Why the Target Interaction Model (TIM) is the Key to Unlocking the Employee Experience

As the future of work arcs toward enhancing the employee experience, it’s time for HR to shift gears and actually make it happen.


Here’s a quick guide to Mercer’s point of view on transforming HR into a sutainable people centered function following the target interaction model approach.


What do we know?

Organizations are heavily investing in the employee experience — and for good reason. A positive employee experience improves the customer experience, drives attraction and retention, increases trust in the firm and pushes productivity.

The HR model prevalent over the past few decades was primarily designed around the function and their needs itself, with HR processes partially outsourced to achieve savings. Over time, this created a fractured candidate and employee experience, and the cost benefit was never achieved. These HR silos don’t align with today’s business and workforce needs in the dramatically fast changing labor market and work environment.



How can you move forward?


HR will play a strategic role in improving the employee experience by transforming the target operations model (TOM) with a target interaction model approach (TIM). With a TIM, HR becomes a more people-centered function that places a premium on employee interactions, with employee and people manager satisfaction as the key success metric.


What does the perfect blue-sky HR model look like? What service portfolio will help achieve business objectives while elevating the employee experience? Design-thinking workshops, design sprints and co-creation rapid prototyping will help create a progressive TIM that guides HR transformation efforts. – at light speed.


Target Interaction Model (exemplary)



Where can you start?


Process should follow purpose. HR needs to understand where it’s coming from before it can articulate a new people-first proposition. This demands an honest evaluation of today’s HR service portfolio and user experience along with tomorrow’s business & people needs. The key is balancing economics with empathy.


Unravelling existing processes and moving to an interaction perspective requires significant change management, combining communication, reskilling and HR’s participation in shaping this new world.


Download Mercer’s report to learn more about how to transform your HR function using the target interaction model, or contact us to speak to a consultant.

Interested to learn more? Download the Transforming HR paper:

In our new point of view, we discuss how to leverage the experienced worker in an era of automation. Download the summary or full report.

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