UX and Employee Experience: two worlds combined to accelerate impact.

1. TOTAL EXPERIENCE
THE RELATION BETWEEN CX AND EX

2. 1. Introduction
(Angela & Willemijn, Ordina)
2. Total experience
(or the relation between CX & EX)
3. Let’s get interactive
(total experience blue printing)
4. Wrap-up
11 JANUARI, 2023

3. 3
Who are we?
Angela Hooijmaijers
BUSINESS TRANSFORMATIE CONSULTANT
Specialisation: Employee Experience, Future Fit Workforce
Willemijn Prins
PRACTICE LEAD (DESIGN MANAGER)
Specialisation: total experience design, product management,
innovation

4. WE ARE ORDINA
Thanks to digitalization, developments are following each other in rapid
succession. We help our clients with their challenges of tomorrow so they
can maintain a sustainable advantage.
As a digital business partner, we combine sector knowledge with advisory
and professional services in the fields of information technology, data and
business.
We are a network organization organized in centres of expertise called
areas and practices.
Fun facts:
● Based in both NL (Nieuwegein) as BE (Mechelen)
● 2700+ employees
● Active in 3 sectors; financial services, public and industry
● Partnerships with ao SAP, Salesforce, Mendix, Microsoft etc.
● Ordina comes from Ordinateur, the french word for computer
4

5. 2 • TOTAL EXPERIENCE
or the relation between CX & EX

6. 6
EMPLOYEE EXPERIENCE

7. 7
EMPLOYEE JOURNEY
Recruit & Hire
Onboarding
Exit
Learning &
Development

8. 8
EMPLOYEE EXPERIENCE

9. 9
ACTUAL EMPLOYEE EXPERIENCE
Daily traffic jam
Forgot entrance
pass
Slow work
computer
Can’t find a free
desk

10. EMPLOYEE EXPERIENCE
10
Energizing
workplaces
Agile
Leadership
&
Organisation
Redesign the
employee
journey
Technology
that works
for you
Happy culture
Employee
Experience
At the HEART of the business
An holistic view

11. More engaged &
productive
employees.
Lower
Absenteeism rates
& retention
Improved
customer relations
& experience.
Increased quality
of work &
innovation
BENEFITS OF EX

12. TOTAL EXPERIENCE
Larger than the sum of its parts

13. 3 • LET’S GET INTERACTIVE
With total experience blue printing

14. • Combines elements of journey mapping & blue print mapping
• Combines perspective of customer and employee
• Takes into account a possible layer of technology between
customer and employee
14
METHOD: THE TOTAL EXPERIENCE BLUE PRINT

15. Challenge: Optimize the guest journey around travel documents
Also: Pilot project for integrating the guest experience and the employee
experience within one assignment.
CASE: WORLD OF WONDERS
TRAVEL DOCUMENTS

16. 16
World of wonders (Efteling): Biggest themepark in the
Netherlands, over 5 million guests a year, offering both single as
multiple day visits. Mission: Helping people escape from their
hectic everyday lives, in enchanting and natural surroundings
Today we focus on:
● The Efteling hotel
● Guest journey around travel documents (from the moment
after booking untill guest has entered both the park as the
hotelroom)
● 3 personas: a guest (matthias), a front office employee
(Daan) and a back office employee (Gemma)
● We map the current situation (discovery phase)
A BIT OF CONTEXT

17. 17
3 PERSONAS

18. Assignment: Map the current guest experience around travel documents based on the information given in
the personas.
• Split up in groups of about 5 people each (max 10 groups)
• Each group has a dedicated time keeper either voluntary or appointed ;)
• A (very) short explanation of the total experience blue print is available as a printed hand out
• The way of working is:
• Step 0: Read personas
• Step 1: Name your blue print
• Step 2: Define stages
• Step 3: Work out customer journey
• Step 4: Work out employee journey
• Front & back stage are optional if you have time left
• You have untill 20.30, have fun! Afterwards we will come back together to share insights and wrap up.
Plus I’ll share some insights & results off the actual project I did.
18
METHOD: THE TOTAL EXPERIENCE BLUE PRINT

19. 4 • WRAP-UP
With total experience blue printing

20. 20
3 QUESTIONS
1. How did it go?
2. What did you learn?
3. How will the total experience approach influence your work in the future?

21. CASE: WORLD OF WONDERS
TRAVEL DOCUMENTS

22. 22
THE GUESTJOURNEY

23. 23
PART OF THE SERVICE BLUE PRINT

24. Results: Fully digital and automated fullfillment process
● 75% of guests onboarded within first week
● Very high guest ánd employee satisfaction
Key to succes: Enabling and convincing hosts to onboard & help guests
THE RESULTS

25. 25
● Employees are people too ;)
● Happy (and well facilitated) employees = happy customers
● The employee experience is defined by daily business rather than traditional HR moments of truths when it comes to the
relation with user experience
● Finally: total experience management, the delivery of a total experiences, is a skill in itself. It requires experience
mapping, product & portfolio strategy as well as product & service design.
THANK YOU! 🧡
TO WRAP IT UP

26. WILLEMIJN PRINS
PRACTICE LEAD DESIGN
E WILLEMIJN.PRINS@ORDINA.NL
ANGELA HOOIJMAIJERS
BUSINESS TRANSFORMATION CONSULTANT
E ANGELA.HOOIJMAIJERS@ORDINA.NL