Is Video Replacing Human Interaction in the Digital, Mobile Workplace?
August 14, 2018
The trend of a growing, remote, and mobile workforce could be helping to drive the growth of video within the enterprise. Why? Video is second to human presence for building trust, rapport, relationships and being able to drive and influence specific employee behaviors, something large companies can’t afford to lose in today’s digital workplace.
By 2020, the majority of the workforce will be made up of millennials, and studies find they are the primary force influencing a mobile, digital workplace. Because they grew up digitally connected and online, they work where they want, when they want, with user-friendly mobile devices and applications.According to Global Workplace Analytics June 2017 report on remote working, “Fortune 1000 companies are entirely revamping their space around the fact that employees are already mobile. Studies repeatedly show they are not at their desk 50-60% of the time.”
Value of video in the enterprise
At the same time remote working is increasing, our most recent survey revealed that the use of video is also on the rise, particularly within the larger enterprise companies. In November, we released The State of Video in the Enterprise 2017 report, where we polled over 650 employees across multiple industries globally to find out how companies were using video.
Not only did 84% report the use of video being on the rise, those that work at large enterprise companies revealed that they are using more video across their organization with multiple use cases when compared to smaller companies. When asked about the benefits of using video within their organizations, 90% and higher reported training employees better/faster, making executives more relatable and personable, connecting geographically dispersed employees, and smoothing the onboarding process.
Aon Hewitt case study: Using interactive video for healthcare enrollment
The benefits highlighted in Kaltura’s video report, are also highlighted in The eLearning Guild’s interactive video case study featuring Aon Hewitt’s healthcare benefit enrollment interactive video solution for enterprise companies that have a globally dispersed, remote workforce. Aon is a leading global provider of human resources solutions. The company’s 72,000 employees in 500 offices worldwide provide services to enterprise clients in over 120 countries. Aon Hewitt administers benefits for nearly 22 million people and operates more than 15 global delivery centers.
Helping employees make better healthcare decisions
Given today’s information environment and the deluge of complex, confusing information about insurance and health care, Aon Hewitt clients face a number of major challenges when communicating with their employees. The objective they set out to achieve was to improve the healthcare benefits enrollment experience so that employees could make better healthcare decisions, leading to a positive impact on their well-being. Aon Hewitt researched different technology solutions that would not only enhance the experience for the employee, but the company too, by improving operational efficiencies and cost savings through faster enrollment and reduced volume of inquiries into the call centers and human resources.
Engaging a remote workforce
The solution would need to fully engage a remote workforce, drive deeper knowledge of complex benefit packages and accelerate the volume of users to enroll online within the required timeframe. During the process of identifying a solution, they focused on one basic question that ultimately led them to implement interactive video: “How do remote employees best interact with dense, complex information?”
People connect with storytelling. Research revealed human beings engage the most when listening to stories.
People only take the time to gather information from websites they deem important. Although people regularly gather information from websites, they found employees were not regularly engaging with the benefits information available on the company websites. They realized they needed to capture the attention and curiosity of the employee by presenting a compelling story as to why they should be interested and then guide them on how to go and get more information.
Video has always been a linear experience – until now. Although linear video is already widely used to provide health care information, interactive video is unique in that the viewer can choose the path of information to navigate, rather than being “talked at” by the video presenter in a one-way exchange. Interactive video merges storytelling with the interactivity of a website to create a personalized, immersive, user-driven experience.
Video combined with user experience is the winning combination
The Aon Hewitt team used interactive video as a powerful medium for combining storytelling with user experience, ultimately handing over the control to the employee to gather the information they believed was most relevant to them. The Aon Hewitt team stressed this advice: Instead of providing education about your product or program (again), tell a story about how your audience could be using it to improve their lives, or how others are already doing it. With video you can effectively show people how others feel about what’s changing, how to do something, or how something works.
If video is second to an actual human presence then Interactive video is second to human interaction. Add the benefits of fulfilling the population’s need to be in control by swiping, tapping and touching their way into gathering information and enabling the collection of user generated data leads to unprecedented operational efficiencies. The business case for the enterprise to replace human interaction with video in the digital, mobile workplace is essentially made.
Learn more about interactive video with Aon Hewitt’s experience designing interactive video through Kaltura and Rapt.
Kaltura's mission is to power any video experience. Our wide array of video solutions are deployed globally across thousands of enterprises, media companies, service providers, and educational institutions, leveraging video to teach, learn, communicate, collaborate, and entertain.