Mapping your employee journey series (part 1): the macro level
You know designing for a beautiful employee experience is key for your organization and you know the value it can bring. Awesome! I’m genuinely happy and excited that you’ve decided to go on this journey to revamp, re-design and maybe, even completely re-think the end-to-end employee experience at your organization.
So where the heck do you even begin? This is the question I left off with last week. This answer is going to be a long one, so it will be a series of blog posts on uncovering the current state of your employee experience.
Welcome to part one: mapping out your current employee journey at the macro-level. The framework I recommend below for mapping out your organization’s current employee experience leverages some of the most successful design thinking and innovative techniques that have surfaced in recent years to push customer experiences forward.
Leveraging journey mapping in a service design framework has been the most successful way I have found to bring alignment from multiple stakeholders in an organization — by focusing on the audience we are designing for, and uncovering the problems which exist in the current state.
(if you’d like to know more about journey mapping and it’s value, please read my blog post I’ve written for 7Summits where I am an Experience Strategist)
Getting back to mapping employee journeys. In my most recent experiences, I have learned that there are really two levels of employee journeys: the macro-level and the micro-level journeys. Today’s post focuses on the macro-level.
The macro-level journey is one that is familiar and probably quite similar across many organizations. It probably looks something like this at your organization:
Running a journey mapping exercise across different teams at your organization at this level will help to identify core organizational and system-level challenges which exist. It also helps you identify key employee level motivators and challenges with the organization holistically to begin creating personas and segmentations of your employees (this will be very helpful in developing micro-level journeys!)
I love running a macro-level journey mapping session with my clients who are trying to improve their employee experiences. The macro-level journey helps you uncover:
(1) Where are the major organization-wide “disconnects” for a new employee joining, learning, growing and off boarding?
(2) Are systems, processes and people structured in a connected and integrated way to deliver the employee experience?
(3) Where are the key moments of employee challenges? This is critical because it helps you hone in on which micro-level journeys you need to work on next. If qualitative inputs across the organization indicate that there are challenges across the board once employees are actually performing on their day to day activities — this may indicate you need to break down at each functions level to understand where the problems exist today in that particular phase. Or if you are experiencing significant employee attrition during onboarding — you can dig deeper into the micro-journeys at that phase.
(4) Are the challenges identified at a technology, environment or cultural level? If you haven’t already read Jacob Morgan’s “The Employee Experience Advantage” — I highly recommend it! He digs deeper into each of these three elements and provides valuable information and case studies. By honing on what types of challenges exist, you can focus on the opportunities that develop holistic solutions across technology, environment and culture to avoid siloed and disconnected solutions in the future.
Tomorrow, we’ll dig deeper into what types of micro-level journeys are the most useful to focus on and some lessons learned from the field on running these types of journey mapping sessions! After that, we’ll actually dig into running a journey mapping session with a service design approach. Lot’s coming your way — if you have any certain topics you’d love to know about — let me know. I’d also love to hear your feedback — share away!