How might we create a meaningful and impactful onboarding experience that helps our talent truly be welcomed and be able to hit the virtual ground running?
SOLUTION: ONE-STOP ONBOARDING JOURNEY MAP
Our solution is a centralized web space (ideally incorporated into the company intranet) that provides a complete onboarding roadmap and timely reminder of what is next.
Meanwhile, it provides hiring managers, HR and buddies with reminders and synchronized information.
WHAT WE LEARNed DURING DISCOVERY
METHODS
1. Expert interview with mentor Oneca on the goal and keys of onboarding process
2. Survey sent out to understand what matters most during the onboarding process. What are the possible challenges and opportunities for virtual onboarding.
3. Interviews for users to understand experience and pain points. Link to interview guide here.
4. Interviewing challenge owner and analyzing Glassdoor reviews
INSIGHTS
Challenges for the employees
1. uncertain or concern about role and expectation clarity
2. unstructured and disorganized processes
3. how to get the same sense of connections virtually
Challenges for managers
1. how to get people ready to go and contribute
2. how to provide the best support at the right time with limited energy and time for them
3. technical challenge
WHAT WE brainstormed DURING IDEATION
Ideas are generated based on the revised how might we question ”How might we create a
virtual onboarding experience that provides structure, clarity, and connectivity?”
survey and interview insights; Glassdoor review synthesizing
persona mapping
empathy map
journey map
brainstorming-grouping the ideas
Ideas were selected through dot vote Top 3-Virtual buddy(1); Checklist, touch point map(2);
Virtual Nudge/reminder (2); Virtual welcome party/ virtual celebration of milestones(2)This is the link to the Miro ideation board.
The Solution We Designed
Our solution is a centralized web space (ideally incorporated into the company intranet) that provides a complete onboarding roadmap and timely reminder of what is next, meanwhile, provides hiring managers, HR and buddies with reminders and synchronized information.
Specifically our solution is:
● An interactive web page that can trigger reminders to buddies, new starters and managers
● It’s shared, real-time visualization of where everyone is in the process and what’s happening (a
checklist and a map that’s live action and interactive with a timeline)
● It’s everything in one place at a glance (even things that are operational are visualized here to
stop more emails and check-ins e.g., with IT, HR, etc.)
● It’s different because it gives all three parties a shared view and experience of what’s happening
- it becomes a shared and collaborative journey, rather than passive for the new starter, it’s
personalized and responsive
How we build the solution:
● With the critical challenges of structure, clarity, connectivity and the constraint of competing
priorities of managers in mind, we used design thinking to facilitate independent ideas and then
converged to share back. The final solution builds on multiple ideas from teammates.
● We first identified that there are important relations and processes in the onboarding process,
for example, relationship with supervisor, buddy, teammates, human resource and we designed
touch points for these important relationships and processes.
It provides these benefits:
● Onboarding experience that is structure, clear and connects on a human level (for everyone -
not just the new starter)
● It’s user friendly and efficient for everyone - it makes it really easy for managers to deliver on
their goal (rather than it getting sidelined due to competing priorities)
What’s next? Test the solution to improve this prototype; understand the IT capability of the organization and identify what needs to be built to enable the webpage; educate managers and buddies on the system
The prototype can be accessed here.
The Design Team
Belinda Gannaway, Debbie Plager, Oscar Andrade, Vicky Wu, Dorothy Mankey, Pamela White, Tiffany Suazo, Mahak Aggarwal, Oneka Cornelius, Sabine Sickinger, Katerina Bohle-Carbonell