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Improving the User Experience of New Employees Using Journey Maps

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Presentation at the 2017 Montana Library Association Conference

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Improving the User Experience of New Employees Using Journey Maps

  1. 1. 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
  2. 2. Whatwasyour onboarding experience like when you were hired? What do you remember?
  3. 3. 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)
  4. 4. The Idea Came from Montana Library Association Conference 2016
  5. 5. Journey Mapping Defined
  6. 6. “...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 Customer Journey Mapping
  7. 7. “...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)
  8. 8. The End Goal Improve the employee onboarding experience
  9. 9. Learn about current onboarding experience Learn about Journey Mapping as UX technique Look for improvement opportunities Immediate Long Term Improve the employee onboarding experience
  10. 10. The Process Journey mapping the employee onboarding experience
  11. 11. 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
  12. 12. 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
  13. 13. 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
  14. 14. Employee Written Re lections ● Days 1-5 ● Weeks 2-4 ● Months 2-6 ● Reviewed to identify outcomes and inform journey maps
  15. 15. 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
  16. 16. Content Creation Agenda’s Journey Maps Written reflections Outcomes & recommendations Sticky note journey maps Project report Meeting notes Project toolkit
  17. 17. The Deliverables Journey maps, report, & templates
  18. 18. ● 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
  19. 19. The Outcomes What happened
  20. 20. 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
  21. 21. Lessons Learned What would we have changed and would we do this again?
  22. 22. What would we change? Overwhelming Timeframe Awkwardness Agenda Scope Would we do this again? YES!
  23. 23. Next Life: Steal our Content!
  24. 24. EXJM Toolkit, Report, & Journey Maps: montana.app.box.com/v/EXJM-TOOLKIT Onboarding Recommendations, Project Outcomes, & Deliverables: montana.box.com/v/EXJMPresentationMaterials
  25. 25. Questions?
  26. 26. Contact the presenters & authors: Hannah McKelvey Jacqueline Frank Electronic Resources & Discovery Services Librarian Learning & Research Services hannah.mckelvey@montana.edu jacqueline.frank@montana.edu

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