Companies need to ask themselves if their work environments support their employees in being productive.
to monitor their work). The logic of this approach is straightforward: hold people to account on exactly how they spend time and squeeze productivity from every second. Approaches like these personify a popular belief that management and teams are often at odds with each other.First, it’s oppressive and will likely demoralize workers, who rightly feel their privacy is being violated and that they’re being intensely micro-managed.
Instead, companies need to turn the question around and ask whether their work environment supports their people in being productive. And the key, to doing this is empathy.Identifying and fixing sources of friction in a work environment leads to more productive teams. Using empathy to understand work from the point of view of the people who are doing it can reveal what in the environment is broken and how those breakdowns affect people.
Broadly, empathy means focusing on a team, not an individual, and focusing on the environment in which people work and not on the specific actions of an individual. Hence, an empathetic approach inherently is bottom-up, inclusive, contextualized to each team’s local experiences at work, and protects the privacy of each user and limits the possibilities of what kinds of analyses are possible with the data.
Most companies already have a precedent for how to do this. Retail companies invest millions of dollars to map customer journeys. Previously, this was done through surveys and interviews. But to do this at scale, they use technology and data to understand customers’ experiences and make those experiences efficient, intuitive, and pleasant.
There are a few extra steps that can be taken to make this tool really work for building an understanding of how employees experience work across the organization — in other words, to scale empathy.
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