Service Master Brand

UX Research (Summer Internship)

My Role: UX Researcher

Team: Tymirra Smith, Madeleine Paulsen

Timeframe: 10 weeks

Tools: SightX, Dovetail, FigJam, Teams

The goal for SMBs Employee Satisfaction Project is to dig into what makes the workplace tick, figuring out how happy employees can make the company even better, and sharing practical ideas to boost everyone’s job satisfaction and how we do as a company.

What is Employee Satisfaction?

Employee satisfaction refers to the contentment, happiness and fulfillment that employees experience in their roles within an organization.

It signifies how content employees are with their work environment, job tasks, relationships with colleagues and supervisors, compensation and overall work conditions.

Main Objective

  1. Find out how happy and engaged employees are.

  2. Identify what’s going well and what needs improvement.

  3. Understand how employees feel about their managers at work.

  4. Help the company make decisions to make things better for employees.

  5. Get feedback like a report card to keep employees happy and satisfied.

Research

What factors contribute to employee satisfaction within our organization and how can we improve overall job satisfaction?

Research Method

  1. We decided to do a pulse survey which involves collecting information from employee by asking them a set of structured questions every week for two weeks.

  2. SightX is an online research platform that played an important role to create and distribute the survey among the employees of different brands.

Survey Process

Research

Meeting with SightX

Draft Questions

Interaction with participants

Research

Meeting with SightX Team

  1. Introduction to the SightX platform that is used for research.

  2. Understanding the various useful and customizable features of SightX especially the multi-lingual option letting employees take the survey in desired language for efficient responses.

  3. SightX is a straightforward platform with 3 sections: Build, Distribute and Analyze.

Strategy

2. Career Advancement in Company:

  1. Internal job postings.

  2. Certifications and workshops by expert.
    Performance recognition.

1. Work - Life Balance:

  1. One-on-One check ins.

  2. Flexible work hours.

  3. Promote Wellness Programs

  4. Pairing friends together in a team

  5. Weekly/Bi-Weekly Game Night

What’s next?

Learnings

Iterate survey Qs

Kickoff survey with brands

  1. In-depth analysis of research paper, surveys conducted previously, feedbacks, manager interviews to understand what can be improved in the upcoming pilot survey.

  2. The key factors from the previous survey and feedback the critical factors influencing employee satisfaction were work-life balance, benefits and supportive leaderships.

  3. How managers can respond to feedbacks.

  4. Bridge the gap between employee and company.

  5. Focus on communication with employees and delegate responsibilities.

  6. Training and workshops to improve employees' skills.

  7. Focus on employee benefits.

Interaction with participants from Service Master Brands

  1. Sending out an email to old and new participants (managers) about our new 2-week employee satisfaction survey pilot.

  2. One-on-One meetings with different managers of each brand to help them understand the workings of SightX platform.

What strategies or practices can organizations implement to enhance employee satisfaction?

3. Advice from Manager:

  1. Informal Interactions.

  2. Lunch with Manager.

  3. Professional development opportunities.

4. Decision Explanation:

  1. Video Messages.

  2. Decision Feedback Forms.

  3. Provide Decision Summaries.

  4. Employee Q&A Sessions.

  1. Data Analysis: Thoroughly analyze the survey data to identify patterns, trends and key insights.

  2. Identify priorities: Identify the most critical issues or opportunities for improvements that emerged from the survey results.

  3. Feedback: Prepare a comprehensive report summarizing the survey findings, highlighting key insights, trends and recommendations.

  4. Action Planning: Develop action plans based on survey findings.

  1. Acquired practical knowledge in crafting survey questions that capture diverse aspects of employee experiences.

  2. Gained insights into the process of recruiting participants, ensuring ethical considerations and data privacy.

  3. Enhanced active listening and collaboration skills while engaging with participants.

  4. Gained proficiency in managing project timelines, ensuring ethical considerations throughout the survey process.