Tech Friction is Tanking Productivity (And Your Employees Know It)

Guest PostsArtificial IntelligenceEmployee Engagement

By Kristen Kamp On Oct 23, 2024

By Kristen Kamp, SVP, Global Human Resources, Ivanti

Slow logins, finicky VPNs and convoluted password protocols might seem like minor annoyances, but they’re quietly eroding workplace productivity and morale. As technology becomes increasingly central to daily work, the quality of employees’ digital experiences can make or break their job satisfaction and performance.

For HR leaders, it’s time to recognize poor digital employee experience (DEX) as a critical issue. DEX is how employees interact with their organization’s digital environment. This encompasses the hardware and software they use to perform their daily tasks, as well as the level of access and support they receive. Recent data makes the situation clear, with far-reaching implications for talent retention and organizational success.

Rigid Security Has Unintended Consequences

When organizations prioritize stringent security measures over user experience, employees often find risky workarounds. Recent research reveals that half of office workers use personal devices to access work networks and software. More alarmingly, 32% of those do so without their employer’s knowledge.

It can be assumed that this behavior isn’t malicious; it stems from a desire for efficiency. Employees turn to familiar, easy-to-use tools when faced with clunky corporate alternatives. Sometimes, they feel it’s their only option to get work done.

The concept of Security UX revolves around creating workflows that are in line with employee preferences, promoting effective decision-making and implementation. It aims to find a harmony between implementing strong supervision and controls, while also avoiding any unnecessary barriers that hinder productivity.

The AI Factor

The risks associated with poor security practices will only escalate as generative AI takes hold. According to the Microsoft 2024 Work Trend Index, 75% of global knowledge workers now use generative AI in their jobs.

Meanwhile, organizations are struggling to keep pace. Recent research shows:

81% of office workers report no training on generative AI use.
Nearly one-third of security and IT professionals lack a documented strategy for managing generative AI risks.

Unchecked access to AI tools and other advanced technologies poses significant threats:

Expanded cyber attack surface due to unsanctioned tools
Potential data privacy violations and compliance issues
Inadvertent copyright infringement through access to third-party datasets

Research indicates that 15% of office workers using AI at work rely on unsanctioned tools — a figure likely to grow. These “unforced errors” can be mitigated through proper training, oversight and thoughtful technology implementation.

The Remote Work Security Gap

Despite the prevalence of flexible work arrangements, many companies fall short in providing secure remote work solutions. Only 62% use VPNs or zero-trust access to protect sensitive information, while just 57% have implemented multi-factor authentication — basic safeguards for distributed workforces.

Even as some organizations push for office returns, the need for robust remote work security persists. Employees routinely take work beyond office walls — using personal devices for work tasks, joining conference calls on the go, or accessing company apps from home. Supporting secure, flexible work practices remains crucial, regardless of official policies.

Aligning Security and Employee Experience

Security leaders often lack input on DEX investments, with only 38% of companies consulting their CISO on DEX strategy and planning. This disconnect is problematic, as DEX tools can significantly enhance security postures.

Well-designed DEX solutions enable proactive, automated security interventions without disrupting employee workflows. For instance, organizations can implement automatic device compliance scans and routine cyberhygiene fixes without requiring end-user action.

The vast majority of leaders (96%) and security professionals (93%) acknowledge that prioritizing DEX positively impacts cybersecurity efforts. While 89% of security teams believe they’ve invested in the right tools to automate security practices, a broader mindset shift may be necessary.

HR’s Pivotal Role

Human resources professionals have both the opportunity and the responsibility to advocate for improved DEX. As the voice of the workforce, HR must ensure that IT and security decisions consider the employee perspective.

Key action steps for HR leaders:

Partner closely with IT and security teams to communicate the impact of tech friction on employee satisfaction and retention.
Advocate for the inclusion of DEX metrics in overall performance indicators.
Implement regular “tech satisfaction” surveys alongside standard engagement assessments.
Position digital employee experience as a core component of talent retention strategies.

In a competitive job market, a seamless, frustration-free tech experience can be a powerful differentiator for attracting and retaining top talent.

This whole problem sounds like a tech issue, and it is — but it’s just as much, if not more, of a people issue. After all, the current work landscape demands that tech and people overlap. A lot. That’s where HR comes in.

By embracing a human-centric approach to workplace technology, organizations can develop systems that balance robust security with satisfying user experiences. The outcome — enhanced productivity, stronger security practices and a more positive company culture — is a clear competitive advantage.

[To share your insights with us, please write to psen@itechseries.com ]