Employee Experience Design

DEAN E. CARTER has over two decades of experience as an executive officer for renowned and Fortune50 companies such as Patagonia and Sears, as well as a board director for private and publicly traded companies. His views on employee experience and future of work are frequently featured in global publications, podcasts, corporate events, and mainstage keynotes. SAMANTHA GADD is a globally recognised pioneer in Employee Experience Design. As Founder of Humankind, New Zealand’s leading people and performance consultancy, and Excellent, a global EX Design certification, she has helped hundreds of organisations design work-places where people and businesses thrive. Samantha led the creation of the global EX Manifesto and continues to champion human-centred design as a strategic lever for performance. MARK LEVY is the pioneer of the shift from HR to Employee Experience, which he and his team designed at Airbnb. Mark’s career includes previous leadership roles at Best Buy, Levi Strauss & Co., and Gap Inc. Mark is an EX Advisor and Public Speaker.

• Part I Imagine 1Chapter 1 The $100 Bill 3Seeing Value Others OverlookChapter 2 Hardball Objections, Straight Answers 9Chapter 3 The North Star 21The EXD Guiding PrincipleChapter 4 A Conversation with Beth Grous 35The Impact of Trust and Humanity, and the Courage of Everyday LeadersPart II Prepare 47Chapter 5 Mindsets 49Seven Mindsets for Employee Experience Design Copyrighted MaterialChapter 6 A Conversation with Kirsty Lloyd 63How Empathy and Feedback Became Cultural Anchors at ScalePart III Design 77Chapter 7 Culture Check 79Moments That Matter and Moments of TruthChapter 8 Three Frameworks 87A Structure for Achieving Meaningful DesignChapter 9 The Double Diamond 109A Proven Design MethodPart IV Experiment 137Chapter 10 The EX Blueprint 139Letting Everyone See the Big PictureChapter 11 A Conversation with Melanie Rosenwasser 145Bringing UX Rigor to EX: It’s a Product, Not a PerkPart V Measure 159Chapter 12 Metrics That Matter 161Taking the Pulse of Your OrganizationChapter 13 A Conversation with Greg Pryor 175Turning Experience into Intelligence and Then into ImpactPart VI Celebrate/Extend 187Chapter 14 A Conversation with Michelle Bonfilio 189The Emotional Core of Employee Experience DesignChapter 15 Making EXD Your Own 205Final Wisdom and What Grows over Time Postscript: A Personal Reflection from the Authors 211Acknowledgments 213About the Authors 219Index 223

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