Page 35 - Inquisitive Employee Engagement Guide v22

Lifecycles and

Journeys If you understand Customer Experience In a world of overwhelm where there is
always so much you can do – start by
Strategy – then the same thinking
looking for something very visible
applies for employees. Your employee
has a life path from before joining but small – a quick win to herald the
your business as potential hires until change in focus..
after they leave as alumni – one
complete experience from their Recognise the connectedness of the
perspective. Often a bumpy rather lifecycle/ systems – take an overview
than smooth ride. of the whole journey and then go
deep to focus on specific events.
This is one overall experience – made Lifecycles, journeys, hassle maps,
up of lots of interactions/touchpoints. strawmen and reviews are so useful –
That experience is a series of journeys – they allow us to get different
some they take once, others they take perspectives. We can be something, a
every day in doing their work. Some person, a process or a service – get
cover one function, others many? What creative and seek to empathise with
do they experience? What is the story? whatever you are. For example:
Is it joined up or a series of silos? Does
it align with your brand? Do you live by Be the new employee on the
what you say you do? On this journey lifecycle – visit each life stage – walk
what are the most important things their path, do research to identify the
from your people's perspective and touchpoints – how are you doing? –
your businesses? Do they align? what matters most for different
personas i.e. new starter, talent,
A business can influence whether each manager, CEO, return to work mum,
touchpoint is positive, mediocre or millennial?
negative by the experience you create.
All touchpoints are not equal – some Be a Service – who are you seeking to
are moments of truth where people serve? How do you do it? What can
make up their mind about their you learn from what you are doing
experience – pivotal moments. Your right? What is missing? Where do you
objective is to find these first and get stuck? How can you do it better?
get them right. It is about finding the
things that make a difference.

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