Designing HR services for people: The moments that matter

Designing great employee experiences starts with transforming from the traditional transaction and function orientation of HR, to orienting around services and treating employees as consumers. It means designing HR in terms of the questions that employees and managers want answered.

An employee that wants to go on maternity leave, for example, will ask a variety of questions over the course of her pregnancy and after her child’s birth: How much time can I take? How much will I be paid? How do I request my leave? What about benefits? How do I return to work?

In the old model, she contacts HR five or more times. With each call, she talks to a new rep (or searches a new policy), rehashing her personal situation, and then is left to figure out the next step on her own. Anticipating her questions and focusing on a thoughtful employee experience can provide end-to-end support to proactively address her concerns. And it can benefit the employer by maximizing that employee’s productivity before her leave begins.

To anchor the service delivery model around employees as the consumers of services, Accenture has identified a set of commonly occurring scenarios that require coordination across a number of functions, both within HR and beyond. We then redesigned our delivery model to provide “concierge service” around five “moments that matter” for employees and managers: