{"id":1381,"date":"2010-07-06T01:00:00","date_gmt":"2010-07-06T09:00:00","guid":{"rendered":"https:\/\/systematichr.com\/?p=1381"},"modified":"2010-07-04T11:27:22","modified_gmt":"2010-07-04T19:27:22","slug":"up-in-the-air-boarding-theory","status":"publish","type":"post","link":"https:\/\/systematichr.com\/?p=1381","title":{"rendered":"Up In The Air \u2013 Boarding Theory"},"content":{"rendered":"

\"\"<\/a>Many of the people I know have watched a film called \u201cUp in the Air.\u201d\u00a0 Indeed, I suppose it was a popular file garnering several Oscar nominations.\u00a0 (I have no idea if it won anything as I don\u2019t watch the Oscars.)\u00a0 Several people have told me how personal the film was, and other than the whole \u201caffair thing\u201d I\u2019d have to say that I agree.\u00a0 I\u2019ll take a moment to point out that I am nowhere close to 10 million miles either.\u00a0 However, there were certain points of the film that as I watched it (on a 4 hour flight of course) I chuckled to myself and realized that I do the same thing.\u00a0 ((ok, I admit that I copied this intro from another post on the same movie))<\/p>\n

At one point in the film, Cloony and Anna (someone or other) are passing through the security lines and he chooses the line with the Japanese businessmen.\u00a0 While she accuses him of being racist ((perhaps I should define racism sometime, but I\u2019m not sure this blog is the right place)), Cloony\u2019s character explains about his choice.\u00a0 The Japanese on one hand seem to like slip-on shoes, while the other security line had children or something or other.\u00a0 Having passed through the security line just this morning, there is absolutely no doubt in my mind that I go through the same type of decision making process both before and during the security experience.\u00a0 You see, even though I have many shoes with laces, I only own one pair that is slip-on.\u00a0 These are my \u201cairport shoes.\u201d\u00a0 God forbid that I would have to spend time taking off my shoes and then tying them back up when I should be running to my gate (for which I\u2019m inevitably late for).<\/p>\n

As I approached the ID checker with my driver\u2019s license today, I quickly scanned the people in line in front of me.\u00a0 Two lines, does everyone look like they travel?\u00a0 Do they look like they know what they are doing?\u00a0 Anyone with children?\u00a0 Anyone look like they are from Idaho taking their first trip in 10 years?\u00a0 Yes, I am that absurd and will happily deal with all your criticisms for it as it gets me through the security line seconds or minutes faster.<\/p>\n

At the end of the day, my experience is all about process \u2013 usually a set of processes stacked end to end.\u00a0 If I fail any one of these many airport processes, I\u2019m annoyed and my entire user experience is diminished.\u00a0 I have a regular driver that takes me to the airport (he is NEVER late), I check into my flight and scan seats on my phone while in the car, I print my boarding pass when I get to the airport, get through security as quickly as I can, head to the airport lounge where I don\u2019t want anyone standing in front of me to check in, and then to the gate where again, I want to board early.\u00a0 I have optimized my airport experience as much as possible from and end to end perspective, but I have also optimized each individual sub process such as the security line.<\/p>\n

This is really no different from your HR service delivery end users whether it\u2019s self service, a call center or dealing with an HR business partner locally.\u00a0 The difference is that your end user customers don\u2019t have as much flexibility in customizing their experience.\u00a0 However, the same can be said for them \u2013 any failure in the end to end process inevitably taints their perception of the entire experience, not matter how trivial that taint was.<\/p>\n

Today, the end user experience can be automated and made more efficient from a large cadre of technical capabilities.\u00a0 Pop screens that alert call center reps to caller information have been around for ages, and the implementation and integration of HR knowledgebase to information governance is steadily becoming more prominent.\u00a0 The knowledgebase information is becoming more available through tier 0 tools, and when tier 0 is not the right solution, case tracking at the end user level can be available.<\/p>\n

I\u2019m going to continue wearing slip-on shoes to the airport, only because I know it saves to 15 seconds.\u00a0 It might seem trivial, but it\u2019s those little things that make a difference in the end user experience.<\/p>\n","protected":false},"excerpt":{"rendered":"

Many of the people I know have watched a film called \u201cUp in the Air.\u201d\u00a0 Indeed, I suppose it was a popular file garnering several Oscar nominations.\u00a0 (I have no idea if it won anything as I don\u2019t watch the…<\/p>\n","protected":false},"author":1,"featured_media":1568,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_coblocks_attr":"","_coblocks_dimensions":"","_coblocks_responsive_height":"","_coblocks_accordion_ie_support":"","footnotes":""},"categories":[10,48,8,2,11],"tags":[169,97,168,154],"class_list":["post-1381","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-engagement","category-hr-service-delivery","category-strategies","category-hr-technology","category-service-delivery","tag-end-to-end-process","tag-process","tag-up-in-the-air","tag-user-experience"],"_links":{"self":[{"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/posts\/1381","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/systematichr.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1381"}],"version-history":[{"count":4,"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/posts\/1381\/revisions"}],"predecessor-version":[{"id":1382,"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/posts\/1381\/revisions\/1382"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/media\/1568"}],"wp:attachment":[{"href":"https:\/\/systematichr.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1381"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/systematichr.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1381"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/systematichr.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1381"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}