Work Experience: It’s All in the (APP)lication

July 2023

Work Experience: It’s All in the (APP)lication

Inspiring a brighter future, Together.

APPS IN ACTION

PG. 6

THE FUTURE OF APPS IN THE WORKPLACE

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NOT JUST FOR MAJOR EMPLOYERS

Many businesses today use apps to advance their business, and more importantly use them as an engagement tool with customers, clients, and consumers. In the “Experience Economy” these are a way to connect, build trust, repeat and incremental business, and loyalty.

In addition to service providers, think about Higher Education, K-12, Private Member Clubs, Country Clubs, Associations, even Senior Living Communities.

PG. 12

Work Experience: It’s All in the (APP)lication

In today’s fast-paced work environment, technology has revolutionized the way we work. One of the most significant advancements has been the development of workplace apps, which help us streamline tasks, communicate effectively, and collaborate with team members. These apps have become an essential part of modern workplaces, and they have transformed the way we approach work.

Communication Apps: Communication apps like Slack, Microsoft Teams, and Google Meet have become the backbone of modern workplaces. These apps allow team members to communicate in real-time, share files and collaborate seamlessly. With features like video calls, screen sharing, and file sharing, these apps have made remote work easier and more efficient.

Project Management Apps: Project management apps like Trello, Asana, and Basecamp help teams keep track of tasks, deadlines, and projects. These apps allow teams to create to-do lists, assign tasks, and set reminders, making it easier to manage projects and ensure that deadlines are met.

Time Management Apps: Time management apps like RescueTime and Toggl help users track their time and ensure that they are working efficiently. These apps allow users to see how they are spending their time, identify areas where they can be more productive, and make changes to their work habits accordingly.

File Sharing Apps: File sharing apps like Dropbox and Google Drive allow team members to share files and collaborate on documents in real-time. These apps have made it easier for teams to work on projects together, regardless of their location.

Note-taking Apps: Note-taking apps like Evernote and OneNote are popular among professionals who need to take notes and organize information quickly. These apps allow users to create and organize notes, add images and audio recordings, and share notes with team members. The benefits of using workplace apps are clear: they make it easier to collaborate with team members, manage projects more efficiently, and communicate effectively. They also make it easier for remote workers to stay connected with their team members and stay productive, regardless of their location.

Each of these individual apps work independently and deliver the task they are designed to do, however with “app fatigue” combined with enhancing the work experience, there is a new generation of workplace apps that focus on the overall employee experience – simplification, ease of use, convenience, and everything in one place.

Here are some of the most popular workplace apps that are used in offices across the world today:

Apps in Action

Looking at the workplace through the same lens as a resort, the hotelification of the workplace is a real and comparable opportunity that has the ability to transcend beyond the physical office but to workers wherever they may be.

Apps for Hilton for example allow a completely contactless experience, check in remotely, wayfinding, digital key and access.

Another favorite, American Airlines - their app is a mobile application designed to enhance the travel experience for American Airlines customers. The app provides a range of features and services that allow travelers to manage their flights and travel plans, access real-time flight information, and interact with American Airlines customer service.

Some of the key features of the American Airlines app include:

Flight booking and management: The app allows travelers to book and manage their flights, view flight schedules and seat maps, and access boarding passes.

Real-time flight information: The app provides up-to-date flight status information, including gate changes, delays, and cancellations.

Baggage tracking: The app allows travelers to track their checked baggage and receive alerts if their bags are delayed or lost.

Loyalty program integration: American Airlines’ loyalty program, AAdvantage, is integrated into the app, allowing members to view and manage their miles and elite status.

Customer service: The app provides access to American Airlines’ customer service, allowing travelers to chat with a representative or request a call back for assistance.

In addition to these features, the American Airlines app also provides travelers with access to airport maps, TSA security wait times, and a range of travel tips and recommendations.

Since its launch, the American Airlines app has received positive reviews from customers, with many citing its ease of use and convenience as key factors in their satisfaction with the app. The app is available for free download on both iOS and Android devices.

Overall, the American Airlines app is an example of how mobile technology is being used to enhance the travel experience for customers. By providing real-time information and access to a range of services, the app is helping to make air travel more efficient, convenient, and enjoyable for American Airlines customers – everything needed for the user in one place.

When considering an experience app for any use-case, adoption is critical to not only drive usage but to get data, and ultimately demonstrate return on investment too.

Just like with both examples of Hilton and American Airlines, adoption is high – the reason why? Both have access control built into them – yes, you can wait in long lines at the hotel to check on, yes you can go get a printed boarding pass, but those savvy travelers to whom time and convenience are precious, these experience apps win the day.

So, what does that mean for the future of apps in the workplace, and the work experience?

Post-pandemic the world of work has changed, and some say has changed for GOOD, for the better. The “C’s” of more Community, Collaboration, and Connectivity have soared to the top of the list of employee priorities, as has the need for good Coffee (and food options), and the desire to “mute the Commute” and win back time, and work/life balance.

The knowledge workforce has discovered that work from anywhere can be more productive – the notion of commuting to an office to do “heads down” work is out of the window, when in fact writing a paper, building a presentation, or creating a spreadsheet can best be done in isolation without the need for an office at all.

Therefore, the demands and expectations on the office have changed – it’s no longer a place to do the work, it’s a place of interaction, of social interaction, creative collisions, and as such a place to be magnetized and where your people choose to be (not have to be).

Banking and financial services giant, HSBC, has in recent years, made significant investments in technology to enhance its digital offerings, including the development of a Workplace app.

The HSBC Workplace app, ‘MyDay’, is a mobile app that provides employees with access to a range of community based and logistical tools. These tools include building and location information, space booking (room, desk, collaborative space, parking), digital building access, IT and Facilities tickets, colleague directory, find a colleague

functionality, travel information and booking, password resets and will soon bring together other apples such as HR and expenses to provide a truly frictionless experience for users. It looks good too!

To deploy the HSBC Workplace app, HSBC worked with the mobile app development company, Modo Labs. Modo helped them to create a custom app that met the specific needs of its employees, integrating the app with existing technology infrastructure and ensuring that the app met the company’s strict security and compliance requirements.

The deployment of the app was part of a broader digital transformation strategy at HSBC, aimed at improving the employee experience and increasing productivity. Since the launch of the app, HSBC has reported positive results, with employees citing the app’s ease of use and convenience as key factors in their increased engagement with company resources.

The work experience of the future has the opportunity to be fully digitized – all the tools in one place, easily accessible, easily consumed, making work easy, wherever you are.

Employees are working from home more than ever before. Companies are seeking to lure people back to the costly real estate, but in order to do so, they need to magnetize the work experience, and the workplace app is a great way to engage, collaborate, and create a sense of community.

It’s important to note that workplace apps should be used in moderation. Too many apps can be overwhelming and counterproductive, as users may find it challenging to manage multiple apps and notifications. It is important to choose the right apps that meet your needs and integrate them seamlessly into your workflow.

Workplace apps have become an essential part of modern workplaces, helping teams communicate, collaborate, and manage projects more efficiently. With the right apps and proper usage, these apps can help professionals stay productive, focused, and connected with their team members.

Apps not just for Major Employers

Many businesses today use apps to advance their business, and more importantly use them as an engagement tool with customers, clients, and consumers. In the “Experience Economy” these are a way to connect, build trust, repeat and incremental business, and loyalty.

For example, ISS, or ISS World, a global provider of facility services and workplace solutions, operating in over 75 countries around the world, in recent years has invested heavily in digital innovation, including the development of its ISS Workplace app.

The ISS app provides access to its clients employees to a whole range of services it provides. Facilities services from temperature control, workspace

booking, emergency cleaning, repairs, to digitized mail room solutions, even ordering lunch or catering.

It’s these multi-use apps that deliver a greater experience to employees but at the same time greater efficiency and visibility and facilitate a more on-demand driven service model with rich data that in turn be translated to become predictive of building and operational needs.

In addition to service providers, think about Higher Education, K-12, Private Member Clubs, Country Clubs, Associations, even Senior Living Communities.

Senior living facilities: have increasingly been incorporating mobile apps into their services to enhance the experience of their residents. Mobile apps provide a platform for residents to communicate with each other, access services and amenities, and stay up to date on events and activities. Some popular features of senior living apps include:

Social networking: Many senior living apps include a social networking feature that allows residents to connect with each other, share photos and stories, and stay up to date on the latest news and events.

Health and wellness: Senior living apps may offer health and wellness features, such as access to fitness classes and resources on healthy living.

Dining: Apps may also include a dining feature that allows residents to view menus, order meals, and provide feedback on their dining experience.

Maintenance and services: Apps can also provide residents with a platform to request maintenance or service requests, such as housekeeping or laundry services.

Entertainment: Senior living apps may offer entertainment options such as access to music and movies, games, and other leisure activities.

One example of a senior living app is MyErickson, developed by Erickson Living. MyErickson provides residents with access to a variety of services and amenities, including dining menus, transportation schedules, and community news and events. The app also allows residents to connect with each other and share information and experiences.

Another example is the Senior Living Communities app, which includes features such as a community event calendar, news and announcements, and an interactive map of the community. The app also offers access to resources on health and wellness and provides a platform for residents to communicate with each other.

Imagine “absent loved ones” being able to send gifts, buy meal plans, special meals for special occasions, treats to parents, grandparents, or friends.

Apps for apps sake is a folly, but apps that have a purpose, are meaningful, convenient, and frictionless, and make life better, easier, more seamless hold the power to transform experiences. As soon as you do that you increase the adoptability of the platform – add building access, and/or device authentication, then you have 100% adoption.

It’s a team game though– workplace

apps span every part of the organization and stakeholder buy in from leadership, human resources, technology, facilities, operations, and workplace experience is essential, as is securing the sources of funding from these stakeholder groups. Bringing these groups together is an essential part of the ongoing support of the app.

Identify the return on investment–

whether return to office, employee engagement, satisfaction, efficiency, productivity, retention, understanding the success factors is hugely important when evaluating the investment. Then, break that down to a cost per employee per day to put the return into context, which inevitably will be a miniscule fraction of your payroll costs.

Once

built, keep it fresh–

the ongoing investment in keeping the content fresh and updated, engaging regularly with the audience, communicating updates, features, events, offerings in the workplace are critical to ensure and maintain levels of adoption.

Apps will become the norm–

the invention and evolution of the workplace app is still in its infancy, in as much that only the top percentile have either deployed one, or about to – but this is just the start of the journey, the workplace app (and other use cases), just like with the airlines will become the norm, and therefore into the future, these organizations that do not have one will become the odd ones out.

And not just for the workplace–expect a proliferation to come across a wide range of use cases, for example, more sophistication in existing apps in airlines and hotels, but then extending into senior living, in K-12, higher education, and beyond. As consumers continue to seek more convenience and ease of life tools, then apps are here to stay, and flourish into the future.

About the Authors:

Simon

Elliot

Managing

Partner & Co-Founder

Simon Elliot is Managing Partner and co-founder of boutique consulting and advisory firm, 4xi Global Consulting. He is the Chair of WORKTECH Academy for North America, a Fellow of the Institute of Directors (London) and considered a global thought leader in the future of work and how we’ll work tomorrow.

Now based in the San Francisco Bay Area, Simon has lived, worked, and traveled globally having visited 6 or the 7 continents and led business and projects in the UK, Northern Europe, Australasia, Asia, South, and North America.

Gabriele Fink

Formerly

Project Director,

Workplace App HSBC

Gabrielle has over 20 years of Financial Services industry experience, most recently delivering a market leading colleague workplace app to HSBC globally.

Prior to her most recent assignment, she delivered programs of varying complexity and led large multifunctional teams. While at Goldman Sachs, Gabrielle had a particular focus on derivative regulatory reform and industrialization and a deep subject matter expertise in all aspects of Collateral Management, Valuations and Private Wealth Client Operations.

With the deployment of MyDay at HSBC, she is considered a leading global expert in the creation and deployment of workplace apps.

4xi Global Consulting & Solutions

4xi is a boutique advisory and consulting firm focused on the Human Experience (HX) in the Away from Home markets – people at work, in education, at rest, and at leisure. 4xi is a unique collective of senior industry leaders from both the client-side and operator-side of the business supporting Client Organizations, Service Providers, Innovators, and Accelerators transforming their experience offering and making a greater impact through a people-first approach to service and business.

PUBLISHER

4xi Global Consulting

EXECUTIVE TEAM

Simon Elliot

Managing Partner & Co-Founder

Barbara Boden

Managing Partner & Co-Founder

Tony Johnson

Leadership Advisory Council

Chief Experience Officer (CXO)

MARKETING

Hannah Spearman

Graphic Design & Creative Services

This publication was published by 4xi Consulting. For more information about 4xi Consulting, please visit us at www.4xiconsulting.com, email us at hello@4xiconsulting.com.

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