MSP 4.0: FROM CONTINGENT WORKFORCE MANAGEMENT TO CONTINGENT TALENT EMPOWERMENT
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Design thinking - led
The most prominent objective of leveraging design thinking in MSP 4.0 is to provide all stakeholders,
especially the candidates, with the same kind of experience that they are used to as B2C consumers.
MSPs can help organizations create and operate the entire infrastructure required to achieve this goal.
A design thinking - led approach is characterized by multiple elements as illustrated below.
Enhancing experience through design thinking is necessary throughout the entire hire - to - retire/redeploy
cycle, as the examples below elucidate.
l A candidate should be able to search for a job with the same ease with which he or she shops
on Amazon. The list of job recommendations or job search results should be hyper - personalized
based on the candidate's interest, previous history of applications, and other related factors
l Job applications should be mobile - enabled, easy, quick, and have most details prefilled at the click
of a button
l A good chatbot should be available to instantly answer most standard questions a candidate has
l For more complex queries – when a candidate needs to communicate with a person – the MSP
agent interacting with the candidate should have all of the candidate's details and history of
previous communications so that the candidate does not have to spend time providing background
and context
l A hiring manager should be able to view detailed status of his/her requisitions at any time without
delay and, if necessary, be able to get quick answers to any questions
While these are only a very few examples of potential experience enhancement use cases, a common
thread running through them is the ubiquitousness of digital and data leverage. Naturally, digital
and data is a critical lever driving MSP 4.0.
Design thinking in a
holistic manner
Design thinking is
applied to address
overall enterprise talent and
business objectives, and
not just talent acquisition
goals
Superior experience
for all involved
It is used to improve the
experience for not just
candidates, but for all
stakeholders
Hyper - personalization
It is used to find the
right balance between
standardization and
contextualization
to provide a
hyper - personalized
experience to stakeholders
Design thinking - led
process reengineering
Design thinking will be a
critical part of process
reengineering, helping to
identify the elimination of
touch points for manual
intervention and achieve
better experience and
efficiency
Elements
