposals and analyse RFP customer feedback

Reduce helpdesk tickets by resolving user’s queries

3. Enhanced employee self-service by leveraging the power of AI/ML

Unified Service Desk for raising tickets and AI/ML based routing to reduce ticket resolution time

Using Gen AI for various employee lifecycle processes like: Intelligent Policy Search through Chatbot, to help employees find right policy applicable for them; Auto generated job description to help automatically create meaningful JDs for improved hiring; Generate interview questions to aid interviewers

Self-build of laptops through MS-Autopilot

4. Smart infra to enhance employee exp:

Hot seating/Hot desking to improve hybrid work flexibility/new joiner experience

Improved video conferencing services by adopting Microsoft Teams Rooms (MTR) enabled Video Conference to ensure One Touch joining from conference /meeting rooms.

Enhanced Hybrid working experience through the Wireless-First program by improving network visibility, manageability & performance resulting in immersive exp, superior connectivity and user experience (5Ghz Rollout)

The project has a global reach, impacting employees across different geographies. It includes geo-specific nuances and curated content for different regions, ensuring a seamless and personalized experience for employees worldwide.

· End Users were spread across 55 countries that HCLTech was operating on. We created Geo-specific portal with support for languages like German, French. Portal will automatically show content in different languages depending on user preference and geographic location

· Business teams were spread across US, UK and India.

· Development team was spread across India and Singapore. Within India, team was spread across 5 different cities (Noida, Bengaluru, Hyderabad, Chennai, Lucknow)