Designing the Employee Experience–Map the journey and discover the moments that matter!

By Natanya Rutstein

In last week’s post we looked at the highly personalised nature of the employee experience and touched on some of the frameworks available to design and implement the ideal employee experience. Your people are at the centre of your business success and now more than ever you need to be proactive and purposefully design their experiences at work in such a way that they feel valued, give of their best and look forward to coming to work each day.

Mapping the Journey

Designing the employee experience begins with a clear understanding and knowledge of the steps in their journey, how they experience this journey on a daily basis and at which points you can upgrade it from economy to first class.

A good place to start is to map their journey across the entire employee life cycle looking at the different touchpoints at each stage in the cycle. The typical employee life cycle will move through a process of:  Attract, Recruit, Onboard, Develop, Retain, and Transition.

Find out from them what is important to them at each stage of the life cycle and how they perceive the experience that the organisation is currently offering. Does their experience match up with what you are trying to provide or rather with what you think you are actually providing?  As importantly talk to management and C-suite executives to determine what their objectives are in terms of the kind of EE they want to create and how they would like to do this.

Moments that Matter

In their book “The Employee Experience Advantage” Marshall Goldsmith and Jacob Morgan discuss how the employee life cycle is being augmented by specific moments – “moments that matter or moments of impact”. They argue that, “by focusing on these moments the organization is able to look at employees as whole individuals with unique experiences as opposed to just employees who are there simply to complete a job.”

Moments that matter are those which are significant in the life of an employee and are the critical touch points between the employee and the company that leave an imprint. These could be moments such as their first day, landing their first sale, celebrating a work anniversary, having a child or getting promoted. If we understand what these moments are, we will be able to make their journey a memorable one by deliberately designing the experience which should accompany each of these moments.

Cisco Gets it Right

Technology giant Cisco has done a masterful job of defining the 11 most important moments that matter in their employee lifecycle and have created their “People Deal” with specifically designed actions around these moments to drive the best employee experience possible.

At Cisco, 87 percent of employees say their workplace is great (http://reviews.greatplaceto work.com/cisco) and the company has been ranked 14 in the Best Workplaces for Technology 2018, 53 in  Best Workplaces for Millennials 2018 and 48 in the Fortune 100 Best Companies to Work For 2018 . Watch their YouTube video “Moments that Matter: Building Momentum”, to learn more about how they did this and “The People Deal” they have created to implement these 11 moments https://www.youtube.com/watch?v=jbs65CJz8jg

The process of mapping the employee journey and defining the moments that matter to them is by no means a quick or easy process but is definitely worth the time and effort as is evidenced at Cisco.

 

 

 

 

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