Workshop: Liberty Mutual's Intelligent Workplace Platform (Troy Campano)

LIBERTY MUTUAL / WORKGRID SOFTWARE1
Intelligent Digital
Workplace Platform
How Liberty Mutual Transformed
their Intranet to an Intelligent Digital Workplace Platform

Director, Architecture
@troycampano
troycampano
Digital Workplace
Troy Campano

Born out of Liberty Mutual…
Liberty Mutual Intelligent Digital Workplace
Liberty Mutual seeks
to improve digital
employee experience
for 50k employees.
2013
Workgrid platform
released internally -
transforming the
employee experience.
2015
Workgrid launched
externally–software
built for the enterprise,
by an enterprise
2017

AN UNDENIABLE SHIFT HAS HAPPENED

Award-Winning Recognition
Award-winning recognition and accolades from various industry-leading award programs.
1st Place Winner and Winner Special Jury Award

Our
Journey
1
The
Undeniable
Shift
2
Techniques,
Tips,
Discussion
4
Tour
3

Group Discussion
1.Small teams work together, single person to report
out results.
2.Do introductions – meet your peers.
3.Everybody to contribute.
4.Safe zone – all ideas are valuable

The year was

The Workplace is Moving into a New Era
The technology powering the workplace is undergoing a fundamental shift
Early Internet
2000s
Intranet
Email
Productivity Applications
File Shares
Corporate Directory
Unified Communications
Instant Messaging
Large Monolithic Systems

Early Internet
2000s

Early Internet
2000s
Digital Workplace
2010s
MOBILE
SOCIAL
CLOUD
ANALYTICS
Mobile
Wearables
Cloud Apps
Data Science
Social Intranet
Messaging
Video Conferencing

The Complexity of Today’s Workplace
Today’s Workplace
Digitizing processes and transactions has led to enormous complexity
MOBILE
SOCIAL
CLOUD
ANALYTICS

And From this Complexity
We Heard From Employees…
Missing Important Communications
Employees were frequently missing important
announcements and time-sensitive reminders.
Delayed Approvals
Managers were losing approvals amongst other emails,
blocking important work or requests from being completed.
Too Many Login Screens
Many systems do not support Single Sign-On, requiring
employees to manually type their username and password
over and over.
Too Many Steps
If often took 10-15 clicks for employees to complete simple
transactions like approving an expense report or
timesheet.
Time Wasted Context Switching
Employees would lose valuable time jumping from one system to
another to complete tasks or lookup common information.
Poor Perception of IT / Corporate Departments
With each corporate department buying their own best-in-class
SaaS and vendor systems, it left a siloed impression of these
groups.
Ignored Intranet Content and Communications
Information on the company intranet and other communications
weren’t personalized enough for employees to actually stop and
read.
Complex Employee Experience
With no system to bring it all together, each vendor or SaaS
product had a completely different user experience from the other.
Difficulty Finding Information
Employees didn’t have a single tool to ask basic employee
questions like “what is the time off policy?”, ”what’s on the café
menu?”, or “how do I report a system outage?”
Cognitive Overload
With too many systems for employees to use, key
information and tasks were spread across multiple systems
wasting valuable employee time and increasing frustration.

Spent on email
each day
3Hours
Wasted on Inefficient
Workplace Apps
32Days / Year
Putting off Work
65%
(using multiple systems)
Employees
Source:
1. Attentiv
2. Michael Facemire, Andrew Hewitt
3. Forbes

Conway’s Law
“Any organization that designs a system
(defined broadly) will produce a design
whose structure is a copy of the
organization's communication
structure.”
Melvin Conway – Datamation (April 1968)

Conway’s Law
Talent
Management
Procurement
Travel
Legal
Finance
Organization
Procurement
System
Travel
System
Legal
System
Finance
System
Systems
Talent
Management
System
Adapted From: https://www.slideshare.net/danslimmon/conways-law-the-skeleton-of-devops

The Complexity of Today’s Workplace
Today’s Workplace
Digitizing processes and transactions has led to enormous complexity
MOBILE
SOCIAL
CLOUD
ANALYTICS

The employee need and experience is often an after-thought
Service-Provider
Focus

Imagine…
…you had an intelligent platform that could orchestrate
across all your systems and tell you:
• what you needed to know,
• when you needed to know it, and
• what you needed to do.

“It's not information
overload. It's filter
failure.” Clay Shirky
NYU Professor / Media Consultant

https://vimeo.com/262087428
(Password: Workgrid44)

Lindsay
Business Analyst
“Love it! Makes it so easy to see
FTO hours :)”

Deborah
Med Specialist
“I just want to say I love this!!!!
I can't wait to see how it grows!”

Jordan
Business Analyst
“This is fantastic... one of the
most useful new liberty tools I've
seen in a long time!”

Gayle
Sr. Training Specialist
“This is ALL kinds of awesome.
Thank you!”

Adam
Administrative Assistant
“This is beautiful. Quick access to
time management, and team
information with just a click of the
mouse. Thank you for doing a
fantastic job.”

Lorie
Vice President
“The new Payslip feature is fabulous
[…] So much nicer for when you want
to take a quick look at your pay
information!”

Benefits
Workgrid at Liberty Mutual
Simplified Consumer-Like Employee Experience
Less systems to deal with. Less logins.
Less steps to complete tasks and access
key information, employees loved it – a
system employees actually enjoy using.
40% Internal Comms Increase
40% increase in internal communications click-through
rates, employees no longer miss important
communications.
70% Fewer Clicks
70% fewer clicks to obtain key employee
information, allowing employees to be more
productive.
90% Adoption Rate
90% adoption by managers, seeing 80% of
transactions being approved in Workgrid
instead of the actual source systems.
Millions in Savings Each Year
Saving hours and hours of employee and
manager time and significant reduction of costs
at internal help desk.
Reduced Impact of System Migrations
News apps are built on this platform, removing
employee impact of switching to new systems
behind the scenes.

Our Digital Workplace Journey
Moving to cloud applications, mobile, social, and analytics
Early Internet
2000s
Foundation
Digital Workplace
2010s
Digitized
MOBILE
SOCIAL
CLOUD
ANALYTICS

Early Internet
2000s
Foundation
Digital Workplace
2010s
Digitized
MOBILE
SOCIAL
CLOUD
ANALYTICS
Employee Experience
2020s
Simplify &
Connect
AI
IoT
WORKPLACE HUBS

There is a Movement
Of like-minded individuals who believe employee experience matters and are saying ‘no’ to
traditional enterprise software experiences.

Brian Solis
Author / Analyst

Employee Experience Platforms
2020s
AI
IoT
WORKPLACE HUBS
Simplify the employee experience.
Reduce the noise, save employees time, and
allow them to focus on their primary work.
Provide a consumer-like experience that
employees actually enjoy!

Employee Experience is a Top Priority for Most Major Organizations
Employee Experience Leads to Great Customer Experience
“Studies have documented a clear statistical relationship between increases in frontline
engagement, increases in customer service, and revenue growth.” - Deloitte
Engaged Employees Lead to Increased Revenue
“Highly engaged employees help grow revenues,” according to Bain & Company “ - as
much as two and a half times more than companies with low engagement levels.”
Technology that makes daily work easier, allowing employees to focus on what matters /
what they were hired to do, improves job satisfaction.
Attract and Retain Talent

Today’s Workforce Expects…
Consumer-Like Experience
Easy to use, intelligent, and fast.
Being able to access information and capabilities from
anywhere at anytime.
Mobile Enabled
Personalized employee experiences dramatically
increase engagement.
Personalized

Gartner
Digital Workplace
Summit

Josh Bersin
Leading Industry
Analyst - HR
https://joshbersin.com/2019/02/the-employee-experience-platform-a-new-category-arrives/

https://joshbersin.com/2019/02/the-employee-experience-platform-a-new-category-arrives/
Josh Bersin
Leading Industry
Analyst - HR

Fortune 500 in 1955

How Many Remain Today
60
Only
Remain

How Many of Those Organizations Remain Today
60
Only
Remain

Simplify &
Connect
AI
IoT
WORKPLACE HUBS

Experience Layers Manage Complexity
Digital Experience Layer
So your employees don’t have to

A Platform for You to Build Intelligent Workplace Experiences
Internet
A Future-Proof Event-Based Platform to Build Your Intelligent Workplace
Conversational
Experiences
Custom-Built Applications
Using the Workgrid SDK and APIs
Rule Sets
Workgrid Console
Workplace
Chatbot
Platform
Analytics
Audience
Targeting
Smart
Notifications
Digital
Profile
Knowledge
Management
Conversational
Analytics
DigitalExperienceLayer
SaaS Applications
HRProject
Management
Office
Productivity
Expense
Mgmt
Travel
Learning
Management
Benefits
Calendar
On-Premise
Connector
On-Premise
Connector
On-Premise
Connector
Custom
Connector
Custom
Connector
Your Enterprise Systems
Procurement
System
Meeting Room
Management System
Risk Management
System
Employee
Onboarding System
Databases

1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0
1 0 1 0 1 0 1 0 1 0 1 0 1 1 0
1 0 1 0 1 0 1 0 0 1 0
1 0 1 0 1 0DIGITAL WORKGRID
DIGITAL WORKGRAPH
WORKGRID APPS
Core
Workgrid
Apps
TABLETS WEARABLES
Data &
Analytics
DIGITAL
TOUCHPOINTS
DESKTOPS MOBILE LAPTOPS KIOSKS3rd PARTY
DIGITAL
ASSITANTS
Open Data
Citizen
Development
Crowdsourced
Development
PRINCIPLES
Citizen
Data Science
Open APIs
APP BOT SERVICE APP
API
Intranet
Dashboard
Intelligent
Search
Digital Assistant
& Chatbots
Content
Management
Streams
Artificial
Intelligence
EXTERNAL
SERVICES
HR
Social
Productivity
Tools
Projects
CRM / ERP
Human-Centric
Conference Room
Technology
Unified
Communications
APIs, Context, Events, App Services
Work Network, Skills, Projects, Org Data
Data Lake
Developer
Services
Developer /
Data Portal
Workgrid App
SDK
Workgrid APIs
App Store
Knowledge
Management
Business
Applications
Clickstream
Internet of Things
Events
Logs / Native Data
Open
Technology
Bot Platform
1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0
1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0
A Platform for You to Build Intelligent Workplace Experiences
A Future-Proof Event-Based Platform to Build Your Intelligent Workplace

Digital Workplace
MOBILE
SOCIAL
CLOUD
ANALYTICS
Improving Employee Experience
By Simplifying Technology Complexity
Context
Preferences
Personalization

Digital Workplace
MOBILE
SOCIAL
CLOUD
ANALYTICS
“Clear my calendar tomorrow”
Improving Employee Experience
By Simplifying Technology Complexity

Desktop Notifier AppIntranet Toolbar Mobile Application
Management
Meeting
NEW

No need to replace your existing intranet.
Make your intranet the door to your digital
workplace (by mixing content with
functionality/transactions).
Drive more engagement with your intranet.
Reach employees with communications
elevated outside email.

Smart Notifications
Unlike email, they expire (no need to
manage / delete them).
Ensure employee has seen the
notification before it archives.

Unlike email, they expire (no need to
manage / delete them).
Ensure employee has seen the
notification before it archives.
Elevates company and team information
outside of email.
Smart Notifications

Mixing Transactions and Content
Concur Travel
54 mins ago
Your Trip to Miami
Your ﬂight from Boston, MA (BOS)
to Miami, FL (MIA) is schedule for
tomorrow.
BOS MIA
Boston Miami
American Airlines 1006
Feb 17 2018 10:03am
Terminal N
Gate T9
Departure:
Feb 17 2018 1:15pm
Terminal B
Arrival:
TRAVEL
VIEW DETAILS
Security review of the new Miami
facility and stakeholder meetings.
Summary
Chrome River
Expense Report 30 mins ago
Samuel Jennings
Expense Report
EXPENSE
APPROVE REJECT
42 12
Commented in Jive
Kayleigh McKerson
VIEW CONVERSATION
I didn't realize MS RDC was available through the
App Store—awesome. I've had good success with
CoRD, an open source alternative, although I don’t
know if it’s on the approved list.
Remote Desktop Connections in
OSX
5 mins ago
TRAVEL
SOCIAL
Drives Higher Engagement of Internal Communications
N Navit Internal Communications
5 mins ago
5 Essential Tips for Business
Storytelling
WEBINAR
Learn from Jacob Simpson, Leadership Communicator,
about the best ways to communicate your message.
42 12
Liberty Internal Communications

Smart Notifications can appear in
the ‘Priority’ section of ‘To Know’
and also the ‘FYI’ section of ‘To
Know’
Priority Section
FYI Section
Using Algorithms to Bring the Most Important Information First

Microapps
Persistent micro-apps that highlight
important information from your work,
employee systems, and more.
Changes and edits in the
apps sync back to the
source system.
Reduce the need for
employees to log into many
systems.

Microapps – Editing HR Information

Microapps – Viewing Time Off

Workgrid Survey
Capture information from employees,
take quick pulse surveys, and more.
health& Wellness
Pulse Survey
Health & Wellness

Workplace Chatbot
Answer common questions and
complete tasks
Integrates with 3rd party business
software and custom company
applications
Hybrid answers from Workgrid
Assistant and Humans in Real-Time
(Useful for Help Desk / Call Center call reduction)

Workplace Chatbot
Answer common questions and
complete tasks
Integrates with 3rd party business
software and custom company
applications

Overview
Liberty Mutual Insurance implemented a chatbot to drive efficiencies across its IT help desk
and improve employee satisfaction levels. The chatbot was piloted to all mobile users for the
following use cases: unlock phone, register/unregister devices, and sync calendar. After just
two months, Liberty realized significant benefits and large ROI projections.
Objective Prior Chatbot
(2 months)
Reduce Average
Handling Time (AHT)
15 Minutes 2 Minutes
Reduce Average Speed
of Answer (ASA)
142 Seconds 0 Seconds
Convert 5% of mobile
help desk call volume to
chatbot
0 18%
Increase Satisfaction
(eNPS)
9 10
Business Value
93% Expense reduction per help
desk transaction
10% Increase in employee satisfaction
*Annualized savings/capacity calculated at a 50% adoption rate based on average mobile
calls per year and average salary data.
2 FTE Capacity savings annualize*
$222,250 Projected annualized savings*

LIBERTY MUTUAL / WORKGRID SOFTWARE70 LIBERTY MUTUAL INSURANCE23

Use Case Calculation Annualized Value
Approval Time Savings
Significant time savings
per transaction to action
approval (login & clicks)
(754,962 approvals) * (45 secs
saved per approval)
Over 9,000
Hours Saved
Approvals $$ Savings
Reduce time managers
spend on approvals
(566,221 minutes saved) *
(avg. employee
rate per minute)
$639,829
Notifications $$ Savings
Move notifications outside
of email and time spent
searching
(5 min per week) * (50,000
employees) * (avg rate
per minute)
$6,720,000
Overview
With smart notifications, Liberty Mutual consolidated approvals and notifications into one view
outside of email. Approvals and notifications can be directly actioned from the digital workplace vs.
the native system of record, removing the productivity burdens of context switching between
applications.
90% adoption by managers
performing approvals in digital
assistant vs native system.
Millions of dollars’ worth of
reclaimed productivity.
5 minutes saved on average per
week per employee
70% Reduction in number of clicks
required for employees to obtain key
information

Knowledge Hub
Tapping into enterprise knowledge to reduce help desk calls and improve employee
experience using conversation
What’s the parental leave policy?
How many vacation days do I have left?
How do I access the guest wifi network?
When is the next company holiday?
Knowledge
Authors
Knowledge
Sources
Natural
Language
Processing
Intent
Recognition
Conversational Engine
Orchestration Engine
Conversational Analytics
Knowledge
Hub

Conversational Hub
Workgrid enables voice and text conversation across devices and applications
when configured as your enterprise workplace hub.
Your Systems
HRProject
Management
Office
Productivity
Expense
Mgmt
Travel
Learning
Management
Benefits
Calendar
Alexa, ask Workgrid about the time
off policy.
Hey Google, ask Workgrid to book
me a meeting with Sarah.
@Workgrid, unlock my iPhone
Natural
Language
Processing
Intent
Recognition
Conversational Engine
Orchestration Engine
Conversational Analytics

Group Discussion
1.Small teams work together, single person to report
out results.
2.Do introductions – meet your peers.
3.Everybody to contribute.
4.Safe zone – all ideas are valuable

Exercise One

Exercise One
In order to have a successful
digital workplace, which group
do you believe should own
employee experience?

Exercise One - Results
• Steering Group / Working Group: Comms, IT, Security, HR – Comms Leading? Group should
report to the COO.
• HR, IT, Internal Comms at table – Employee Experience Officer – restructure of HR, IT, Comms
super group. AirBnB has chief employee experience officer.

Exercise One
“When CX and EX are managed together,
they create a unique, sustainable
competitive advantage”

Exercise Two

Exercise Two
What are your thoughts on the
intranet as the gateway to the digital
workplace? Are there other channels
that should be considered?

Exercise Two - Results
• Email?
• Salesforce – Embedding in work applications.
• Enterprise App Store
• Departmental Portals
• Embedding into different places is important
• Messaging Tools

Exercise Three

Exercise Three
Engaging
Employees on
Internal Social
Media

Exercise Three
What are your thoughts on active
engagement with employees on
internal social media for product
ideas? What challenges do you see
with this approach?

Exercise Three - Results
• Challenge using internal social networks and getting traction there.
• Monitoring for incorrect use
• Highly vocal group doesn’t represent the entire employee
population.
• Using targeted micro-surveys for feedback might be better.
• Differing expectations on how internal social network should be used
and what they are used for.
• Survey overload could be a concern. Focus more on usage analytics
and NPS scores to see what’s happening.
• Great to see more IDEO/Design Thinking/Human Centered Design
thinking.

Exercise Four
Steve Bynghall
Digital Workplace
Consultant / Writer
“Integrations are the
powerhouse of the
digital workplace”
https://www.steptwo.com.au/columntwo/winners-announced-step-two-intranet-and-digital-workplace-awards-2019/

Microapps
Concur Travel
54 mins ago
Your Trip to Miami
Your ﬂight from Boston, MA (BOS)
to Miami, FL (MIA) is schedule for
tomorrow.
BOS MIA
Boston Miami
American Airlines 1006
Feb 17 2018 10:03am
Terminal N
Gate T9
Departure:
Feb 17 2018 1:15pm
Terminal B
Arrival:
TRAVEL
VIEW DETAILS
Security review of the new Miami
facility and stakeholder meetings.
Summary
Chrome River
Expense Report 30 mins ago
Samuel Jennings
Expense Report
EXPENSE
APPROVE REJECT
42 12
Commented in Jive
Kayleigh McKerson
VIEW CONVERSATION
I didn't realize MS RDC was available through the
App Store—awesome. I've had good success with
CoRD, an open source alternative, although I don’t
know if it’s on the approved list.
Remote Desktop Connections in
OSX
5 mins ago
TRAVEL
SOCIAL

Microapps – Approach Using Pareto’s Principle
20% of features
80% of the value for employees

Exercise Four
What are 10 integrations you would
want to integrate into your Digital
Workplace that would deliver the
most value? What’s your top 3?

Exercise Four - Results
• Time and Expense
• HR Tasks
• Training
• Benefits
• General tasks and approvals
• Procurement
• Anything that is slowing down the business
• Corporate events
• IT Service Management / Service Requests
• Line of Business Applications
• Social Networks and Communities
• Rewards and Recognition
• Hi Frequency and Hi Friction
• Real Estate Services
• Cafeteria Menu
• Concierge Services

Outcome-Driven Development
A typical employee process – taking a day off for vacation

Outcome-Driven Development
A simple and enjoyable employee process based on intent

Exercise Five
What key processes could you
simplify using O.D.D. to drastically
improve employee experience?

Exercise Five - Results
• Onboarding
• Departmental Processes
• Internal vs External Users/Employee Process
• Booking a meeting
• IT Support / Finding the Status of a Request
• Job Transition Processes
• Workflow Processes across multiple groups
• Communication Workflow and Approvals
• Training and Development
• Performance Management
• Contingent Workforce Requests
• Employment confirmation letters.
• Find your highest volume calls to HR, IT, etc.

http://www-scf.usc.edu/~csci201/lectures/Lecture11/royce1970.pdf

The OODA Loop
Also known as the “Decision Loop”
John Boyd
Military Strategist and
Air Force Colonel

The OODA Loop
Also known as the “Decision Loop”
https://en.wikipedia.org/wiki/OODA_loop

OODA Loop – “The Most Powerful Unifying Model for Strategic Thinking”

SUCCESS
Time
Those That Iterate Faster Win
Increasing the feedback loop gives you a significant competitive advantage

Feature 1
Feature 2
Feature 3
Feature 4
Feature 5
Feature 6
Feature 7
Feature 8
Feature 9
Feature 10
Delivered all at once
(Annually)
Waterfall Model

Feature 1
Feature 2
Feature 3
Delivered Incrementally
(2 Weeks to Month)
Traditional Agile
Feature 4
Feature 5
Feature 6

Feature 7Feature 2Feature 1 Feature 3 Feature 4 Feature 5 Feature 6
“When will this be done?”

Feature 7Feature 2Feature 1 Feature 3 Feature 4 Feature 5 Feature 6
“When will this be done?”
Your plan is now based on
an assumption of chained
dependencies.
No time for feedback from
previous loops.

What do you do?

Feature 1 Feature 2 Feature 3
We Focus On One Feature at a Time
And Take User/Customer Feedback Into Account in Each Iteration

Iteration 1
We Focus On One Feature at a Time
We release a series of “mini versions” of the feature at time
Feature 1
Iteration 2 Iteration 3

Exercise Six
What benefits do you see to a model
like this? What challenges to you see
to implementing a model like this?

Exercise Six - Results

Intranet Platform

Intranet Platform
Intranet Home Page
HR
System
Travel
System
Business
Applications
Office /
Productivity
Tools
Internal
Social
Network
Expense
System

Intranet Platform
Intranet Home Page
HR
System
Travel
System
Business
Applications
Office /
Productivity
Tools
Internal
Social
Network
Expense
System
Manager Center
Core HR
System
Goals and
Objectives
Learning &
Development
HR Support
Center

Exercise Seven
As you prepare for this next era and create
an experience layer in your organization,
what capabilities would you have? What
would you remove from your existing
intranet?

Exercise Seven - Results

HR Comms IT Finance Procurement Help
Desk
Employees

Desk
Employees
Experience
Layer

Desk
Employees
Experience Layer

Don’t Couple Your Experience Layer to a System of Record
Digital Experience Layer

Exercise Eight
What challenges do you see in avoiding
silos when implementing an experience
layer…and how can you address them?

Exercise Eight - Results

Consumer-like Experiences
Engage employees with modern consumer-like experiences
they expect, anytime & anywhere.
Single Pane of Glass
Consolidates notifications, tasks, and messaging from
disparate systems into a single, modern interface.
Elevates Communications Outside Email
Shrink email volume with communications outside of
email, ensuring employees never miss updates.
Instant Access to Information & Answers
Instant access to information and automation of task – all
through natural language chatbot.
Intelligent Employee
Experience Platforms
Simplify &
Connect
AI
IoT
WORKPLACE HUBS

#1 Employee Experience Owner
#2 Intranet as Gateway to Digital Workplace
#3 Engaging Employees on Internal Social Media
#6 Customer-Driven or Hyper Agile for Innovation
#7 What Would You Add/Remove To Your Experience Layer
#4 What Integrations Are Important To You?
#8 Avoiding the Silos
#5 Outcome-Driven Development

Director, Architecture
@troycampano
troycampano
Digital Workplace
Troy Campano
Email:
Troy.Campano@LibertyMutual.com

Workshop: Liberty Mutual's Intelligent Workplace Platform (Troy Campano)

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