Organizational Employee Experience
The Problem.
Given the volume of employees, the organization wanted to better understand the pain points and bright spots of their employees’ experience enterprise-wide.
The Process.
I led a five-person team interviewing a diverse set of hundreds of employees across several variables such as workplace size and type, level, function, hours worked, and job. While these interviews were originally going to be conducted in person, we had to quickly pivot to hosting all conversations virtually given the onset of the 2020 pandemic, resulting in quick shifts in interview activities originally designed for in-person hosting. We employed an ongoing synthesis practice to keep up with the massive amount of data coming in from the vast number of interviews, using Excel and MURAL to streamline our process. Our team then created the organization’s first-ever employee experience journey map that highlighted key moments that matter to employees from recruitment to retirement.
The Solution.
Following this initial study of the end-to-end experience of employees, the organization set out on individual “deep dives” to better understand specific moments highlighted in the journey map, crafting and launching solutions to address pain points.
