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

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

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

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)

The Idea Came from Montana Library Association Conference 2016

Journey Mapping Defined

Customer Journey Mapping “...a visualization of the process that a person goes through in order to accomplish a goal. It’s used for understanding and addressing customer needs and pain points.” - Nielsen Norman Group

Employee Experience Journey Mapping (EXJM) “...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

The End Goal Improve the employee onboarding experience

Learn about current onboarding experience Learn about Journey Mapping as UX technique Look for improvement opportunities Immediate Long Term I mprove the employee onboarding experience

The Process Journey mapping the employee onboarding experience

Timeline & Assumed or Expected Journeys April 11 - October 24, 2016 Day 1 Week 1 Week 2, 3, & 4 Mo. 2 Mo. 4 Mo. 3 Mo. 5 Mo. 6 Written reflections, conversations, & notes as expected journey 1st day & 1st week agendas as expected journey

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 ●

Weeks 1-4 Meeting Structure Met with new employees at the same ● time for one hour each week Discuss weekly written reflections & ● open conversation Months 2-6 Meeting Structure Met with new employees separately ● for ½ hour once a month Discuss weekly written reflections & ● open conversation Met intermittently to review ● reflections, compile notes, and debrief without new employees present

Employee Written Re�lections ● Days 1-5 ● Weeks 2-4 ● Months 2-6 ● Reviewed to identify outcomes and inform journey maps

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

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

The Deliverables Journey maps, report, & templates

The Deliverables ● Journey Maps ● Outcomes & Recommendations ● Project Report ● Employee Experience Journey Mapping Project Toolkit Access the Report, Toolkit, & Journey Maps: montana.app.box.com/v/EXJM-TOOLKIT

The Outcomes What happened

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

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

What would we change? Overwhelming Timeframe Awkwardness Agenda Scope Would we do this again? YES!

Next Life: Steal our Content!

EXJM Toolkit, Report, & Journey Maps: montana.app.box.com/v/EXJM-TOOLKIT Onboarding Recommendations, Project Outcomes, & Deliverables: montana.box.com/v/EXJMPresentationMaterials

Questions?

Contact the presenters & authors: Hannah McKelvey Jacqueline Frank Electronic Resources & Discovery Services Librarian Learning & Research Services hannah.mckelvey@montana.edu jacqueline.frank@montana.edu