HomeEmployee ExperienceHR StrategyJason Bloomfield Discusses the Future of HR with a Focus on Experience Design and Change Management

Jason Bloomfield Discusses the Future of HR with a Focus on Experience Design and Change Management

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In this exclusive interview, Jason Bloomfield, Global Head of People Change & Experience Design at Ericsson, sheds light on the transformative power of experience design. He explores its role in tackling employee burnout, striking the right balance between AI and the human touch in HR processes, and implementing effective change management strategies.

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Jason Bloomfield, Global Head of People Change & Experience Design at Ericsson, offers practical insights into solving some of today’s toughest HR challenges.  

At the recent CONNECT HR event, Bloomfield presented his ideas on “Transforming experience design: The power of feedback loops and inclusive co-creation.” In an exclusive follow-up interview, he dives deeper into topics ranging from reducing employee burnout to integrating AI into HR processes, with his approach focusing on experience design, co-creation, and data-driven decision-making. 

Experience design as a solution to employee burnout 

Employee burnout is widespread, worsened by the pressures of modern work environments. Bloomfield believes that experience design plays a crucial role in addressing this issue. He explains that focusing on “the moments that matter” and acting on them with targeted effort and maximum impact is essential. 

He suggests re-imagining traditional support programmes to include empathetic AI tools offering anonymous, 24/7 support. These tools provide a seamless way for employees to seek help without worrying about being overheard or finding a quite spot. “It’s zero about technology and 100% about the human outcome,” he notes, emphasising the blend of human care with technology as an enabler. 

Balancing AI and human touch in HR processes 

As AI and automation take on a bigger role in HR, keeping the human element is vital. Bloomfield advocates for a co-creation approach to maintain this balance: 

“If we’re concerned about humanity getting lost in technology, the solution is simple: put more human into it.”

At Ericsson, Bloomfield has implemented a co-creation process branded as “Your Voice, Our Action,” driven by feedback loops and community input. “Everything we do must be directly based on what people actually want and need,” Bloomfield explains, stressing the importance of aligning actions with employee feedback. 

Change management in the RTO mandates 

The shift back to in-person work presents challenges for organisations. Bloomfield sees change management as a key tool in creating positive experiences for employees during this transition. 

He recommends conducting change impact assessments (CIAs) to diagnose the nature and scale of change impacts. This diagnostic approach helps tailor engagement strategies and messaging so they resonate effectively with employees. 

Bloomfield stresses the importance of clearly communicating the “why” behind any organisational change. Without this, employees may form their own interpretations, often leading to resistance or misunderstanding. “A clear, consistent ‘why’ significantly improves your chances of success,” he advises. 

Integrating DEI into experience design 

DEI principles are proven drivers of organisational success. Bloomfield highlights this: “Diversity is a superpower. It’s not a cliché anymore—the debate is over. The more diverse an organisation is, the more likely it is to outperform its peers. Period.” 

At Ericsson, Bloomfield has implemented a “diverse by design” approach to feedback collection: 

  • Gender 
  • Tenure 
  • Geography 
  • Business and Market Areas 

This approach ensures diverse cultural and experiential insights, fuelling innovation and inclusive solutions. 

Leveraging analytics for continuous improvement 

Turning feedback into action requires making data tangible, visible, and credible, according to Bloomfield. Transparency is key, and he advocates for sharing both positive and negative results: “To proceed with analytics, you have to make it tangible, visible, and credible. That’s job one. Job two, you must share the good and bad news openly.” 

At Ericsson, this open approach led to improvements in employee experience metrics by identifying areas needing attention through a global feedback loop first-launched Q4 2022. 

Jason Bloomfield’s insights provide practical guidance for HR leaders facing today’s complex challenges. By focusing on experience design and balancing technology with human interaction, organisations can build more resilient and inclusive workplaces. As Bloomfield puts it, “Harness both left-brain and right-brain arguments” to drive meaningful change and achieve organisational success. 

For those eager to explore these topics further and engage in future discussions with industry leaders like Bloomfield, the upcoming CONNECT HR Spring 2025 event promises to be an invaluable opportunity. 

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