Generation Z takes the reins

Chelsea Pyrzenski at WalkMe considers how the digital future of work can be empowered by responding to the experiences and expectations of GenZ workers

 

As the first generation truly immersed in the internet and smart devices from a young age, members of Generation Z – those born between 1997 and 2012 – have high expectations when it comes to technology.

 

While Millennials, born between 1981 and 1996, have experienced a wide range of less than ideal interactions with technology –  they remember life before cell phones and dial-up internet – Gen Z does not. Compared to their predecessors, many members of Gen Z can’t even begin to comprehend devices, applications, and services that don’t provide personalised, efficient, and engaging experiences.

 

So as Gen Z increases in number and influence in the working world, it’s no wonder they’re calling out the high levels of digital friction, inefficiencies, and frustration often associated with workplace technology. 

 

Gen Z employees’ digital expectations

Gen Z comprises a substantial 30 percent of the world’s population and is expected to account for 27 percent of the workforce by 2025. This generation is more pragmatic and concerned with work advancements, with PushFar revealing that 76% of Gen Z workers view upskilling and learning as key components in career advancement, and 61% are looking for more career advancement and development opportunities.

 

Employers need to change how they attract, hire, develop and retain talent, fostering personal development. To ensure they can meet these priorities, businesses must devise efficient methods for swiftly and effortlessly onboarding new employees onto their technology platforms. But what do Gen Z employees actually want?

 

Gen Z employees want seamless experiences with the technology at their disposal, with no room or patience for delays or inefficiencies. Against this backdrop, they desire a tailored, efficient, and engaging digital world – in both their home and work lives. In a world flooded by tech, employees now expect their workplace technologies to have the same user-centricity as their consumer devices.

 

But most people won’t find the same user-centric design in workplace applications. This is a problem, especially as research reveals that 64% of enterprises say technology and end user experience is more important than office facilities when it comes to attracting and retaining talent. Poor workplace technology that stalls Gen Z’s productivity levels could cause a staff exodus. Not to mention, no one wants reduced productivity.

 

If organisations can get a view of their entire tech stack, they can analyse which applications are popular, which are time drains, and which employees avoid altogether; and why that is. In other words, which applications make work easier, more efficient, and productive, and which applications are holding employees back.

 

Often it’s not necessarily entire applications, but rather, workflows inside of and across enterprise applications. Without this overarching view and the ability to deploy solutions, organisations will struggle to meet the demands and expectations of generation Z employees and risk employees falling victim to Software Paralysis, which is when digital friction negatively impacts productivity and naturally, the employee experience as well.

 

Digital Adoption Platforms (DAPs) provide customised user guidance and automation across workflows and applications while showing organisations unprecedented visibility into their tech stack’s user behaviour along with the ability to deploy solutions to user experience problems and inefficiencies directly on the screen, in the flow of work.

 

DAPs are a great way to enable the seamless digital experiences Gen Z is demanding while also improving the experience and productivity of all workers and levelling the playing field for those less tech savvy employees who might need some extra support navigating workplace software. 

 

Organisations must embrace change

Enterprises recognise the limitations in current approaches to adopting digital technologies – with 63% saying a one-size-fits-all approach to technology support and training “isn’t applicable”. Businesses must embrace change by offering ongoing support to those struggling to utilise enterprise tech.

 

The best solutions address the user experience holistically across applications and provide in-the-moment on-screen support and guidance as well as helpful automation to keep employees focused in the flow of work.

 

Adapting to the needs of the Gen Z workforce is crucial if businesses want to retain and empower them. Failure to do so may result in dissatisfaction, decreased productivity, and the loss of talented individuals to competitors who better meet their technological expectations.

 

While the expectations Gen Z employees have of their workplace might appear resource-draining, Gen Z employees could revolutionise business operations if their needs are catered to. For instance, perhaps this younger generation is more comfortable using technology and live communication channels to foster real-time collaboration, reducing the need for lengthy meetings, improving productivity, and facilitating swift decision-making. 

 

It’s important to note that while it might be Gen Z’s demands impacting the urgency, many organisations feel that to improve their digital employee experience, improving the user experience and support of workplace tech helps everyone, including companies’ bottom lines. 

 

Encouraging productivity by removing obstacles

For Gen Z, and really all employees to be optimally productive in the workplace, businesses must start looking at what obstacles are in their way that are preventing them from excelling. One of the most common problems in the workplace is being unable to use the software at their disposal to its fullest extent.

 

While companies invest in hundreds of different enterprise applications, it often results in overwhelming employees instead of aiding their productivity and ability to do their job. Frustration with digital technology interrupts work and hurts productivity. But if businesses can understand  how their employees are using applications and where they might be finding difficulties, they can then take action to prevent these negative consequences from impacting employees. 

 

Nurturing success requires ongoing support

Businesses need to offer Gen Z employees ongoing support when and where they need it. By doing so, they can ensure that employees are successful in their roles with a higher degree of satisfaction. Businesses can’t just assume that Gen Z’s tech-savvy reputation somehow equips them with the understanding of the many complex enterprise technologies most employees need to use in today’s workplace.

 

Instead, organisations must ensure that throughout their work day, wherever they’re logging in from, all employees have tailored guidance and support for the software they’re required to use.  By doing so, organisations can bridge the gap between real proficiency with workplace tech and Gen Z’s expectations. 

 

As Gen Z workers take their place as a powerful force in the working world, businesses would be wise to take a proactive approach in adapting to their expectations. Forward-thinking organisations are already embracing innovative ways to ensure that all employees are well-equipped to navigate the evolving technological landscape in order to truly thrive.

 

Rising to meet the digital demands of the digital-native, iPhone generation ultimately improves productivity and enhances employee satisfaction for all.

 

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Chelsea Pyrzenski is Chief People Officer at WalkMe

 

Main image courtesy of iStockPhoto.com