Employee experience journey mapping - A complete guide
Employee experience journey mapping might sound like a mouthful, but it's basically just a fancy way of saying, "Let's figure out what our employees are going through and how we can make it better."
It's like a treasure map, but instead of gold, we're searching for how to make employees happy throughout. But why??
As the entrepreneur and businessman J. Willard Marriott once said, ”Take good care of your employees, and they'll take good care of your customers, and the customers will come back.”
So sit back, relax, put on your adventure hats and grab a cup of coffee (or your preferred beverage of choice) because we are about to explore the employee experience journey, dream up ways to make it better, and discover the secrets of mapping out this process.
Table of contents:-
- What is the employee journey?
- What is employee journey mapping?
- How an employee journey map can help you
- How to leverage employee journey mapping to create value
- What are the stages of the employee journey?
- How do you create an employee experience journey map?
- Personas for employee journey mapping
- The employee journey from the employee’s perspective
- Employee journey mapping touchpoints
- Common mistakes that companies make while mapping employee journey
- How CultureMonkey can improve the employee experience?
What is the employee journey?
Every employee goes through a unique journey in your company, from their first day of onboarding to the last day they walk out the door. But have you ever thought about what that journey looks like? And more importantly, have you thought about how you can improve it?
An employee journey can make all the difference in retaining top talent, boosting employee engagement, and improving productivity. In fact, studies have shown that companies with a strong focus on employee experience outperform their competitors by 122%. So, why aren't all companies putting more focus on the employee journey?
Employee journey mapping is a process of identifying all the touchpoints and interactions an employee has with your company, from the moment they apply for a job to their last day in the office.
A positive employee journey can lead to more engaged and productive employees. When employees feel supported and valued, they're more likely to go above and beyond in their work. And that's a win-win for everyone.
What is employee journey mapping?
Employee journey mapping is the process of mapping out all the touchpoints an employee has with your company, from their first day of onboarding to their last day in the office.
It's a way of understanding and improving the employee experience by mapping out their interactions with the company from the moment they first hear about the organization as a potential employer to their eventual departure.
But why should you care about employee journey maps? For one, it helps you identify pain points in the employee experience that could be driving employees away. Maybe your onboarding process is too lengthy, or your employees aren't getting enough feedback or recognition for their hard work.
It helps organizations develop a comprehensive and holistic view of the employee experience, which is critical for improving employee engagement and retention.
How an employee journey map can help you
By gaining a deeper understanding of the employee journey and identifying pain points and opportunities for improvement, organizations can increase employee engagement and retention, which can lead to a more productive and successful workforce.
Here are some other key reasons why you should be focusing on mapping out the employee journey in your company:
Improves employee experience:
By mapping out the employee journey, you can identify pain points and areas where improvements can be made. This helps create a more positive, supportive work environment that retains top talent.
Increases employee engagement:
When employees feel supported and valued, they're more likely to go above and beyond in their work. Mapping out the employee journey and addressing pain points can help increase employee engagement and motivation.
A positive employee journey can lead to more engaged and productive employees. By addressing pain points and creating a more positive work environment, you can improve productivity and drive success.
Retaining top talent is crucial for the success of any company. By creating a positive and supportive work environment through employee journey map, you can reduce turnover and retain top performers.
Enhances employer branding:
A positive employee journey can also enhance your employer branding. When employees feel supported and valued, they're more likely to share their positive employee experiences with others, both online and offline. This can help attract top talent and improve your company's reputation.
Provides valuable insights:
Employee journey mapping provides valuable insights into the employee experience. By understanding employees' touchpoints and interactions with your company, you can identify patterns and trends that can inform future decisions and improvements.
Fosters a culture of continuous improvement:
Employee journey mapping is an ongoing effort to identify pain points and make improvements. By fostering a culture of continuous improvement, you can create a workplace that's always striving to be better.
How to leverage employee journey mapping to create value
Here are some key ways to leverage employee journey mapping to create value!
Identify key touchpoints
The first step in leveraging the employee journey map is to identify the key touchpoints in the employee experience. This includes everything from recruitment to onboarding, training, performance review/management, and offboarding.
Once you've identified the key touchpoints, it's time to collect data on the employee experience. This can include employee feedback, employee surveys, and data on employee turnover, productivity, and employee engagement.
Analyze the data
After collecting data, it's important to analyze it to identify pain points and areas where improvements can be made. Look for patterns and trends that can inform future decisions.
Map out the journey
Once you clearly understand the employee experience, it's time to map out the journey. This can be done using a variety of tools, such as journey maps, employee personas, and empathy maps.
Identify opportunities for improvement
With the employee journey mapped out, it's easier to identify areas where improvements can be made. Look for pain points and areas where the employee experience could be improved and prioritize the most critical ones.
Once you've identified areas for improvement, it's time to implement changes. This can include everything from streamlining the recruitment process to improving communication and recognition programs.
Continuously monitor and improve
Employee journey mapping is not a one-time process. It's important to continuously monitor the employee experience and make improvements as needed. This can include collecting ongoing feedback from employees, analyzing data, and making changes to improve the employee experience.
What are the stages of the employee journey?
Here are the stages of the employee's journey, in brief:
- Application: If potential employees decide your organization is the right fit, they will typically apply for a position. This involves submitting a resume or application and potentially going through pre-employment screening and assessments.
- Interview: After submitting an application, the potential employee may be invited to interview for the position. This stage involves assessing the candidate's fit for the role and evaluating their skills and experience.
- Onboarding: If the candidate is selected for the position, they will move into the onboarding stage. This involves training and orientation to the company culture, policies, and procedures for the new employee.
- Development: Once an employee is onboarded, they will move into the development stage. This involves ongoing training and development to improve their skills and advance their career.
- Performance: The performance stage involves ongoing performance management, including setting goals, providing feedback, and evaluating performance.
- Recognition: Employees thrive on recognition, and it's important to make it a key stage in the employee journey. This includes both formal recognition programs and informal feedback and praise from managers and colleagues.
- Retention: The retention stage is where employees decide whether they want to stay with the organization or leave. During this stage, it's important to provide a positive workplace culture that values and respects employees.
- Separation: Finally, the separation stage involves an employee leaving the organization, whether voluntarily or involuntarily. This can involve offboarding, exit interviews, and evaluation of the employee's tenure with the company.
By understanding the stages of the employee journey, people leaders can better identify pain points and opportunities for improvement and create a positive and productive workplace culture that drives success.
Whether you're just starting or have been in the game for years, taking a strategic approach to the employee journey is key to achieving your HR goals. So, get out there and prioritise the employee journey in your organization.
How do you create an employee experience journey map?
Creating an employee experience journey map can be daunting, but it doesn't have to be. With a little bit of planning and organization, you can create an effective employee journey map that will help you improve the overall employee experience in your organization.
Here are 5 pointers on how to create an employee experience journey map:
- Define your employee personas: To create an employee journey map, you need to understand your employees. Start by defining your employee personas. These are fictional representations of your employees based on characteristics such as their job title, department, age, gender, and experience.
- Visualize the journey: Create a visual representation once you've mapped out the employee journey. This can be a flowchart, a timeline, or any other visual that helps you understand the journey.
- Set goals: Set specific, measurable goals for improving the employee experience. This could include reducing turnover, increasing employee engagement, or improving the employee onboarding process.
- Develop a plan: Once you've identified areas for improvement and set goals, develop a plan to achieve them. This may involve making changes to processes, implementing new technologies, or providing additional training to employees.
- Test: Implement your plan and test the changes you've made to the employee experience. Collect feedback from employees to ensure that the changes are having a positive impact.
By following these 5 pointers, you can create an effective employee journey map that will help you identify areas for improvement and set goals to achieve them. Remember to continuously monitor and improve the employee experience to ensure that your organization is providing the best possible environment for its employees.
But what are the personas of employees?
Personas for employee journey mapping
Personas play a crucial role in employee journey mapping as they help create a clear picture of the employees going through different journey stages. A persona is a fictional character that represents a group of employees with similar goals, needs, and behavior patterns.
Creating personas for employee journey maps is crucial in ensuring you accurately map the employee experience.
Here are some pointers to create personas for employee journey mapping:
- Research: Start by researching your employees and gathering data on their needs, behaviors, and pain points. You can collect this data from surveys, interviews, and focus groups.
- Segment your employees: Based on the data collected, segment your employees into different groups with similar needs, behaviors, and pain points.
- Give them a name: Once you have segmented your employees, give each group a name that represents them.
- Create a backstory: Create a backstory for each persona that outlines their journey, starting from their first interaction with the company to their current stage.
- Identify their goals: Identify the goals and motivations of each persona. This will help you map out the touchpoints that can help them achieve their goals.
- Understand their pain points: Identify the pain points for each persona. This will help you map out the touchpoints that can alleviate their pain points.
- Add a face: Add a visual representation to each persona to make them feel more real.
- Use personas to create empathy: Use personas to create empathy among the team and to help them understand the needs and pain points of different employees.
- Continuously update personas: The needs and behaviors of employees change over time, so it’s important to continuously update your personas to ensure they accurately represent your employees.
- Use personas to guide decision-making: Use personas to guide decision-making throughout the employee journey mapping process. This ensures that decisions are made considering the employee’s needs and pain points.
By using personas, you can create a more accurate and empathetic employee journey map that will help you improve the overall employee experience.
The employee journey from the employee’s perspective
Have you ever thought about the employee journey from the employee's perspective?
As people leaders, it's important for us to put ourselves in our employees' shoes and understand how they experience their journey within the company.
From the day they first apply for a job to their last day of work, every touchpoint an employee has with the organization can impact their overall experience. This includes the hiring process, onboarding, performance evaluations, and even their exit interview.
As employees, they want to feel valued, respected and appreciated for the work they do. They want to feel like they're part of a team that is working together to achieve common goals. They want to have the resources and support they need to perform their job to the best of their abilities.
However, there are also challenges that employees face, such as navigating complex processes, dealing with office politics, and managing work-life balance. These challenges can impact employee engagement, motivation, and overall employee satisfaction with their job.
By listening to our employees' feedback and concerns, we can identify areas of improvement and make changes to enhance their journey within the organization. This benefits the employees and leads to increased productivity, retention, and a better company culture overall.
Employee journey mapping touchpoints
"It's not the destination, it's the journey"? Well, in the world of employee experience, that journey is known as the employee journey map. And just like any journey, it's made up of various touchpoints that shape an employee's experience.
What are these touchpoints, you may ask? They're every interaction an employee has with the company, from the moment they first hear about the job opportunity to the day they leave the company. These touchpoints can be divided into three categories:
- Pre-hire touchpoints: This includes any interaction the employee has with the company before being hired, such as the application process, interviews, and pre-employment testing.
- Core touchpoints: These are the primary interactions employees have during their employment, including onboarding, training, performance reviews, and development opportunities.
- Post-employment touchpoints: Even after an employee leaves the company, there may still be interactions to consider, such as exit interviews, alumni networks, or opportunities for rehiring.
Some examples of specific touchpoints to consider at each stage include:
- Pre-hire: Job postings, career fairs, recruiter emails, initial phone screens, skills assessments, and reference checks.
- Core: Onboarding materials, orientation sessions, team introductions, benefits enrollment, regular check-ins with managers, skills training, and company events.
- Post-employment: Exit surveys, alumni networks, rehiring programs, referrals, and employee retention programs to keep former employees engaged and connected to the company.
By considering each touchpoint in the employee journey, companies can gain valuable insight into areas where they can improve the employee experience and opportunities to retain top talent and create a more positive workplace culture.
Common mistakes that companies make while mapping employee journey
Employee journey mapping is a powerful tool to improve the overall employee experience and to identify areas for improvement in the HR department.
However, not all companies get it right. Here are some common mistakes that companies make while mapping the employee journey:
Skipping important touchpoints
Companies often forget to include critical touchpoints in the employee journey. These touchpoints can be small but essential in shaping the employee experience. For example, companies may forget to include touchpoints such as job offer acceptance, onboarding, or the first 90 days of employment.
Not involving employees
Employee journey mapping should be a collaborative effort between HR and employees. However, companies often forget to include employees in the process. By not involving employees, companies miss out on valuable insights that can help improve the overall employee experience.
Focusing on the positives only
Employee journey mapping should include both positive and negative experiences. Companies often make the mistake of only focusing on positive experiences, such as promotions or salary increases. However, it's equally important to identify negative experiences such as difficult coworkers, lack of recognition, or inadequate training.
Not linking to business outcomes
Employee journey mapping should be linked to business outcomes, such as employee engagement, retention, and productivity. Companies often forget to measure the impact of employee journey mapping on these critical business outcomes.
Assuming one size fits all
Employee journey map should be tailored to the needs of different employee personas. Companies often make the mistake of assuming that one size fits all. However, the employee experience varies based on the job role, department, and location.
Not prioritizing improvements
Employee journey maps should not just be a one-time exercise. Companies often make the mistake of not prioritizing improvements based on the impact they will have on the overall employee experience. Identifying quick wins and prioritizing improvements based on their impact on business outcomes is essential.
Not measuring success
Employee journey maps should be measured to track progress and identify areas for improvement continually. Companies often make the mistake of not measuring success, which makes it difficult to assess the impact of the employee journey map exercise.
Companies need to avoid these common mistakes to create an employee journey map that truly reflects the employee experience and drives real results for the business.
How CultureMonkey can improve the employee experience?
Well, well, well, folks! We’ve come to the end of our journey mapping adventure. It’s time to put those maps to use and transform the employee experience. But wait, before you go, let me summarize the highlights of our journey together.
Firstly, we learned what employee journey mapping is and how it can improve the overall employee experience. We also explored the different stages of the employee journey and how to create an employee journey map.
We didn't forget about personas and how to incorporate them into our journey maps to make the employee experience more personal and relevant.
But wait, what about the mistakes companies often make? We can't forget those. We talked about the common mistakes companies make when mapping employee journeys so that you can avoid them and create a successful journey map.
Now, here’s where CultureMonkey comes in. The platform has everything you need to create a seamless employee experience journey map. With CultureMonkey, you can collect anonymous feedback at every stage of the employee lifecycle, identify gaps in your employee experience, and take action to improve the overall employee experience.
CultureMonkey offers a wide range of features, including pulse surveys, manager effectiveness surveys, eNPS, onboarding surveys, exit surveys, employee engagement surveys, and much more. With all these tools at your fingertips, you can take control of the employee experience and transform it into something amazing.
So there you have it - a complete guide to employee experience journey mapping. So take the time to understand their journey and use that knowledge to create a workplace they love. Happy mapping!
Employee experience journey mapping FAQs
How to design an employee journey map/Steps to create an employee journey map
To design an employee journey map, you should begin by identifying the employee journey stages, including pre-hire, onboarding, development, and separation. Then, create a list of touchpoints or interactions that an employee has with the organization at each stage. Finally, gather employee feedback through surveys, interviews, and focus groups to better understand their experiences.
What is experience journey mapping?
Experience journey mapping is the process of creating a visual representation of a person's journey as they interact with a company. It involves identifying all the touchpoints and interactions a person has with a company and mapping them out to understand the experience. The goal of experience journey mapping is to identify pain points and opportunities for improvement.
Is Journey Mapping an Agile approach?
Employee Journey Mapping is not necessarily an Agile approach but can be used in Agile methodology. It involves visualizing an employee's experience with the organization and identifying touchpoints where the company can improve the employee's experience. The Agile approach focuses on iterative and collaborative work to deliver value to the end-users.
What is the difference between workflow and journey map?
A workflow is a visual representation of a specific process, while an employee journey map is a comprehensive illustration of an employee's overall experience within the organization. A workflow focuses on a specific set of tasks and their sequence, while an employee journey map tracks the employee's interactions and experiences at different touchpoints within the organization.
Employee journey examples
Employee journey examples include the different touchpoints and experiences an employee goes through while working for a company, such as the recruitment process, onboarding, training, performance reviews, and career development opportunities. Other examples can include employee benefits, work-life balance, and company culture. By mapping out these different touchpoints, companies can identify areas for improvement.