The Employee Journey: the Foundation of Employee Experience Design

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Twitter: @RustyLindquist
LinkedIn: …/in/rustylindquist
Rusty Lindquist
VP, Thought Leadership
BambooHR

The Commoditization
of Innovation

Innovation:
The keystone
of differentiation

Competitive Abundance
GLOBALIZATION
has shrunk the world
TECHNOLOGY
has leveled the playing field
LOW ENTRY BARRIER
has increased startups

Differentiation decay

Value Entropy
TIME
PERCEIVED VALUE
of INNOVATION
Remarkable
Expected
L
H
Expected

Focus on Who You Are
PEOPLE
Relentlessly attracting, inspiring,
and empowering great people.
CULTURE
Creating a great place to work,
so great work can take place.

Ram Charan
Best-selling Author, Business Advisor

Top CEO “Critical Issues”
HUMAN CAPITAL
the last three years in a row

TIME TALENT ENERGY
Time, Talent, Energy:
Overcome Organizational Drag and
Unleash Your Team’s Productive Power
Harvard Business Review Press

TIME TALENT
ENERGY

PERFORMANCE/ENERGY
TIME / MATURITY
Trigger
Peak of Inflated Expectations
Trough of Disillusionment
Slope of Enlightenment
Plateau of Productivity
Gartner Hype Cycle

TIME
EMPLOYEE
ENGAGEMENT
Date of Hire
Peak of inflated expectations
Trough of disillusionment
Slope of enlightenment
Plateau of
productivity
Employee Journey

TIME
EMPLOYEE
ENGAGEMENT
Date of Hire
Peak of inflated expectations
Trough of disillusionment
Slope of enlightenment
Plateau of
productivity
Slope of
Disengagement
Slope of
Re-engagement
Trough of disengagement
Employee Journey

Employee Journey

Moments of Peak Engagement
At-Risk
Employee Exit Points
Employee Journey

TreatmentOnboarding
Engagement
Diagnostics
Treatment
Engagement
Diagnostics
Employee Journey

Life’s Journey

Life’s Journey
The day you were born
The day you find out why
Ultimate
Individual
“Why”

Life’s Journey
Ultimate
Individual
“Why”
The day you were born
The day you find out why
Your organization
e
Your employee
The Orbit of Employee Engagement

Orbit of Employee Engagement
Moment
of Peak
Engagement
(Flow)
Departure / Disengagement
Triggers
Your
Company
e

Your
Company
Departure / Disengagement
Triggers
Maximum
Risk of
Departure
Decision to
Re-engage
Re-Entry
Emotional Refueling
Journey of Re-engagement
Moment
of Peak
Engagement
(Flow)
Journey of Disengagement
Optimal
Employee
Orbit (Circular)
Disengagement
Diagnostics
Intervention
Opportunities
Maximum
Emotional
Sensitivity
Lowest
Gravitational Pulle
Organizational Waste
20% Productive Power
Emotional Distancing
Escape
Velocity

bamboohr.com bizlibrary.comJourney of Re-engagement
Journey of Disengagement
ee

It’s all about engagement

Whatyou need
togetworkdone
Getting
workdone
Whatyou get
fromwork
Factors that
fuelwork

This is about both knowing where you’re
going and caring about it. It’s having a clear
destination, a higher cause, or a purpose.
Objective WHAT YOU NEED TO GET WORK DONE
INPUTS:

Doing work that fits. Being tasked
with work we love, are good at, and
can succeed at.
Alignment WHAT YOU NEED TO GET WORK DONE
Competency
Opportunity Passion
The sweet spot
INPUTS:

Knowing what to do next, or just
knowing how to move forward.
Plan WHAT YOU NEED TO GET WORK DONE
INPUTS:

Having what you need to move
forward, no roadblocks.
Space WHAT YOU NEED TO GET WORK DONE
Autonomy
Ownership
Permission
Trust
Empowerment
Influence
Tools
Time
Point me in the right direction,
then get out of my way.
INPUTS:

Having impact. Getting things done
and feeling like you’re making a
difference.
Contribution GETTING WORK DONE
ACTION:

Being able to measure progress,
impact, and be accountable.
Score GETTING WORK DONE
ACTION:

Having a sense of motion, of moving
forward, making progress.
Momentum GETTING WORK DONE
People in motion
tend to stay in motion,
people at rest
tend to stay at rest.
ACTION:

Feeling like you have skin in the
game, or something to lose.
Investment GETTING WORK DONE
Loss Aversion
ACTION:

Feeling like you’re gaining mastery, or
progressing personally or professionally.
Growth WHAT YOU GET FROM WORK
OUTPUT:

Finding meaning, fulfillment, and a sense
of purpose in what you do.
Meaning WHAT YOU GET FROM WORK
OUTPUT:

Feeling appreciated, valued, and rewarded
for your work. Total Rewards.
Value WHAT YOU GET FROM WORK
OUTPUT:
Rewards Recognition
Compensation

Knowing who you are, what you’re capable
of, and believing in yourself.
Identity WHAT YOU GET FROM WORK
OUTPUT:
Functional Fixedness

OUTPUT:
Beliefs
Results Behaviors

OUTPUT:
The two most important
days in your life are the
day you are born, and
the day you find out why.
Mark Twain

Having a guide, a mentor, someone who
believes in us, sees our value, challenges us,
and shows us the way.
Leadership FACTORS THAT FUEL WORK
INFLUENCERS:

Having connection and camaraderie and
relationships, doing things with people you
care about.
Relationships FACTORS THAT FUEL WORK
INFLUENCERS:

This is about having surroundings that
support and enable our effort. Culture,
environmental cues, and a supportive
ecosystem.
Environment FACTORS THAT FUEL WORK
INFLUENCERS:

This is about having surroundings that support
and enable our effort. Culture, environmental
cues, and a supportive ecosystem.
Environment FACTORS THAT FUEL WORK
INFLUENCERS:

Finding restoration and renewal through
balance and moderation.
Renewal FACTORS THAT FUEL WORK
INFLUENCERS:

Employee Lifetime Value
eLTV
Reducing
Time-To-Value
Increasing
Time-In-Value
Increasing
Time-In-Role++

Alignment (Competency): Do you feel like you are able to
accomplish what you are being asked to do?
Do you feel like your job is helping you to grow and progress in
some important way?
Alignment (Passion): Do you feel like you enjoy doing it?
Plan: Is it clear what your next step is, and the one after that?
Space: Do you have what you need to get your work done?
Contribution: Do you feel like you're getting work done, and that
the work you do matters?
Score: Do you have a sense of whether or not you are winning or
losing?
Momentum: Does it feel like you're making progress and moving
forward?
Do you feel a sense of personal investment in your role?
Objective (Personal): do you have something that you were
ultimately working toward right now?
Objective (Organizational): is it clear what value our organization is
ultimately trying to provide?
Do you feel a sense of purpose in the work you do every day?
Do you feel the work you do is valued and recognized?
Identity: Do you feel like the company's mission aligns to something you
care about?
Leadership: Do you have immediate access to someone who understands
what you do, helps you when you get stuck, challenges you to be better, and
mentors you on your way?
Are there people at work that you care about personally?
Do you feel like our culture is one that helps you be your best self?
Do you feel you have a healthy work/life balance right now?
Disengagement Diagnostic 0 101 2 3 4 5 6 7 8 9

Emotional Capital
is the most important
capital in our organizations.

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Questions?
Rusty Lindquist
VP Product Marketing
BambooHR
Twitter: @RustyLindquist
LinkedIn: …/in/rustylindquist

The Employee Journey: the Foundation of Employee Experience Design

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