How to: Employee Experience Journey Mapping (2024)

Your employees’ experiences at work impacts the success of your business. Employees whofeelpositive about their employer and their workplace are more engaged, more productive and stayat the company longer.

Employee journey mapping is a way to measure the employee experience at every stage of anemployee’s tenure at the company. The employee experience is how the employee feelsaboutworkplace interactions and events, such as performance reviews during their employment. Bybuilding and analyzing a map of the employee journey, HR teams can identify potential areasfor improvement.

What Is an Employee Journey?

The employee journey describes the entire time that an employee spends at yourcompany—fromthe hiring process to offboarding. It includes all stages and employee experiences, fromcompleting the initial job application to participating in the final exit interview. Theemployee journey is also sometimes called the employee lifecycle.

Along the journey, there are key moments and memorable experiences that can have a lastingimpact on employees’ opinions of their workplace. You can likely remember theexcitement ofyour first day at work—but you may not remember the second or third day. Pinpointingtheseimportant moments helps you build a strong foundation for a positive employee experience.

Examining the employee journey from the perspective of both the employee and the employer canprovide valuable insights:

Employee perspective:

The early stages of employment can set the tone for the employee experience. Employees mayremember that they felt welcome during their first week or that their manager took them tolunch on the first day. They’ll also remember negative experiences—for example,if it took aweek to get their laptop or access to their email.

What is one example of a moment that matters within an employee journey?

Some of the most memorable experiences may be major events with long-term career impact, orthey may be personal touches like a surprise party at work or the company’s supportfor acause that’s important to them. Some noteworthy career touchpoints include the firstjobinterview, first performance review, department changes, team events, promotions and exitinterviews.

Employer perspective:

Many of the moments that matter to employees are important to employers, too. For example, ifa new employee doesn’t have a positive early experience, they are more likely to leavewithin the first year. Since memorable moments can significantly influence employeeperformance and employee engagement,you should identify them and then measure and monitor them closely.

What Is an Employee Experience Journey Map?

As the old saying goes, an ounce of prevention is worth a pound of cure. To help improve youremployee experience, don’t wait until there are issues. Instead, be proactive with anemployee experience journey map. What is employee journey mapping? Employee journey mappingis a way to track the key stages and experiences in the employee journey. Create achronological chart to visually capture and examine each step of the employee experience.Discuss the different stages and look for strengths and weaknesses of each.

The concept is derived from customer journey mapping, a method that companies use to outlineand visualize the customer experience. Marketing and operations teams use this technique toenhance the customer experience.

In the same way, HR teams and business leaders can use employee experience journey mapping tooptimize the employee experience. How do you map employee experience? Like with customerexperience mapping, HR teams develop personas that represent different segments of theworkforce and then focus on optimizing the experience for each persona.

Employee Journey Map

Persona: Sandra Smith, Sales Department

EMPLOYEE JOURNEY STAGERECRUIT & HIREONBOARDENGAGEDEVELOPPROGRESSDEPART
EMPLOYEE GOALS & EXPECTATIONS
  • Goals to be hired
  • Expect timely communications
  • Warm introduction to the team
  • Sign on to benefits plan
  • Learn company policies
  • Clear and timely role expectations and sales goals
  • Opportunities for training and upskill
  • Identify a mentor
  • Seeking advancement and promotion opportunities
  • Leave on good terms
PROCESS
  • Submit request to Applicant Tracking System
  • No response for weeks
  • Finally spoke with friendly recruiter
  • Benefits overview
  • Role expectations with Direct Manager
  • Lunch with team
  • HR Performance management tool
  • Monthly meetings on sales goals and performance
  • Direct manager recommends sales leadership training to HR
  • HR coordinates external training and finds internal mentor
  • Applies for a promotion
  • Accepts
  • Moves to a new department
  • Provide notice to direct manager
  • Exit interview
TOUCHPOINTS
  • ATS
  • Recruiting Firm
  • Interviews
  • LinkedIn
  • Team introduction
  • Meet with HR
  • HRIS Benefits
  • Direct Manager
  • HR
  • HRIS system
  • HR
  • Outside training service
  • Mentor
  • Direct Manager
  • HR
  • New department
  • Direct Manager
  • HR
  • HRIS System
EMPLOYEE EXPERIENCE/FEELINGS
  • Frustrated with lack of communication
  • Happy to schedule an interview
  • Friendly team
  • Happy with the warm welcome from the team
  • Not satisfied with the benefits enrollment
  • Initially satisfied but currently disappointed
PROBLEMS
  • Need to improve communication with candidate
  • Several challenges with benefits enrollment
  • Inconsistent performance reviews and feedback
SOLUTIONS & ACTION ITEMS
  • HR to reduce communication lag
  • HR to work with IT on ATS
  • HR to speak with benefits providers to solve enrollment glitches
  • HR to speak with direct manager
  • Implement reminder in Performance Management tool

Free Employee Experience Journey Map Template

Download this free template to start applying the principles of employerexperience journey mapping within your organization.(opensin newtab)

Why Is an Employee Experience Journey Map Important?

In a recent poll, more than half of employees(opens innew tab) said that they’re notengaged with their work, and 13% said they’re actively disengaged—which meansthey’re havingmiserable work experiences and spreading their unhappiness to their colleagues. Awell-designed journey map can help you find areas that need improvement and boost theemployee experience. Why is employee experience so important? Because a positive experiencecan increase engagement and lead to higher retention rates, greater productivity, lowerrecruiting costs and better customer service.

Your employee journey map can provide a unique way to depict your company’s goals,values,and processes. The best employee experiencesbring the company’s values to life and help build a strong culture. A distinctiveculturecan help a company attract talent that will fit in and thrive within its work environment.

For example, if a company prides itself on automation and technology, then the workplaceshould use the latest tech for innovative and efficient business processes. This will helpemployees better relate to customers and strengthen the company’s brand and reputationinthe marketplace.

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5 Steps to Create an Employee Experience Journey Map

You can map the entire employee experience journey or focus on a specific troublesomesection. For example, if high turnover is a problem in the first year, you may want to startby mapping the first few stages of the journey.

Here are five steps to build your employee experience journey map:

  1. Start with research. Conduct employee experience research. You mayalready have some quantitative workforce data such as turnover rates, tenure statisticsand exit interview details, which can provide a starting point. Next, interviewemployees to gather information on needs, goals, expectations, problems, andperspectives. Talk to employees from across the business, at different organizationallevels and with varying levels of tenure.
  2. Develop employee personas. Segment your workforce into employeepersonas, which are fictional representations of a segment of your workforce. Not allemployees have the same experiences or expectations. For example, sales reps will havedifferent needs and goals than IT staff, and an entry level candidate will havedifferent expectations than a VP. Once you’ve identified these segments, develop aconcise profile of each persona, and include their goals, expectations, challenges andmeasures of success.
  3. Identify stages/moments that matter to each persona. Define the variousemployment stages at your organization and outline desired outcomes for the employee ateach stage. Some examples of areas to include are recruiting, hiring, onboarding,compensation and benefits, ongoing engagement, volunteer opportunities, learning anddevelopment, performance management,advancement, rewards and leaving the company.
  4. Create a map or storyboard. Visualize the journey from theemployees’point of view. Include the insight you’ve gained from measures like turnover,employeesurveys, exit interviews and other discussions about goals and expectations. Outline thecompany processes and touchpoints for each stage and include any problem areas, such asinefficient onboarding, unhelpful performance review processes or a lack of careerprogress possibilities. Examine the transitions between stages and look for points inthe journey where an employee might feel lost or disengaged.
  5. Take action. Smooth out the bumps in the road along theemployee’sjourney. For example, are there too many steps to the onboarding process? Areperformance reviews timely and frequent enough? Add possible solutions like a formalizedonboarding process and training for management on how to conduct effective performancereviews. Other solutions might include offering career development programs or boostinginternal communications efforts to keep employees abreast of business decisions anddevelopments to the employee experience journey map.

Measuring the Employee Experience Journey

Ask employees how they feel about the employee experience. Conduct employee engagementsurveys or simply send emails to gauge employee sentiments, especially during moments thatmatter. For example, you may want to check on new staff members after their first few weeksto see how they are feeling about their new position.

As you collect more quantitative data, you can compare how the employee experience correlateswith employee experiencekey performance indicators (KPIs) such as offer acceptance rates, productivity,engagement, absences and turnover. And implement changes based on the data and feedback youreceive.

How Software can Improve the Employee Experience

By using human capital management (HCM) software, companies can automate and manage theemployee lifecycle to create a more engaging employee experience. For example, one of the benefits of HCM software is that itgives workers quick and easy self-service access to benefits and compensation information,as well as their employee profile. A simple interface helps employees with daily tasks likerequesting time off and accessing an employee directory. Employee timelines help your teamtrack details like compensation and training.

HCMsoftware can provide insight for finance teams and managers. For example, is adownturn in sales related to vacant sales positions? And it reduces manual andlabor-intensive processes such as creating job requisitions and onboarding processes.Additionally, robust HCM software can connect with other key areas of the business, such aspayroll and budgeting processes, which can assist with decisions about hiring andpromotions.

HCM software can also help you more easily stay on top of new and leading practices, as wellas track KPIs, such as the time it takes to train new employees, productivity, and turnoverrates.

Investing time in employee journey mapping can help your company offer an improved employeeexperience. As the experience improves, employees feel more engaged at work. Processesbecome more efficient, and employees can become more productive. These efforts can all beboosted with software that supports the employee experience and providesthe tools you need to map the employee journey, find pain points and implement the changesto fix them.

How to: Employee Experience Journey Mapping (2024)
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