2024
Designing a Memorable Employee Experience Lifecycle: From Onboarding to Growth and Retention
My role in this project involved leading the development of the generative research plan through in-depth interviews with C-Level Stakeholders and employees to enrich the findings of a readiness assessment. I worked to uncover the end-to-end lifecycle experience, co-created the service blueprint and signature moments, and supported the strategy team in shaping a clear and actionable implementation roadmap.
Ensuring C-Level have the best service experience throughout their employee lifecycle
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Challenge
The client was focused on providing the best possible experience for its employees, so the Talent team requested an assessment of the organizational model to identify gaps that were impacting service and hindering their ability to deliver the ideal experience.
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Approach
Through a readiness assessment exercise combined with in-depth interviews with key stakeholders and collaborators, I was in charge of the research analysis, mapping the future service experience blueprint, and designing signature moments.
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Outcome
Every gap and area for improvement across the service experience lifecycle was identified, and a series of strategic initiatives focused on the signature moments were created to deliver the ideal experience.
About The Blueprint
Through a series of interviews and workshops, we mapped the end-to-end service experience. At the front-stage level, we identified the stages, steps, signature moments, user actions, stage purposes, partners, and communication channels. At the back-stage level, we detailed the leadership and support teams involved in each step, the project’s governance structure to clarify roles and responsibilities across the talent team and adjacent support areas, as well as the tools and metrics needed at each stage to ensure a successful and consistent service delivery.
About The Signature Moments
To ensure an extraordinary employee experience, based on 4 differentiated design principles and through the 9 stages of the Service Blueprint with its 38 steps, 10 signature moments were developed throughout the employee lifecycle to:
Create interactions, between the talent area and candidates or employees, that will leave a lasting and memorable relationship
Ensure that candidates and employees feel proud to be part of the company.
Generate moments of emotional connection, that create and exchange value.
Break away from the expected patterns and offer a unique employee lifecycle.
“Falling in love” with the company
Guide for difficult conversations
Offboarding rituals
Implementation Roadmap
To ensure a successful implementation, we developed a roadmap grounded in the newly identified or refined process steps.
We established prioritization principles based on three key factors: impact on the overall experience, urgency for the talent team, and level of implementation effort.
Additionally, we defined implementation criteria focused on how to effectively integrate and engage the relevant teams over time.
