Why employers need a mobile-friendly employee experience

  • ServiceNow Blog
  • Employee Experience
  • Solutions
  • 2020
May 01, 2020

Pat and Chris

We are living in increasingly mobile world. More than 81% of Americans own smartphones according to the Pew Research Center, and that number shoots up to more than 92% for adults between the ages of 18-49, an age range that encompasses nearly three quarters of the workforce. People have in their hands the power to navigate online and get stuff done on the go, and they are taking advantage of it.

The question is, are employers taking advantage of it or lagging behind? The growth of mobile usage shouldn’t be limited to the personal life. Making work life as great as real life requires a change in perception that a phone has no place in the workplace to one where companies allow their employees to use mobile devices to complete tasks, send requests, and manage workflows.

At ServiceNow, we’ve seen a stark difference in productivity between organizations with mobile tools and those without. According to our Employee Experience Imperative Research, workers with mobile access reported a 23% increase in the ability to access needed information, a 20% increase in the ability to resolve issues quickly, and a whopping 25% increase in their ability to get work done.

Recently, ServiceNow’s CHRO Pat Wadors and CIO Chris Bedi sat down to discuss these statistics and how the Now Mobile app helps employees interact with every department across the company.
 


As the race for talent heats up, employees are expecting top employers to offer top-quality solutions such as a central knowledgebase for information, diverse communication channels, and help desks to resolve issues, with 54% mobile-optimized, user-friendly tools.

The next generation workers are particularly oriented to mobile. In our Gen Z and the Future of Work research, we found that a vast majority (83%) want the apps they use to be mobile optimized. In fact, a preponderance of non-technical employees desire a mobile option for an array of tasks, such as scheduling meetings, signing documents, accessing campus maps, changing passwords, ordering supplies and setting up video calls.

To meet the new expectations and to help companies create a mobile-friendly employee experience, ServiceNow has designed four mobile products your organization can implement swiftly.

  • Mobile Onboarding: New hires get productive completing onboarding tasks in minutes.
  • Now Mobile: Employees can find answers, make requests, and get help across IT, HR, facilities, finance, legal and other departments.
  • Mobile Agent: Fulfillers can work from anywhere and can quickly triage and act on incoming requests.
  • Mobile Studio: Anyone can create engaging native mobile apps for iOS and Android for your employees without writing a line of code.

Worker enthusiasm also matters. Employee experience has a huge impact on productivity. If you’re not providing a mobile-friendly workplace, your organization is falling short in creating an environment where employees can work efficiently and painlessly.
 

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