Looking to keep their teams connected and to replicate, or even improve on, the collaboration that’s found within an office setting, many companies have rapidly deployed new tools and systems as they’ve gone remote.
However, now companies are recognizing the need for a curated worker experience that goes beyond tools and systems. Intentional experience design is necessary for the workflows, tasks, and collaboration that make up our world of “digital work.”
Effective collaboration through technology
We’ve all experienced the massive email thread or ambiguous channel invite. There’s no clear goal, simply a group of people thrown together with some rambling context and the ask for “thoughts.” It feels similar to a group text message with friends that never agrees on a date for their next get-together.
The existence of an email chain or Slack channel for a project does not equate to effective collaboration—it requires a much more thoughtful approach. Even if you successfully manage to get the right people in a room together, collaboration does not magically appear.
As companies and teams grow, oftentimes they reach a tipping point. Whether it’s within your company, department, or a cross-functional working group, at a certain point, the familiarity and trust you’ve built 1:1 with others can no longer be relied on as the glue for collaboration.
Every day we are working with new people on new challenges, and across more physical locations than ever before. As personal familiarity is obscured, people either put trust in each other based on specializations and reputations, or based on the context in which they were brought together to solve a problem. The role of collaborative technology is to bring the right people together at the right time, in the right place, oriented around a clear challenge or opportunity.
Unlocking greater value through digital work
Enter Slack—designed initially by a product team for product teams, it has scaled rapidly into all corners of the enterprise. Slack gives us the tools needed to realize an ideal worker experience and set the framework for collaboration. If an intentional approach is taken to designing and implementing the experience, Slack can help companies unlock value throughout the enterprise.
Using a simple framework to identify opportunities and guidelines for solving problems with Slack, we can visualize its potential across the customer lifecycle in order to:
- Identify common events or triggers that spark the need for collaboration
- Define what an ideal outcome looks like as a result of collaboration
- Bring the right people together
- Set the context and structure for collaboration
- Measure success and iterate on the approach
As we recently discussed in our Dreamforce Distilled session, Slack as the Digital HQ, this framework becomes increasingly powerful when compounded and iterated upon within a specific business function such as customer support.
Just because companies must be intentional with their workflow and experience design, does not mean that they have to go through months of planning before implementing. Experimentation and testing are crucial to understanding what will work within your organization.
Working with a partner such as Traction on Demand will help your team to:
- Align on the business value opportunity of Slack within your company
- Define your employee personas, and apply our design principles to visualize their future of digital work
- Identify the right architecture to realize this future vision
- Design and test solutions and iterate based on clear success criteria