Digital employee experience (DEX) is a powerful concept that mirrors customer experience. Still new in the marketplace of ideas, it's already having an impact around the globe. Closing keynote at DEX 2019 (Sydney) by James Robertson, Founder, Step Two.

1. DEX: the story so far…
James Robertson, Step Two

2. In the beginning,
there was an idea…

3. Modern intranets play an
important role in organisations,
delivering key services, and
providing an enterprise front door
@james_steptwo

4. A digital workplace consists of the
set of tools, platforms and
environments for work.
@james_steptwo

5. A great digital workplace consists
of a holistic set of tools, platforms
and environments for work,
delivered in a coherent, usable
and productive way.
@james_steptwo

6. Digital employee experience (#DEX)
is the sum total of sum total of the
digital interactions between a staff
member and their organisation.
Definition v1

8. Frankie Raymond
Australia Post

9. Neil Barnett
Heathrow Airport

11. … a new world started
to emerge…

12. #DEX
Five powers of DEXFive superpowers of DEX

13. SUPER POWER 1:
People
DEX understands people and then
delivers extraordinary
experiences that help them
prosper.
#DEX

14. SUPER POWER 2:
Vision
DEX offers a vision that has
meaning and value for all
stakeholders.
#DEX

15. SUPER POWER 3:
Cohesion
DEX helps to provide cohesion, in
an ever-increasingly complex
enterprise environment.
#DEX

16. SUPER POWER 4:
Impact
DEX helps helps organisations to
work better.
#DEX

17. SUPER POWER 5:
Passion
DEX gives senior leaders
something they can be
passionate about.
#DEX

20. Digital employee experience (#DEX)
is the sum total of the digital
interactions between a staff
member and their organisation.
Definition v1

21. Digital employee experience (#DEX)
is the sum total of the digital
interactions within the work
environment.
@james_steptwo
Definition v2
www.steptwo.com.au/papers/what-is-digital-employee-experience

22. Step Two DEX survey
2018/2019
See the ‘state of the nation’ for
digital employee experience
Results just released as a free
whitepaper:
www.steptwo.com.au/DEX-survey

23. of organisations have a
definition for DEX
11%
YES NO UNSURE
Step Two DEX survey 2018/2019 www.steptwo.com.au/DEX-survey

24. EXTREMELY IMPORTANT
say DEX is extremely or
very important
39%
VERY SOMEWHAT NOT SO NOT UNSURE
Step Two DEX survey 2018/2019 www.steptwo.com.au/DEX-survey

25. EXTREMELY IMPORTANT
say DEX is only
somewhat important
42%
VERY SOMEWHAT NOT SO NOT UNSURE
Step Two DEX survey 2018/2019 www.steptwo.com.au/DEX-survey

26. … what’s happening
right now …

27. Christy Punch
Wells Fargo

28. Pete Johns
NRMA

29. Janine Marchi
Liberty Mutual

30. Lisa Ryman
DHS

31. CulturalPhysical
Digital
Employee experience (EX)
@StepTwoDesigns

32. D
@StepTwoDesigns
EX ➜ CX

33. www.steptwo.com.au
CreatedbyOnPointSolutions:
www.onpointsolutions.com.au

34. … and where we
should go now…

35. #DEX

36. www.steptwo.com.au/learn

37. PEOPLE
Engaging employees and fostering
a strong culture
• Enhance internal
communication
• Improve employee engagement
• Support culture change
• Improve employee onboarding
• Foster career progression
• Improve talent retention
PROCESS
Streamlining tasks and supporting
core business
• Simplify business tasks
• Streamline business processes
• Improve employee productivity
• Improve customer experience
and satisfaction
TECHNOLOGY
Enabling new ways of working
• Increase collaboration
• Support flexible working
• Support agile practices
• Foster knowledge sharing
• Accelerate innovation
• Accelerate digital
transformation
www.steptwo.com.au/papers/how-to-measure-the-value-of-digital-employee-experience-dex/
Measuring the business benefits of DEX

38. EXTREMELY IMPORTANT
say DEX is extremely or
very important
??%
VERY SOMEWHAT NOT SO NOT UNSURE

39. Let’s all create ‘day in the life’
stories that put shape to DEX

40. © 2018 Step Two (www.steptwo.com.au), all rights reserved
Diane has worked at the hospital for over twelve
years in a number of roles and is now a Nursing
Unit Manager (NUM) in the Surgical High
Dependency Unit.
Diane is a highly trained clinician and very good
at what she does. She is a new manager and
has lots of additional administrative tasks to
take care of. To date Diane’s career has focused
on taking care of patients, but these days she
finds herself looking after a large team of nurses
and the additional tasks that go along with
being a NUM.
A day in the life
Although Diane
doesn’t consider
herself tech savvy, she
spends a lot of time on
her mobile phone
primarily for texting and also
using Facebook to keep up
with the family, some who are interstate.
She also uses her phone to take and share
photos, especially on occasions such as when
she recently went on holidays to Hawaii.

41. © 2018 Step Two (www.steptwo.com.au), all rights reserved
A day in the life
On the way to work Diane checks what she has on for the
day. Whereas before she would have never dreamed of
starting work before stepping into the hospital,
she now finds it gives her a real sense of
satisfaction to get on top of things using
her phone before her shift has even begun.
She wants to check the days roster, so
taps to open the intranet. Diane likes that
her unit’s roster is one tap away from
the intranet’s homepage. She opens the
roster and sees that Joan – one of the nurses
in her team, has had to cancel her shift. Diane
thinks ‘no problem’ as she jumps to the district
collaboration platform and quickly sends a group chat
message to her team asking if anyone would be available
to fill-in.
While waiting for a response, Diane looks to see what else
is happening in the district. On the intranet’s homepage
she notices that the REACH (Recognise, Engage,
Act, Call and Help) policy has been updated.
Having time while waiting on the bus, Diane
opens the updated policy and
understands what has changed and
potential impacts on her team.
With the bus just about to arrive, Diane
receives a response from Brad – a member
of her team, saying that he’ll take on the shift
that Joan cancelled. Diane takes note to
update the roster accordingly once she’s got into
Westmead for the day’s work.

42. © 2018 Step Two (www.steptwo.com.au), all rights reserved
Arriving at the hospital at 7.00am, Diane jumps onto her
desktop to update the roster, changing Joan’s shift to
Brad. Using her mobile phone, she messages Brad to
confirm. Happy that most of the day’s rostering issues
are quickly out of the way, Diane has time to start
reviewing the EMR and patient flow.
By 10.30am Diane has a quick team meeting. She notes
the updated REACH policy that she read while travelling
to work. As the meeting concludes one of her team
members references a new staff video she saw on the
intranet. It was from the CE, announcing a new staff
wellbeing initiative – a topic they’d discussed
numerous times amongst themselves. Diane thinks to
herself that it’d be great to view the video when she gets
the chance.
A day in the life
During her rounds, Diane comes across a patient that
needs to be booked into the outpatient clinic. Using her
mobile phone, Diane opens the district intranet, taps the
search function and types ‘outpatient’. Immediately the
outpatient clinic service appears in the results with a
link to common processes. She selects the “Book an
outpatient” process and fills out the
required details in the electronic
form. The booking is
confirmed on submission
and Diane informs the
patient of the details.
Diane returns to her desk
and finalises some updates
to patient details in the EMR.

43. DEX is brand new, and we’re all
leading the charge!

44. An idea a new world
it’s about people!structure emerges

45. Find needs, tell #DEX stories,
make a real difference!

46. Thank you!
James Robertson, Step Two
www.steptwo.com.au
jamesr@steptwo.com.au
Twitter: @james_steptwo