Improving the User Experience of New Employees Using Journey Maps - - PowerPoint PPT Presentation

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Feb 21, 2023 443 likes •789 views

Improving the User Experience of New Employees Using Journey Maps Jacqueline Frank , Commons Assistant & Borrow Desk Staff Supervisor Hannah McKelvey , Interim Electronic Resources & Discovery Services Librarian Montana Library Association

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Improving the User Experience of New Employees Using Journey Maps

Jacqueline Frank, Commons Assistant & Borrow Desk Staff Supervisor Hannah McKelvey, Interim Electronic Resources & Discovery Services Librarian

Montana Library Association Annual Conference, 2017

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What was your onboarding experience like when you were hired? What do you remember?

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Access the Report, Toolkit, & Journey Maps:

montana.app.box.com/v/EXJM-TOOLKIT

Full presentation materials:

montana.box.com/v/EXJM-Presentation

(includes PPT, Recommendations & Outcomes documentation, MSU Library New Employee Manual)

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The Idea

Came from Montana Library Association Conference 2016

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Journey Mapping Defined

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“...a visualization of the process that a person goes through in

rder to accomplish a goal. It’s used for understanding and

addressing customer needs and pain points.”

Nielsen Norman Group

Customer Journey Mapping

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“...rapidly frame their employee experience challenges and

formulate innovative solutions. The objective is to deliver

better employee and candidate experiences to improve engagement, productivity, performance and competitiveness.”

Designing CX

Employee Experience Journey Mapping (EXJM)

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The End Goal

Improve the employee onboarding experience

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Learn about current onboarding experience Learn about Journey Mapping as UX technique Look for improvement opportunities

Immediate Long Term

Improve the employee onboarding experience

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The Process

Journey mapping the employee onboarding experience

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Timeline & Assumed or Expected Journeys

April 11 - October 24, 2016

Day 1 Week 1

Mo. 2
Mo. 3
Mo. 4
Mo. 5
Mo. 6

1st day & 1st week agendas as expected journey

Week 2, 3, & 4

Written reflections, conversations, & notes as expected journey

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Day 1 Meeting Structure

Met with new employees to introduce project and provided time to write a first

day reflection:

Provided takeaway documentation explaining the project in more detail

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Weeks 1-4 Meeting Structure

Met with new employees at the same

time for one hour each week

Discuss weekly written reflections &
pen conversation

Months 2-6 Meeting Structure

Met with new employees separately

for ½ hour once a month

Discuss weekly written reflections &
pen conversation
Met intermittently to review

reflections, compile notes, and debrief without new employees present

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Employee Written Relections

Days 1-5
Weeks 2-4
Months 2-6
Reviewed to identify
utcomes and inform

journey maps

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Meeting Conversations

No template or pre-set questions
Conversations guided by:

○ 1st day & 1st week agenda ○ Written reflections after week 1 ○ New training and/or projects

Asked why?

○ Why did something go well? Why did something not go well? What could have made it better? ○ We tried to avoid giving solutions or advice

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Content Creation

Agenda’s Journey Maps Written reflections Outcomes & recommendations Sticky note journey maps Project report Meeting notes Project toolkit

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The Deliverables

Journey maps, report, & templates

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Journey Maps
Outcomes & Recommendations
Project Report
Employee Experience Journey Mapping Project Toolkit

The Deliverables

Access the Report, Toolkit, & Journey Maps: montana.app.box.com/v/EXJM-TOOLKIT

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The Outcomes

What happened

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Participates felt comfortable and were able to speak freely, therefore multiple ideas to improve onboarding were generated. Immediate improvements were made that were of benefit to Learning and Research Services. Outcomes & recommendations document for our department, library, and all libraries available here: https://montana.box.com/v/EXJMPresentationMaterials

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Lessons Learned

What would we have changed and would we do this again?

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What would we change?

Overwhelming Timeframe Awkwardness Agenda Scope

Would we do this again? YES!

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Next Life: Steal our Content!

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EXJM Toolkit, Report, & Journey Maps:

montana.app.box.com/v/EXJM-TOOLKIT

Onboarding Recommendations, Project Outcomes, & Deliverables:

montana.box.com/v/EXJMPresentationMaterials

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Questions?

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Contact the presenters & authors: Hannah McKelvey Jacqueline Frank

Electronic Resources & Discovery Services Librarian Learning & Research Services hannah.mckelvey@montana.edu jacqueline.frank@montana.edu