Why is convenience so important to employees?
Outside of work, we’ve become accustomed to literally clicking for action. Ordering food, experiences, services, whatever we desire. It’s made us impatient and unforgiving. If Pizza X can’t deliver in 10 minutes, Pizza Y can and so they win the order.
Inside of work, we’re starting to expect this same rapid response to our requests, whether to log on and be fully operational within seconds or to access learning and career opportunity portals.
The move to hybrid working has fueled this. Most in recent years have experienced changes to the way they work dues to lockdowns, and many have continued to work this way, through choice or at the behest of employers.
The psychology of convenience arises here. If we’re online at home, we expect a consumer experience. And, there is a lot that has to happen behind the scenes to create this “convenience”, but for the user comes a learning curve – and many, by default, are reluctant or perhaps even fear change.
For many, learning new systems is inconvenient because it’s not core to their job function, and so in the short-term, slows them down. This creates frustrations and a drop in engagement.
Once manual processes are now virtual. Support teams are now hidden behind ticketing systems. The perceived immediacy of the human touch is gone.