Your business and Disney have something in common? Any guesses?
You both provide a lasting “User Experience” every single time you interact with a client.
During our classes yesterday at Disney Institute, we spent a good amount of time pondering the impressions and overall experience that we provide to our clients. While we waited in line to see the “Turtle Talk” demonstration, we were prompted to pay special attention to the environment around us.
How would it be for a child to be waiting in line? How about a parent who has just spent a long day walking around the park in the hot sun? What do they see, feel, think and react to while they are in the midst of a seemingly idle process? Do they wait uncomfortably or have you thoroughly thought through your User Experience?
In many ways, Disney Institute provides students an opportunity to translate the successes and failures of a major organization into your own business. While you may never be challenged with figuring out how to entertain hundreds of people while they wait in line to see Nemo… you are challenged to discover the various pieces of your business process that leave a lasting impact on your clients. Have you thought about it?
User Experience in HR & Recruiting
Naturally, I translate these questions into the challenges that we face within HR and Recruiting. I, by no means, have all the questions that we should be asking… nor do I know all the answers. However, I do think that there are a few important pieces in the recruiting process that we should be keeping in mind. Add to the list in the comment section if you have more ideas… I’d love to hear them!
Candidate Side
- What experience do candidates have when they don’t get hired by your company? A cold decline letter? Do they still like your company after you say no?
- What’s the experience like going through your hiring process? Are your potential hires kept informed? Do they sit in mental limbo?
- What happens between the time that a candidate finishes the interview process and a final decision is made? Do you help calm their nerves or do you leave them sitting in a puddle of nervousness?
Client Side
- When you are having challenges identifying the “right” candidate for your hiring manager… how is the experience for them?
- How is the experience for your client when they first present a hiring request? Do they feel that you understand their needs?
- What happens after a candidate is hired? Do you follow up months later to find out how things are progressing? Are you learning from that feedback? Does it help you improve the next time around?
What else should we be thinking about?
You don’t have to be a multinational theme park and entertainment organization in order to concern yourself with how you make your clients feel. It may not always be brought to your attention, but you can bet that your clients make judgements about how you do business every single time you come into contact with them. What will our clients and candidates think once we have completed our engagement?
Surely we can all improve the “User Experience” that we execute on in our businesses. One step at a time, we have the opportunity to create a little bit of magic for all of those we come into contact with.
How can recruiting be revolutionized? How can we leave a lasting and positive impression on those we come into contact with? What’s your take?
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