What was the business problem(s) that your organization / project was facing, and why did you choose a digital adoption strategy to help you solve it?
Standard Chartered Bank presented some unique challenges with over 85,000 employees, in over 60 markets with diverse cultures across Asia, Middle East and Africa. Driving commerce and prosperity through our unique diversity is our purpose statement. Our Bank is a people led business and HR plays a vital role in ensuring we drive towards the desired culture and best people practices, processes and HR systems. HR had not invested in technology in nearly 20 years. The technology was highly customised, it couldn’t support the business and as a function, HR had poor levels of customer satisfaction. So in 2016, we embarked on a journey to transform HR from a manual, siloed and globally inconsistent function to one that is operationally excellent, delivering brilliant service, effective products and consistent outcomes in a cost-effective way.
Transforming HR impacts all our employees and people leaders, many of whom were in the midst of their transformation journeys. We needed a Digital Adoption Platform that was scalable and with a set of diverse and customizable features to enable the transformation. We needed to be agile enough to deliver change quickly but also make some impactful changes to our employee experience.
WalkMe is part of our HR Digital Enablement strategy, to support the adoption of our Systems & Technology Roadmap. Our goal is to simplify and streamline the employee experience, and drive adoption, engagement and understanding of our new technology capability.
How did you use WalkMe among other strategies to address your challenges?
WalkMe is an integral part of enabling our refreshed People Strategy, HR Technology Roadmap and Digital Enablement strategy. WalkMe is a key partner to support the adoption of the technology changes scoped within the HR Transformation agenda and to improve our employee experience across the suite of HR applications and processes.
WalkMe is used for the following key purposes:
- Replace user guides and systems training – WalkMe addresses productivity losses typically associated with technology implementations
- Alternate channel for delivering tactical communications – reducing internal email traffic. E.g. we used WalkMe to notify when the mid-year performance period was due to start
- Improve employee experience in line with our newly transformed processes
- Nudge the right valued behaviours in our employees
- Empower employees to adopt at their own pace, enabling self service
- Injecting “grow-ments” – growth in the moment – HR tips/learning content in the flow of work
- Available in several different languages, reaching a larger employee base and resulting in higher engagement rates.
By leveraging WalkMe across multiple systems, we are able to simplify across the entire employee lifecycle. For example, we deployed the mid-year notification shout out on our HR portal system, employees were then navigated to the Performance system to complete their mid-year tasks. Which system an employee is logged into becomes irrelevant as WalkMe guides them across systems and simplifies their processes. We are introducing more WalkMe automated functionality to further enhance the employee experience and save them time. As WalkMe is deployed across more applications, we will use it to improve employee experience more effectively.
How does your digital adoption strategy, especially in regards to WalkMe, impact or benefit your end-users?
The Performance management approach was radically revamped to move towards an organisation where there’s healthy challenge; where coaching conversations take place on a regular basis; where people are regularly seeking feedback; where all our talent is visible and capable of stepping into the next role; where learning and development is constant; and where accomplishments are recognised and rewarded.
Almost 90% of employees who logged into our Performance Management system engaged with WalkMe. Employees are actively interacting with WalkMe (e.g. using SmartTips) and not just passively reading ShoutOut messages. We estimate that WalkMe has saved 24k hours in the month of July. This equates to an average of 40 min saved per employee during the mid-year conversation and 9Box period – a critical period in our HR calendar.
WalkMe provided immediate and relevant guidance on screen, removing the need to create user guides and systems training. In July, 55% (ca 23k) of employees used SmartTips and 60% (ca 25k) of employees used Smart Walk-Thrus to guide them through the new processes. This shows that our employees are already relying on WalkMe to assist them, freeing up their time to focus on what really counts – quality coaching conversations. WalkMe takes away the noise and stress of a new technological system to give our employees the head space to be effective leaders and contributors to our clients.
WalkMe ShoutOuts allow us to provide a better user experience to consume important information. The mid-year notification ShoutOuts was viewed by 85% employees and 24% of these views resulted in the employee logging into the Performance system. As a comparison, the go-live email was opened by 68% of employees but only 2% clicked the link to open the new Performance system. Using WalkMe as a channel for announcing new technology drops and HR events like performance cycles is a more effective channel than emails.
How does your digital adoption strategy, especially in regards to WalkMe, impact or benefit your team?
The observed benefits to the HR team were the following:
- Reduction/elimination in development time for generating traditional process guides and system training. With WalkMe, we were able to successfully retire more than 30 lengthy user guides and bring down the process support FAQs from over 450 to 100.
- Reduction in time handling internal queries and support calls – Drop in navigation or system related queries. Typically queries and support calls significantly increase with the introduction of new technology, we did not experience this at all when we launched the new Performance system. The number of support calls remained the same and none of these calls were related to navigation or the new system itself.
- Higher operational efficiency with reduced need to perform validations reducing submission of incomplete data and forms in the performance process. We used WalkMe to validate forms, this reduced the need for our support teams to do this, freeing up their time to better support the business with more value-add services.
- Provided an effective communication channel to share information in real time – announcing new technology drops and cyclical HR events has proven to be a more effective channel while also reducing the volume of email traffic.
- System built check points and validations avoided errors and redundancies in transactions
These benefits in turn enabled the HR team to focus on delivery of the Bank’s strategic people agenda.
How has your digital adoption strategy, especially in regards to WalkMe, helped your organization better achieve its mission goals / values?
Almost 90% of employees who logged into our Performance Management system engaged with WalkMe. Employees are actively interacting with WalkMe (e.g. using smart tips) and not just passively reading shout out messages. Based on our employees’ online behaviour, it is estimated that WalkMe has saved 24k hours in the peak month of the annual performance cycle. This equates to an average of 40 minutes saved per employee during the mid-year conversation and 9Box talent identification period. This reduction created capacity for the employees to spend more time on the qualitative conversations which are key to building a strong performance driven culture. This is one of the goals established by the Bank to move the dial on our approach to performance management.
We are using WalkMe to drive adoption to our learning experience platform. This is in service of our building a future ready workforce agenda. By injecting “grow-ments” – learning moments in the flow of work, we are able to embed relevant bite sized learning at the most relevant time. WalkMe enables our mission to be “Here for Good” by reskilling and retooling our workforce to meet the everchanging demands and landscape we live in.
How has the success of your digital adoption strategy helped to change the perceptions or attitudes of your stakeholders?
In our Performance Management system, we have seen 90% engagement rate with WalkMe content as opposed to a 13% engagement rate using traditional learning methods. These high engagement rates provide positive reinforcement and confidence in our choice of WalkMe as our DAP and paved the way to expand the scope of WalkMe to broader HR applications to provide a seamless experience for our employees. The early adoption rates of WalkMe has supported our agenda to build a future ready workforce by removing the inertia and noise around technology upgrades and help users focus on reskilling their capabilities – WalkMe has helped inject more learning in the flow of work and helped create space and capacity for our employees and leaders to focus on their business and people strategy. Our use of WalkMe is helping us shape the culture of the Bank by taking away the noise of admin tasks and new technology, and letting our people focus on what’s important – conversations, learning, engagement and purpose.
More about Standard Chartered Bank
Standard Chartered PLC is a British multinational banking and financial services company headquartered in London, England.
We offer banking services that help people and companies to succeed, creating wealth and growth across our markets. Our heritage and values are expressed in our brand promise – Here for good.
We operate a network of more than 1,200 branches and outlets across more than 70 countries and employs around 87,000 people. We have a 160-year history in some of the world’s most dynamic regions. We’re listed on the London and Hong Kong Stock Exchanges as well as the Bombay and National Stock Exchanges in India.