What If We Designed Employee Experience Like a Customer Journey?

Описание: In this episode, Rudi Bauer talks with Frank Spillers, Design Leader, about how human-centered design can improve both digital products and employee experience.

They discuss what makes an experience truly work, the differences between UI, UX, and service design, and how user expectations have evolved in the digital age. Frank also shares insights on the role of AI in design, the rise of hyper-personalization, and why accessibility, inclusion, and emotional value are essential for meaningful experiences.

The conversation explores what HR teams can learn from product and design practices, including tools like journey mapping and better ways to measure employee experience.

00:57 Intro
03:40 What makes a great experience
05:34 Designing with a deep understanding of people
07:22 UI vs UX vs Service Design — what’s the difference?
10:08 Why journeys go beyond individual touchpoints
12:43 How user expectations have evolved
16:40 Using AI in digital design (and why humans still matter)
19:11 Entering the era of hyper-personalization
24:00 Scaling accessibility and inclusion in design
26:53 The role of emotion in user experience
30:58 What HR can learn from product and design teams
33:36 One service design tool for HR: Journey Maps
36:21 Measuring employee experience and satisfaction
37:18 This or That
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