The one HR tech feature you'll regret not asking to see in the demo
SteveI have seen lots of HR software, done more than a few of my own selection processes and subsequent implementations, worked on an HR tech product team for awhile and even been an end user of a bunch of different HR technology solutions over the years.
And if I have, in all these years and in these varying roles learned any single thing about HR technology I think it might be this: In the sales/evaluations stage almost no customer asks their potential HR tech vendor that will be supplying technology solutions that will (hopefully) be used by every person in the organization to review and demonstrate perhaps one of the most important feature/functions of the software, namely, the 'I forgot my password' process.
I don't know why, and I suppose I may be wrong about this as I am not actually sitting in every HR tech vendor demo going on (shock), but I know that I have never seen, nor asked any vendor to discuss and/or demonstrate that actual process that employees would have to follow when they forget their passwords. And they will forget their passwords. Probably every few months. And if the 'I forgot my password' process is slow, clunky, and hard to complete they will become more enraged than they were before.
So the 'use case' for the "I forgot my password' process flow also needs to factor in the increasing frustration and impending rage of an employee, who has just tried three or more times to (unsuccessfully) log in to the HR system, likely because someone told them they have to, and now the technology tosses them into the 'I forgot my password' abyss. This seems like an incredibly small thing, but for some reason I think it is more important than we tend to believe.
You have an already unhappy customer who is not able to log in to the system. Make sure the process for welcoming them back into the system doesn't make them even more unhappy. Make sure you take a look at the 'I forgot my password' process when you evaluate any HR tech supplier.
Happy Thursday.
Reader Comments (5)
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Thanks for the information!
I have over 20 years of HR systems implementation experience and agree. If the question is asked, it does not include the details of the password reset process to ensure it is simple and easy for the employees. My recommendation is to add information on both the login page and reset password page. The login page should include a feature or notation how many times they can incorrectly attempt before the account is locked. The password reset page should include hints directly on the screen that provides format and/or requirements. Any notifications that are sent usually include directions to contact your "system administrator". This notification should include an email or phone number. Most employees are not familiar with if this administrator is IT, HR or the software vendor. The process should be simple and easy for employees to access the system. @MelVRussell
Totally agree - and seems to me that integration with single sign on is a whole lot better than having to maintain an endless list of logins and passwords. Roll on the day when every software comes with an iris scanner - or perhaps I can get chipped!!
How about tasks that drive HR crazy that wouldn't typically get covered in a demo?
Seems to me that organization restructuring ought to come top of the list as it can really tie HR up in knots. With effective, devolved self-service dependent on tasks and activities being routed through approval processes that end with or involve the line manager/head of departments, we've found that even for mid--sized organizations it's really important to be able to handle this in an elegant and intelligent way. Would love feedback on what else gets overlooked on demos. Please get in touch via cezannehr.com
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