The success of an IT Happiness program ultimately depends on the actions taken based on the end user feedback.
Measuring is not enough to achieve (even higher) IT Happiness. The success of an IT Happiness programme ultimately depends on the actions taken and the internal communication. Once sufficient insight has been gained, the time has come for general knowledge about happiness and the perception of technology to be applied in your own organization. We know, for example, that there are differences between generations and job profiles when it comes to proficiency with certain tools or applications and the demands placed on the use of this technology. If the Monitor shows that this is also the case in your organization, differentiated actions can be set up for each target group. In this way, scientific insights, the experiences of other organizations and your company-specific situation are combined into an effective action plan to increase IT Happiness. An important part of our activation approach is the double feedback loop.
Double feedback loop
To enable improvement, it is important for every organization, IT departments included, to receive continuous feedback from their customers. Negative signals can indicate problems that can sometimes be tackled immediately (operational loop) while sometimes it is necessary to reorganize processes or adjust training courses (tactical-strategic loop). Often organizations have already set up this negative feedback loop. But there is always room for improvement in this area.
Ideally, an organization will have set up a feedback loop that captures both dissatisfaction and enthusiasm. As a result, the organization receives a healthy mix of critical and positive reactions. The chance of achieving flow is much greater when the enthusiastic reactions are also captured and fed back to the operational level. By analyzing why high marks are scored in some areas, you can also learn why things are going better than expected. Perhaps specific employees are doing something special here or processes have been arranged in a convenient way. It is therefore possible that this type of insight can be applied to other areas as well.
As in the awareness phase, communication directed towards both IT staff and end users is also very important in the activation phase. Results and improvement actions, but certainly also compliments can be relayed to both target groups through intranet/SharePoint, via internal mailings or by means of a personal message. In this way, every employee can retrieve the information relevant to him or her from the preferred channel. The CIO or IT manager can take a leading role here by sharing outcomes and improvement plans by means of a video, a written message or a live presentation. One way to bring IT and the end users together is by organizing an IT Happiness café. In the café, discussion is initiated about the results of the IT Happiness Monitor and ideas are put forward for improvement actions. In addition, the café also offers an excellent opportunity for IT to share and test innovations with the end user.
Yorizon offers various workshop forms to activate the results of the IT Happiness Monitor. The aim of all these forms of workshop is to turn the results into effective and achievable actions. Below is a short description of the different workshops:
- Activation workshop. A group of 8-15 employees spends a half-day working with the results to formulate effective actions. Employees brainstorm in small groups about possible actions. These actions are then plotted in a matrix, where feasibility and effectiveness are assessed.
- IT Happiness Game. In this form of workshop, general insights, company-specific knowledge and the results of the Monitor are discussed in a game format. The participants receive various assignments and knowledge questions. When formulating the assignments, the aim is to align as much as possible with the participants’ daily practice. It is a playful and energetic way to get people involved and to come up with creative ideas. The latter certainly applies to the next workshop form as well.
- LSP (LEGO Serious Play). The original meaning of the brand name LEGO is derived from the Danish “Leg Godt”, which means “Play well”. Since its foundation in 1932, the successful toy brand has shown that playing with blocks can bring you ‘into flow’. Your head relaxes, and when you start playing, your hands take over. In organizations, people sometimes find it difficult to switch off rational thinking. That is why LEGO developed LEGO Serious Play (LSP) some 20 years ago to support strategic interventions in organizations. Thousands of companies around the world use LSP to build business plans, design reorganizations or initiate innovations. Yorizon works with a network of LSP-certified professionals to utilize this technique to promote IT Happiness within organizations.
IT Happiness Academy 2.0
Yorizon offers a follow-up to the IT Happiness Academy for employees who want to learn more about IT Happiness. This training course provides practical tools to get to grips with IT Happiness. This one or two-day course can be used as a follow-up to the training offered in the awareness phase. Now the results of the IT Happiness Monitor and the insights gained from the first training course can be applied to the actual business situation. The participants draw up a personal action plan and receive certification as IT Happiness Consultant, as soon as they have acted themselves to increase the IT Happiness of the organization. These internal IT Happiness consultants form a group of ambassadors (see previous paragraph) who make others enthusiastic and take happiness with IT within the organization a step further.