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Oracle . Employee Experience Journey Mapping
Employee Experience Journey Mapping Workshop
Oracle . Employee Experience Journey Mapping
Employee Experience
The sum of all experiences an employee has with an
organi...
Oracle . Employee Experience Journey Mapping
The Employee Journey
Decide Grow
Contribute
Apply Find Join Learn
1
2
3
4
5
6...
Oracle . Employee Experience Journey Mapping
{ Goals }
Learn a hands-on approach to identify the “Four I’s”:
 Insights – ...
Oracle . Employee Experience Journey Mapping http://dschool.stanford.edu/student/doug-dietz/
Great Engineer
Oracle . Employee Experience Journey Mapping
Great Product
The new GE Optima MR360
is well suited for a wide range
of MR s...
Oracle . Employee Experience Journey Mapping
Sofia
Age 6½
Oracle . Employee Experience Journey Mapping
{ The Experience }
Journey Mapping the Patient Experience
Oracle . Employee Experience Journey Mapping
Select a specific customer
persona to map
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Behaviors
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
EVALUATE & FRAME
Re-examine issue / opportunity based on deep customer unders...
Oracle . Employee Experience Journey Mapping
EVALUATE & FRAME
Re-examine issue / opportunity based on deep customer unders...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
The new GE Optima MR360
is well suited for a wide range
of MR scanning needs ...
Oracle . Employee Experience Journey Mapping
Great Experience
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
GOES TO
INITIAL
DOCTOR
RIDES TO
HOSPIT’L
CHECKS
IN
WALKS
TO MRI
ROOM
SEES MRI...
Oracle . Employee Experience Journey Mapping
Results
experiences
influence
Attitudes drive Behaviors deliver
Oracle . Employee Experience Journey Mapping http://icsa.on.ca/what-is-a-customer-journey-map-and-how-do-you-extract-value...
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
@jkembel
Oracle . Employee Experience Journey Mapping
Diana Early thirties, living in London, In a stable relationship, no Children...
Oracle . Employee Experience Journey Mapping
Been in DSS for 5 years, very successful leading complex deals.
Her former ma...
Oracle . Employee Experience Journey Mapping
{ Part 1 }
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
{ Part 2 }
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
{ Part 3 }
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
Journey Mapping Activity
Your turn…
Oracle . Employee Experience Journey Mapping
EX Journey Mapping Process
Create Initial Map Evaluate Explore
Design New
Exp...
Oracle . Employee Experience Journey Mapping
EX Journey Mapping Process
Create Initial Map Evaluate Explore
Design New
Exp...
Oracle . Employee Experience Journey Mapping
EX Journey Mapping Process
Create Initial Map Evaluate Explore
Design New
Exp...
Oracle . Employee Experience Journey Mapping
EX Journey Mapping Process
Create Initial Map Evaluate Explore
Design New
Exp...
Oracle . Employee Experience Journey Mapping
COLLEAGUES
ONBOARDING
What: people & things employee comes into direct contac...
Oracle . Employee Experience Journey Mapping
EX Journey Mapping Process
Create Initial Map Evaluate Explore
Design New
Exp...
Oracle . Employee Experience Journey Mapping
experiences
influence
resultsattitudes drive behaviors deliver
Oracle . Employee Experience Journey Mapping
What: what the employee is thinking during each moment in their own words
Why...
Oracle . Employee Experience Journey Mapping
EX Journey Mapping Process
Create Initial Map Evaluate Explore
Design New
Exp...
Oracle . Employee Experience Journey Mapping
What: supporting people & things employee doesn’t interact with along the jou...
Oracle . Employee Experience Journey Mapping
Oracle . Employee Experience Journey Mapping
EX Journey Mapping Process
Create Initial Map Evaluate Explore
Design New
Exp...
Oracle . Employee Experience Journey Mapping
EVALUATE Attitudes
What: rate positive (green) and negative (red) attitudes
W...
Oracle . Employee Experience Journey Mapping
EX Journey Mapping Process
Create Initial Map Evaluate Explore
Design New
Exp...
Oracle . Employee Experience Journey Mapping
Wow
Prioritize Focus
Moments that Matter
Wow
Wow
Wow
Wow
Wow
Wow
Wow
Boom!
Bo...
Oracle . Employee Experience Journey Mapping
Wow
Prioritize Focus
Moments that Matter
Wow
Wow
Wow
Wow
Wow
Wow
Wow
Boom!
Bo...
Oracle . Employee Experience Journey Mapping
Wow
Prioritize Focus
Moments that Matter
Wow
Wow
Wow
Wow
Wow
Wow
Wow
Boom!
Bo...
Oracle . Employee Experience Journey Mapping
Wow
Prioritize Focus
Moments that Matter
Wow
Wow
Wow
Wow
Wow
Wow
Wow
Boom!
Bo...
Oracle . Employee Experience Journey Mapping
Wow
Prioritize Focus
Moments that Matter
Wow
Wow
Wow
Wow
Wow
Wow
Wow
Boom!
Bo...
Oracle . Employee Experience Journey Mapping
Wow
Prioritize Focus
Moments that Matter
Wow
Wow
Wow
Wow
Wow
Wow
Wow
Boom!
Bo...
Oracle . Employee Experience Journey Mapping
Wow
Prioritize Focus
Moments that Matter
Wow
Wow
Wow
Wow
Wow
Wow
Wow
Boom!
Bo...
Oracle . Employee Experience Journey Mapping
Wow
Prioritize Focus
Moments that Matter
Wow
Wow
Wow
Wow
Wow
Wow
Wow
Boom!
Bo...
Oracle . Employee Experience Journey Mapping
Wow
Prioritize Focus
Moments that Matter
Wow
Wow
Wow
Wow
Wow
Wow
Wow
Boom!
Bo...
Oracle . Employee Experience Journey Mapping
Wow
Prioritize Focus
Moments that Matter
Wow
Wow
Wow
Wow
Wow
Wow
Wow
Boom!
Bo...
Oracle . Employee Experience Journey Mapping
Wow
Prioritize Focus
Moments that Matter
Wow
Wow
Wow
Wow
Wow
Wow
Wow
Boom!
Bo...
Oracle . Employee Experience Journey Mapping
EX Journey Mapping Process
Create Initial Map Evaluate Explore
Design New
Exp...
Oracle . Employee Experience Journey Mapping
TOP TALENT
RETENTION
Determine Impact
What: choose KPIs that could be influen...
Oracle . Employee Experience Journey Mapping
EX Journey Mapping Process
Create Initial Map Evaluate Explore
Design New
Exp...
Oracle . Employee Experience Journey Mapping
@jkembel
Oracle . Employee Experience Journey Mapping
EX Journey Mapping Process
Create Initial Map Evaluate Explore
Design New
Exp...
Oracle . Employee Experience Journey Mapping
Maslow’s Hierarchy of Needs
Physiological
Safety
Social
Oracle . Employee Experience Journey Mapping
Maslow’s Hierarchy of Needs
Physiological
Safety
Social
Functional
Needs
Oracle . Employee Experience Journey Mapping
Maslow’s Hierarchy of Needs
Physiological
Safety
Social
Esteem
Cognitive
Aest...
Oracle . Employee Experience Journey Mapping
Maslow’s Hierarchy of Needs
Physiological
Safety
Social
Esteem
Cognitive
Aest...
Oracle . Employee Experience Journey Mapping
Getting to Emotional Needs
Cotton Canvas Tote
I need important things
close t...
Oracle . Employee Experience Journey Mapping
What: needs at the moment that matters and emotional relevance
Why: solving f...
Oracle . Employee Experience Journey Mapping
What: needs at the moment that matters and emotional relevance
Why: solving f...
Oracle . Employee Experience Journey Mapping
What: needs at the moment that matters and emotional relevance
Why: solving f...
Oracle . Employee Experience Journey Mapping
What: select Employee’s needs at this moment
Why: identifies needs worth fulf...
Oracle . Employee Experience Journey Mapping
What: select Employee’s needs at this moment
Why: identifies needs worth fulf...
Oracle . Employee Experience Journey Mapping
EX Journey Mapping Process
Create Initial Map Evaluate Explore
Design New
Exp...
Oracle . Employee Experience Journey Mapping
What: uncover the intended role & processes of the people & things
Why: descr...
Oracle . Employee Experience Journey Mapping
What: uncover the intended role & processes of the people & things
Why: descr...
Oracle . Employee Experience Journey Mapping
Evaluate Roles & Processes
What: were roles / processes performed properly to...
Oracle . Employee Experience Journey Mapping
@jkembel
Oracle . Employee Experience Journey Mapping
EX Journey Mapping Process
Create Initial Map Evaluate Explore
Design New
Exp...
Oracle . Employee Experience Journey Mapping
What: Determine what are the attitudes and behaviors needed to drive the
desi...
Oracle . Employee Experience Journey Mapping
EX Journey Mapping Process
Create Initial Map Evaluate Explore
Design New
Exp...
Oracle . Employee Experience Journey Mapping
EX Strategy Canvas
What: summarizes & frames
the “Four Eyes” of the issue
or ...
Oracle . Employee Experience Journey Mapping
EX Strategy Canvas
What: summarizes & frames
the “Four Eyes” of the issue
or ...
Oracle . Employee Experience Journey Mapping
EX Strategy Canvas
What: summarizes & frames
the “Four Eyes” of the issue
or ...
Oracle . Employee Experience Journey Mapping
EX Strategy Canvas
What: summarizes & frames
the “Four Eyes” of the issue
or ...
Oracle . Employee Experience Journey Mapping
EX Strategy Canvas
What: summarizes & frames
the “Four Eyes” of the issue
or ...
Oracle . Employee Experience Journey Mapping
EX Strategy Canvas
What: summarizes & frames
the “Four Eyes” of the issue
or ...
Oracle . Employee Experience Journey Mapping
EX Strategy Canvas
What: summarizes & frames
the “Four Eyes” of the issue
or ...
Oracle . Employee Experience Journey Mapping
EX Journey Mapping Process
Create Initial Map Evaluate Explore
Design New
Exp...
Oracle . Employee Experience Journey Mapping
What: brainstorm new experiences to meet Employee needs, considering
current ...
Oracle . Employee Experience Journey Mapping
@jkembel
Oracle . Employee Experience Journey Mapping
EX Journey Mapping Process
Create Initial Map Evaluate Explore
Design New
Exp...
Oracle . Employee Experience Journey Mapping
DSS, Successful local player in Medical
imagery sector. Seeking international...
Oracle . Employee Experience Journey Mapping
Reality Check
What: consider if the innovations meet the “desirable, feasible...
Oracle . Employee Experience Journey Mapping
What: select one idea (or several related ideas) to prototype and test
Why: t...
Oracle . Employee Experience Journey Mapping
What: select one idea (or several related ideas) to prototype and test
Why: t...
Oracle . Employee Experience Journey Mapping
EX Journey Mapping Process
Create Initial Map Evaluate Explore
Design New
Exp...
Oracle . Employee Experience Journey Mapping
WE BELIEVE
{description of the new experience }
WILL SOLVE
{Employee needs & ...
Oracle . Employee Experience Journey Mapping
WE BELIEVE
{description of the new experience }
WILL SOLVE
{Employee needs & ...
Oracle . Employee Experience Journey Mapping
WE BELIEVE
{description of the new experience }
WILL SOLVE
{Employee needs & ...
Oracle . Employee Experience Journey Mapping
WE BELIEVE
{description of the new experience }
WILL SOLVE
{Employee needs & ...
Oracle . Employee Experience Journey Mapping
WE BELIEVE
{description of the new experience }
WILL SOLVE
{Employee needs & ...
Oracle . Employee Experience Journey Mapping
EXJM for a new people centric HR approach
Understand & Empathize
Educate & Al...
Oracle . Employee Experience Journey Mapping
* sorry, Home Depot, it’s a good slogan
You can do it. We can help.*
Oracle . Employee Experience Journey Mapping
Understand
& Empathize
Educate
&
Align
Identify
&
Innovate
Test & Pilot
Valid...
Oracle . Employee Experience Journey Mapping
I LIKE
_______
HOW TO
_______
Workshop Retrospective
Oracle . Employee Experience Journey Mapping
DESIGNINGCX.COM
Oracle . Employee Experience Journey Mapping
@jkembel
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Employee Experience Journey Mapping workshop slides

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EXJM is a people-centric discovery process that helps organizations rapidly frame their employee experience challenges and formulate innovative solutions. The objective is to deliver better employee and candidate experiences to improve engagement, productivity, performance and competitiveness.

Publié dans : Recrutement & RH

Employee Experience Journey Mapping workshop slides

  1. 1. Oracle . Employee Experience Journey Mapping Employee Experience Journey Mapping Workshop
  2. 2. Oracle . Employee Experience Journey Mapping Employee Experience The sum of all experiences an employee has with an organization http://en.wikipedia.org/wiki/Customer_experience
  3. 3. Oracle . Employee Experience Journey Mapping The Employee Journey Decide Grow Contribute Apply Find Join Learn 1 2 3 4 5 6 7 8 Evaluate Candidate Employee Perform & DevelopSeek & Explore
  4. 4. Oracle . Employee Experience Journey Mapping { Goals } Learn a hands-on approach to identify the “Four I’s”:  Insights – clear understanding of employee needs and emotions  Impact – clear focus on the resulting business impact  Issues/Opportunities – what’s getting in the way, or could be improved, in order to meet employee needs  Innovate – design solutions that deliver both employee and organizational value EX Journey Mapping
  5. 5. Oracle . Employee Experience Journey Mapping http://dschool.stanford.edu/student/doug-dietz/ Great Engineer
  6. 6. Oracle . Employee Experience Journey Mapping Great Product The new GE Optima MR360 is well suited for a wide range of MR scanning needs – with the ease of operation to help make a clinician’s staff more productive. For streamlining routine scans, the Optima MR360 incorporates an express exam approach to MR. It includes many intuitive and automated functions that help increase patient comfort, operator confidence, image consistency, and professional satisfaction of MR staff.
  7. 7. Oracle . Employee Experience Journey Mapping Sofia Age 6½
  8. 8. Oracle . Employee Experience Journey Mapping { The Experience } Journey Mapping the Patient Experience
  9. 9. Oracle . Employee Experience Journey Mapping Select a specific customer persona to map
  10. 10. Oracle . Employee Experience Journey Mapping
  11. 11. Oracle . Employee Experience Journey Mapping Behaviors
  12. 12. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ………
  13. 13. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… PEOPLE THINGS ONSTAGE EXPERIENCE
  14. 14. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS NURSE TISSUES
  15. 15. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… ATTITUDES DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS NURSE TISSUES
  16. 16. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS NURSE TISSUES
  17. 17. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL PEOPLE THINGS BACKSTAGE SUPPORT DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS NURSE TISSUES
  18. 18. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG PATIENT SAFETY TEAM IMAGING TECH STAFF PAGING SYSTEM PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM DRUG ROOM DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS NURSE TISSUES
  19. 19. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG PATIENT SAFETY TEAM IMAGING TECH STAFF PAGING SYSTEM PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM DRUG ROOM NURSE TISSUES
  20. 20. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG PATIENT SAFETY TEAM IMAGING TECH STAFF PAGING SYSTEM PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM DRUG ROOM NURSE TISSUES
  21. 21. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG PATIENT SAFETY TEAM IMAGING TECH STAFF PAGING SYSTEM PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM DRUG ROOM NURSE TISSUES
  22. 22. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG PATIENT SAFETY TEAM IMAGING TECH STAFF PAGING SYSTEM PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM DRUG ROOM NURSE TISSUES IMPACT
  23. 23. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG PATIENT SAFETY TEAM IMAGING TECH STAFF PAGING SYSTEM PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM DRUG ROOM NURSE TISSUES IMPACT MORE STAFF COST OF DRUGS IMAGING TIME SIDE EFFECTS EVALUATE & PRIORITIZE Identify moments that matter for the customer and the organization
  24. 24. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG PATIENT SAFETY TEAM IMAGING TECH STAFF PAGING SYSTEM PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM DRUG ROOM TISSUES NURSE EXPLORE CUSTOMER NEEDS Gain deeper understanding of functional and emotional needs
  25. 25. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG PATIENT SAFETY TEAM IMAGING TECH STAFF PAGING SYSTEM PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM DRUG ROOM TISSUES NURSE NEEDS EXPLORE CUSTOMER NEEDS Gain deeper understanding of functional and emotional needs
  26. 26. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG PATIENT SAFETY TEAM IMAGING TECH STAFF PAGING SYSTEM PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM DRUG ROOM TISSUES NURSE FEEL SAFE HAVE SCAN NEEDS EXPLORE CUSTOMER NEEDS Gain deeper understanding of functional and emotional needs
  27. 27. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG PATIENT SAFETY TEAM IMAGING TECH STAFF PAGING SYSTEM PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM DRUG ROOM TISSUES NURSE FEEL SAFE HAVE SCAN NEEDS EXPLORE CUSTOMER NEEDS Gain deeper understanding of functional and emotional needs
  28. 28. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG PATIENT SAFETY TEAM IMAGING TECH STAFF PAGING SYSTEM PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM DRUG ROOM NURSE FEEL SAFE HAVE SCAN TISSUES
  29. 29. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG PATIENT SAFETY TEAM IMAGING TECH STAFF PAGING SYSTEM PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM DRUG ROOM NURSE FEEL SAFE HAVE SCAN TISSUES Roles & Processes
  30. 30. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG PATIENT SAFETY TEAM IMAGING TECH STAFF PAGING SYSTEM PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM DRUG ROOM NURSE FEEL SAFE HAVE SCAN TISSUES Roles & Processes
  31. 31. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG PATIENT SAFETY TEAM IMAGING TECH STAFF PAGING SYSTEM PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM DRUG ROOM NURSE FEEL SAFE HAVE SCAN TISSUES POSITION PATIENT TAKE IMAGE DEVELOP IMAGERoles & Processes
  32. 32. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG PATIENT SAFETY TEAM IMAGING TECH STAFF PAGING SYSTEM PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM DRUG ROOM NURSE FEEL SAFE HAVE SCAN TISSUES POSITION PATIENT TAKE IMAGE DEVELOP IMAGERoles & Processes EVALUATE & FRAME Examine existing capabilities to determine issues / opportunities
  33. 33. Oracle . Employee Experience Journey Mapping EVALUATE & FRAME Re-examine issue / opportunity based on deep customer understanding
  34. 34. Oracle . Employee Experience Journey Mapping EVALUATE & FRAME Re-examine issue / opportunity based on deep customer understanding
  35. 35. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG PATIENT SAFETY TEAM IMAGING TECH STAFF PAGING SYSTEM PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM DRUG ROOM DESIGN NEW EXPERIENCES Innovate to influence attitudes and change behaviors TISSUES NURSE FEEL SAFE
  36. 36. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES & RESISTS SEES DOCTOR ENTER GETS DRUGGED GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM DOCTOR ANESTH. IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE NEEDLE & DRUGS AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MOM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG PATIENT SAFETY TEAM IMAGING TECH STAFF PAGING SYSTEM PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM DRUG ROOM DESIGN NEW EXPERIENCES Innovate to influence attitudes and change behaviors TISSUES NURSE FEEL SAFE IDEA: LET’S GO CAMPING
  37. 37. Oracle . Employee Experience Journey Mapping The new GE Optima MR360 is well suited for a wide range of MR scanning needs – with the ease of operation to help make a clinician’s staff more productive. For streamlining routine scans, the Optima MR360 incorporates an express exam approach to MR. It includes many intuitive and automated functions that help increase patient comfort, operator confidence, image consistency, and professional satisfaction of MR staff. Great Experience
  38. 38. Oracle . Employee Experience Journey Mapping Great Experience
  39. 39. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES& RESISTS SEES DOCTOR ENTER GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MUM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG IMAGING TECH PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM … TEST NEW EXPERIENCES New attitudes, new behaviours….different result NURSE
  40. 40. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE CRIES& RESISTS SEES DOCTOR ENTER GOES THROUGH MRI ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE AM I REALLY SICK? THAT LOOKS SCARY! WILL IT HURT ME?! MUM CAN’T HELP? NO! NO! PLEASE NO! I’M REALLY NERVOUS WISH I WAS AT SCHOOL TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG IMAGING TECH PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM IDEA: CAMP GUIDE … TEST NEW EXPERIENCES New attitudes, new behaviours….different result NURSE IDEA: CAMPING SITE IDEA: CAMP BACKPK
  41. 41. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG IMAGING TECH PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM IDEA: CAMP GUIDE WOW, A CAMP- FIRE! FEELS LIKE I’M CAMPING THIS ISN’T TOO BAD THIS PLACE IS NEAT! TODAY COULD BE FUN … TEST NEW EXPERIENCES New attitudes, new behaviours….different result NURSE IDEA: CAMPING SITE IDEA: CAMP BACKPK
  42. 42. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG IMAGING TECH PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM IDEA: CAMP GUIDE WOW, A CAMP- FIRE! FEELS LIKE I’M CAMPING THIS ISN’T TOO BAD THIS PLACE IS NEAT! TODAY COULD BE FUN LAYS DOWN IN MACHINE LISTENS TO FOREST SOUNDS … TEST NEW EXPERIENCES New attitudes, new behaviours….different result NURSE IDEA: CAMPING SITE IDEA: CAMP BACKPK
  43. 43. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG IMAGING TECH PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM IDEA: CAMP GUIDE WOW, A CAMP- FIRE! FEELS LIKE I’M CAMPING THIS ISN’T TOO BAD THIS PLACE IS NEAT! TODAY COULD BE FUN LAYS DOWN IN MACHINE LISTENS TO FOREST SOUNDS … TEST NEW EXPERIENCES New attitudes, new behaviours….different result NURSE HAS MRI SCAN IDEA: CAMPING SITE IDEA: CAMP BACKPK
  44. 44. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG IMAGING TECH PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM IDEA: CAMP GUIDE WOW, A CAMP- FIRE! FEELS LIKE I’M CAMPING THIS ISN’T TOO BAD THAT WASN’T SO BAD THIS PLACE IS NEAT! TODAY COULD BE FUN LAYS DOWN IN MACHINE LISTENS TO FOREST SOUNDS … TEST NEW EXPERIENCES New attitudes, new behaviours….different result NURSE HAS MRI SCAN IDEA: CAMPING SITE IDEA: CAMP BACKPK
  45. 45. Oracle . Employee Experience Journey Mapping GOES TO INITIAL DOCTOR RIDES TO HOSPIT’L CHECKS IN WALKS TO MRI ROOM SEES MRI MACHINE ……… DOCTOR MOM CHECKIN NURSE IMAGING TECH MOM IMAGING TECH MRI MACHINE DESK & COMPUT. CHARTCAR TAKE- HOME PACKET MRI MACHINE TECH. WRITER SYSTEM ADMIN. HOSPIT’L BLDG MGR DOUG IMAGING TECH PATIENT RECORD SYSTEM RESERV. SYSTEM IMAGING RECORD SYSTEM IDEA: CAMP GUIDE WOW, A CAMP- FIRE! FEELS LIKE I’M CAMPING THIS ISN’T TOO BAD THAT WASN’T SO BAD THIS PLACE IS NEAT! TODAY COULD BE FUN LAYS DOWN IN MACHINE LISTENS TO FOREST SOUNDS … TEST NEW EXPERIENCES New attitudes, new behaviours….different result NURSE HAS MRI SCAN IDEA: CAMPING SITE IDEA: CAMP BACKPK FEWER STAFF NO DRUGS IMAGING TIME ↓ ↓ SIDE EFFECTS
  46. 46. Oracle . Employee Experience Journey Mapping Results experiences influence Attitudes drive Behaviors deliver
  47. 47. Oracle . Employee Experience Journey Mapping http://icsa.on.ca/what-is-a-customer-journey-map-and-how-do-you-extract-value-from-it/ Employee Journey map …visually illustrates employees’ processes, needs, & perceptions throughout their interaction and relationship with an organization Understanding & diagnosing experiences Designing experiences (redesign existing, create new) Implementing (as blue prints) Communicating (orient, train)
  48. 48. Oracle . Employee Experience Journey Mapping
  49. 49. Oracle . Employee Experience Journey Mapping @jkembel
  50. 50. Oracle . Employee Experience Journey Mapping Diana Early thirties, living in London, In a stable relationship, no Children, Working for DSS (Medical Imagery sector) as a sales person, Seeking excitement and multicultural experiences, like to build relationships and passionate about foreign cultures Our Employee persona : Diana
  51. 51. Oracle . Employee Experience Journey Mapping Been in DSS for 5 years, very successful leading complex deals. Her former manager, with whom she got on extremely well got promoted one year ago, Was hoping to get the job, but a manager from another department was nominated. Was disappointed but accepted the decision as the new manager had more experience than her. Socializing outside the work with former manager and many other colleagues DSS, Successful local player in Medical imagery sector. Seeking international growth to achieve aggressive Business results. Facing turnover issues among key employees. 5 years Growth is DSS main objective Diana working for DSS
  52. 52. Oracle . Employee Experience Journey Mapping { Part 1 }
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  59. 59. Oracle . Employee Experience Journey Mapping
  60. 60. Oracle . Employee Experience Journey Mapping { Part 2 }
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  70. 70. Oracle . Employee Experience Journey Mapping { Part 3 }
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  79. 79. Oracle . Employee Experience Journey Mapping
  80. 80. Oracle . Employee Experience Journey Mapping Journey Mapping Activity Your turn…
  81. 81. Oracle . Employee Experience Journey Mapping EX Journey Mapping Process Create Initial Map Evaluate Explore Design New Experience Brainstorm Persona, Company Attributes, Key Trends Behavior Line On Stage Experience Back Stage Support Prioritize Focus “Moment that Matters” Determine Impact Evaluate Attitudes Readout “We focused here, because…” Clarify Needs & Drivers Examine Capabilities (Roles & Processes) Desired Transformation Build EX Design Canvas Brainstorm Innovation Redesign Experience Reality Check Build EX Hypothesis Attitudes & Emotions Useable effortless Meaningful emotional Useful functional Desirable Viable Feasibl e
  82. 82. Oracle . Employee Experience Journey Mapping EX Journey Mapping Process Create Initial Map Evaluate Explore Design New Experience Brainstorm Persona, Company Attributes, Key Trends Behavior Line On Stage Experience Back Stage Support Prioritize Focus “Moment that Matters” Determine Impact Evaluate Attitudes Readout “We focused here, because…” Clarify Needs & Drivers Examine Capabilities (Roles & Processes) Desired Transformation Build EX Design Canvas Brainstorm Innovation Redesign Experience Reality Check Build EX Hypothesis Attitudes & Emotions Useable effortless Meaningful emotional Useful functional Desirable Viable Feasibl e
  83. 83. Oracle . Employee Experience Journey Mapping EX Journey Mapping Process Create Initial Map Evaluate Explore Design New Experience Brainstorm Persona, Company Attributes, Key Trends Behavior Line On Stage Experience Back Stage Support Prioritize Focus “Moment that Matters” Determine Impact Evaluate Attitudes Readout “We focused here, because…” Clarify Needs & Drivers Examine Capabilities (Roles & Processes) Desired Transformation Build EX Design Canvas Brainstorm Innovation Redesign Experience Reality Check Build EX Hypothesis Attitudes & Emotions Useable effortless Meaningful emotional Useful functional Desirable Viable Feasibl e
  84. 84. Oracle . Employee Experience Journey Mapping EX Journey Mapping Process Create Initial Map Evaluate Explore Design New Experience Brainstorm Persona, Company Attributes, Key Trends Behavior Line On Stage Experience Back Stage Support Prioritize Focus “Moment that Matters” Determine Impact Evaluate Attitudes Readout “We focused here, because…” Clarify Needs & Drivers Examine Capabilities (Roles & Processes) Desired Transformation Build EX Design Canvas Brainstorm Innovation Redesign Experience Reality Check Build EX Hypothesis Attitudes & Emotions Useable effortless Meaningful emotional Useful functional Desirable Viable Feasibl e
  85. 85. Oracle . Employee Experience Journey Mapping COLLEAGUES ONBOARDING What: people & things employee comes into direct contact with along the journey Why: gain view of whom & what directly influences the experience Onstage Experience
  86. 86. Oracle . Employee Experience Journey Mapping EX Journey Mapping Process Create Initial Map Evaluate Explore Design New Experience Brainstorm Persona, Company Attributes, Key Trends Behavior Line On Stage Experience Back Stage Support Prioritize Focus “Moment that Matters” Determine Impact Evaluate Attitudes Readout “We focused here, because…” Clarify Needs & Drivers Examine Capabilities (Roles & Processes) Desired Transformation Build EX Design Canvas Brainstorm Innovation Redesign Experience Reality Check Build EX Hypothesis Attitudes & Emotions Useable effortless Meaningful emotional Useful functional Desirable Viable Feasibl e
  87. 87. Oracle . Employee Experience Journey Mapping experiences influence resultsattitudes drive behaviors deliver
  88. 88. Oracle . Employee Experience Journey Mapping What: what the employee is thinking during each moment in their own words Why: begin to understand met and unmet needs via their feelings & emotions Attitudes
  89. 89. Oracle . Employee Experience Journey Mapping EX Journey Mapping Process Create Initial Map Evaluate Explore Design New Experience Brainstorm Persona, Company Attributes, Key Trends Behavior Line On Stage Experience Back Stage Support Prioritize Focus “Moment that Matters” Determine Impact Evaluate Attitudes Readout “We focused here, because…” Clarify Needs & Drivers Examine Capabilities (Roles & Processes) Desired Transformation Build EX Design Canvas Brainstorm Innovation Redesign Experience Reality Check Build EX Hypothesis Attitudes & Emotions Useable effortless Meaningful emotional Useful functional Desirable Viable Feasibl e
  90. 90. Oracle . Employee Experience Journey Mapping What: supporting people & things employee doesn’t interact with along the journey Why: understand the ecosystem supporting the On Stage experience Backstage Support HR DSS TALENT SYSTEM RECRUITING SYSTEM PEOPLE DEVELOPMENT PROCESS
  91. 91. Oracle . Employee Experience Journey Mapping
  92. 92. Oracle . Employee Experience Journey Mapping EX Journey Mapping Process Create Initial Map Evaluate Explore Design New Experience Brainstorm Persona, Company Attributes, Key Trends Behavior Line On Stage Experience Back Stage Support Prioritize Focus “Moment that Matters” Determine Impact Evaluate Attitudes Readout “We focused here, because…” Clarify Needs & Drivers Examine Capabilities (Roles & Processes) Desired Transformation Build EX Design Canvas Brainstorm Innovation Redesign Experience Reality Check Build EX Hypothesis Attitudes & Emotions Useable effortless Meaningful emotional Useful functional Desirable Viable Feasibl e
  93. 93. Oracle . Employee Experience Journey Mapping EVALUATE Attitudes What: rate positive (green) and negative (red) attitudes Why: visually illustrates the emotional highs and lows during journey
  94. 94. Oracle . Employee Experience Journey Mapping EX Journey Mapping Process Create Initial Map Evaluate Explore Design New Experience Brainstorm Persona, Company Attributes, Key Trends Behavior Line On Stage Experience Back Stage Support Prioritize Focus “Moment that Matters” Determine Impact Evaluate Attitudes Readout “We focused here, because…” Clarify Needs & Drivers Examine Capabilities (Roles & Processes) Desired Transformation Build EX Design Canvas Brainstorm Innovation Redesign Experience Reality Check Build EX Hypothesis Attitudes & Emotions Useable effortless Meaningful emotional Useful functional Desirable Viable Feasibl e
  95. 95. Oracle . Employee Experience Journey Mapping Wow Prioritize Focus Moments that Matter Wow Wow Wow Wow Wow Wow Wow Boom! Boom!
  96. 96. Oracle . Employee Experience Journey Mapping Wow Prioritize Focus Moments that Matter Wow Wow Wow Wow Wow Wow Wow Boom! Boom!
  97. 97. Oracle . Employee Experience Journey Mapping Wow Prioritize Focus Moments that Matter Wow Wow Wow Wow Wow Wow Wow Boom! Boom!
  98. 98. Oracle . Employee Experience Journey Mapping Wow Prioritize Focus Moments that Matter Wow Wow Wow Wow Wow Wow Wow Boom! Boom!
  99. 99. Oracle . Employee Experience Journey Mapping Wow Prioritize Focus Moments that Matter Wow Wow Wow Wow Wow Wow Wow Boom! Boom!
  100. 100. Oracle . Employee Experience Journey Mapping Wow Prioritize Focus Moments that Matter Wow Wow Wow Wow Wow Wow Wow Boom! Boom!
  101. 101. Oracle . Employee Experience Journey Mapping Wow Prioritize Focus Moments that Matter Wow Wow Wow Wow Wow Wow Wow Boom! Boom!
  102. 102. Oracle . Employee Experience Journey Mapping Wow Prioritize Focus Moments that Matter Wow Wow Wow Wow Wow Wow Wow Boom! Boom!
  103. 103. Oracle . Employee Experience Journey Mapping Wow Prioritize Focus Moments that Matter Wow Wow Wow Wow Wow Wow Wow Boom! Boom!
  104. 104. Oracle . Employee Experience Journey Mapping Wow Prioritize Focus Moments that Matter Wow Wow Wow Wow Wow Wow Wow Boom! Boom!
  105. 105. Oracle . Employee Experience Journey Mapping Wow Prioritize Focus Moments that Matter Wow Wow Wow Wow Wow Wow Wow Boom! Boom!
  106. 106. Oracle . Employee Experience Journey Mapping EX Journey Mapping Process Create Initial Map Evaluate Explore Design New Experience Brainstorm Persona, Company Attributes, Key Trends Behavior Line On Stage Experience Back Stage Support Prioritize Focus “Moment that Matters” Determine Impact Evaluate Attitudes Readout “We focused here, because…” Clarify Needs & Drivers Examine Capabilities (Roles & Processes) Desired Transformation Build EX Design Canvas Brainstorm Innovation Redesign Experience Reality Check Build EX Hypothesis Attitudes & Emotions Useable effortless Meaningful emotional Useful functional Desirable Viable Feasibl e
  107. 107. Oracle . Employee Experience Journey Mapping TOP TALENT RETENTION Determine Impact What: choose KPIs that could be influenced at this moment Why: determines Impact of delivering new experience ?
  108. 108. Oracle . Employee Experience Journey Mapping EX Journey Mapping Process Create Initial Map Evaluate Explore Design New Experience Brainstorm Persona, Company Attributes, Key Trends Behavior Line On Stage Experience Back Stage Support Prioritize Focus “Moment that Matters” Determine Impact Evaluate Attitudes Readout “We focused here, because…” Clarify Needs & Drivers Examine Capabilities (Roles & Processes) Desired Transformation Build EX Design Canvas Brainstorm Innovation Redesign Experience Reality Check Build EX Hypothesis Attitudes & Emotions Useable effortless Meaningful emotional Useful functional Desirable Viable Feasibl e
  109. 109. Oracle . Employee Experience Journey Mapping @jkembel
  110. 110. Oracle . Employee Experience Journey Mapping EX Journey Mapping Process Create Initial Map Evaluate Explore Design New Experience Brainstorm Persona, Company Attributes, Key Trends Behavior Line On Stage Experience Back Stage Support Prioritize Focus “Moment that Matters” Determine Impact Evaluate Attitudes Readout “We focused here, because…” Clarify Needs & Drivers Examine Capabilities (Roles & Processes) Desired Transformation Build EX Design Canvas Brainstorm Innovation Redesign Experience Reality Check Build EX Hypothesis Attitudes & Emotions Useable effortless Meaningful emotional Useful functional Desirable Viable Feasibl e
  111. 111. Oracle . Employee Experience Journey Mapping Maslow’s Hierarchy of Needs Physiological Safety Social
  112. 112. Oracle . Employee Experience Journey Mapping Maslow’s Hierarchy of Needs Physiological Safety Social Functional Needs
  113. 113. Oracle . Employee Experience Journey Mapping Maslow’s Hierarchy of Needs Physiological Safety Social Esteem Cognitive Aesthetic Self-Actualization Transcendence Functional Needs
  114. 114. Oracle . Employee Experience Journey Mapping Maslow’s Hierarchy of Needs Physiological Safety Social Esteem Cognitive Aesthetic Self-Actualization Transcendence Emotional Needs Functional Needs
  115. 115. Oracle . Employee Experience Journey Mapping Getting to Emotional Needs Cotton Canvas Tote I need important things close to me at all times COACH Tote I need my friends to look to me for fashion advice I need a shoulder bag so that my hands are free I need to get inside my bag quickly I want a beautiful piece of art at my side I need a bag that’s as amazing as me
  116. 116. Oracle . Employee Experience Journey Mapping What: needs at the moment that matters and emotional relevance Why: solving for emotional needs is powerful Brainstorm Moment and Emotional Needs
  117. 117. Oracle . Employee Experience Journey Mapping What: needs at the moment that matters and emotional relevance Why: solving for emotional needs is powerful Brainstorm Moment and Emotional Needs
  118. 118. Oracle . Employee Experience Journey Mapping What: needs at the moment that matters and emotional relevance Why: solving for emotional needs is powerful Brainstorm Moment and Emotional Needs EMOTIONAL NEED: NOT JEPORDIZE HER FINANCIAL FUTURE
  119. 119. Oracle . Employee Experience Journey Mapping What: select Employee’s needs at this moment Why: identifies needs worth fulfilling Select Needs EMOTIONAL NEED: NOT JEPORDIZE HER FINANCIAL FUTURE
  120. 120. Oracle . Employee Experience Journey Mapping What: select Employee’s needs at this moment Why: identifies needs worth fulfilling Select Needs
  121. 121. Oracle . Employee Experience Journey Mapping EX Journey Mapping Process Create Initial Map Evaluate Explore Design New Experience Brainstorm Persona, Company Attributes, Key Trends Behavior Line On Stage Experience Back Stage Support Prioritize Focus “Moment that Matters” Determine Impact Evaluate Attitudes Readout “We focused here, because…” Clarify Needs & Drivers Examine Capabilities (Roles & Processes) Desired Transformation Build EX Design Canvas Brainstorm Innovation Redesign Experience Reality Check Build EX Hypothesis Attitudes & Emotions Useable effortless Meaningful emotional Useful functional Desirable Viable Feasibl e
  122. 122. Oracle . Employee Experience Journey Mapping What: uncover the intended role & processes of the people & things Why: describes current state of onstage & backstage roles & processes Define Roles & Processes
  123. 123. Oracle . Employee Experience Journey Mapping What: uncover the intended role & processes of the people & things Why: describes current state of onstage & backstage roles & processes Define Roles & Processes
  124. 124. Oracle . Employee Experience Journey Mapping Evaluate Roles & Processes What: were roles / processes performed properly to meet Diana’s needs? Why: identifies Issue or Opportunity areas worth solving
  125. 125. Oracle . Employee Experience Journey Mapping @jkembel
  126. 126. Oracle . Employee Experience Journey Mapping EX Journey Mapping Process Create Initial Map Evaluate Explore Design New Experience Brainstorm Persona, Company Attributes, Key Trends Behavior Line On Stage Experience Back Stage Support Prioritize Focus “Moment that Matters” Determine Impact Evaluate Attitudes Readout “We focused here, because…” Clarify Needs & Drivers Examine Capabilities (Roles & Processes) Desired Transformation Build EX Design Canvas Brainstorm Innovation Redesign Experience Reality Check Build EX Hypothesis Attitudes & Emotions Useable effortless Meaningful emotional Useful functional Desirable Viable Feasibl e
  127. 127. Oracle . Employee Experience Journey Mapping What: Determine what are the attitudes and behaviors needed to drive the desired impact Why: to understand your expected Impact of Innovation Desired New attitudes and behaviors
  128. 128. Oracle . Employee Experience Journey Mapping EX Journey Mapping Process Create Initial Map Evaluate Explore Design New Experience Brainstorm Persona, Company Attributes, Key Trends Behavior Line On Stage Experience Back Stage Support Prioritize Focus “Moment that Matters” Determine Impact Evaluate Attitudes Readout “We focused here, because…” Clarify Needs & Drivers Examine Capabilities (Roles & Processes) Desired Transformation Build EX Design Canvas Brainstorm Innovation Redesign Experience Reality Check Build EX Hypothesis Attitudes & Emotions Useable effortless Meaningful emotional Useful functional Desirable Viable Feasibl e
  129. 129. Oracle . Employee Experience Journey Mapping EX Strategy Canvas What: summarizes & frames the “Four Eyes” of the issue or opportunity you’re going to tackle Why: organizes the exact details of the issue or opportunity in an easy-to- present format
  130. 130. Oracle . Employee Experience Journey Mapping EX Strategy Canvas What: summarizes & frames the “Four Eyes” of the issue or opportunity you’re going to tackle Why: organizes the exact details of the issue or opportunity in an easy-to- present format
  131. 131. Oracle . Employee Experience Journey Mapping EX Strategy Canvas What: summarizes & frames the “Four Eyes” of the issue or opportunity you’re going to tackle Why: organizes the exact details of the issue or opportunity in an easy-to- present format
  132. 132. Oracle . Employee Experience Journey Mapping EX Strategy Canvas What: summarizes & frames the “Four Eyes” of the issue or opportunity you’re going to tackle Why: organizes the exact details of the issue or opportunity in an easy-to- present format
  133. 133. Oracle . Employee Experience Journey Mapping EX Strategy Canvas What: summarizes & frames the “Four Eyes” of the issue or opportunity you’re going to tackle Why: organizes the exact details of the issue or opportunity in an easy-to- present format
  134. 134. Oracle . Employee Experience Journey Mapping EX Strategy Canvas What: summarizes & frames the “Four Eyes” of the issue or opportunity you’re going to tackle Why: organizes the exact details of the issue or opportunity in an easy-to- present format
  135. 135. Oracle . Employee Experience Journey Mapping EX Strategy Canvas What: summarizes & frames the “Four Eyes” of the issue or opportunity you’re going to tackle Why: organizes the exact details of the issue or opportunity in an easy-to- present format TOP TALENT RETENTION
  136. 136. Oracle . Employee Experience Journey Mapping EX Journey Mapping Process Create Initial Map Evaluate Explore Design New Experience Brainstorm Persona, Company Attributes, Key Trends Behavior Line On Stage Experience Back Stage Support Prioritize Focus “Moment that Matters” Determine Impact Evaluate Attitudes Readout “We focused here, because…” Clarify Needs & Drivers Examine Capabilities (Roles & Processes) Desired Transformation Build EX Design Canvas Brainstorm Innovation Redesign Experience Reality Check Build EX Hypothesis Attitudes & Emotions Useable effortless Meaningful emotional Useful functional Desirable Viable Feasibl e
  137. 137. Oracle . Employee Experience Journey Mapping What: brainstorm new experiences to meet Employee needs, considering current issue or opportunity Why: volume of ideas that fulfill needs at the moment that matters PREDICTIVE ANALYTICS TO PREDICT AND ALERT ON RISK OF LEAVE Brainstorm Innovation
  138. 138. Oracle . Employee Experience Journey Mapping @jkembel
  139. 139. Oracle . Employee Experience Journey Mapping EX Journey Mapping Process Create Initial Map Evaluate Explore Design New Experience Brainstorm Persona, Company Attributes, Key Trends Behavior Line On Stage Experience Back Stage Support Prioritize Focus “Moment that Matters” Determine Impact Evaluate Attitudes Readout “We focused here, because…” Clarify Needs & Drivers Examine Capabilities (Roles & Processes) Desired Transformation Build EX Design Canvas Brainstorm Innovation Redesign Experience Reality Check Build EX Hypothesis Attitudes & Emotions Useable effortless Meaningful emotional Useful functional Desirable Viable Feasibl e
  140. 140. Oracle . Employee Experience Journey Mapping DSS, Successful local player in Medical imagery sector. Seeking international growth to achieve aggressive Business results. Facing turnover issues among key employees. 5 years Growth is DSS main objective Company Brands ZIVIZ, International leader in Medical imagery sector. Seeking growth to achieve aggressive Business objectives. Facing leadership pipeline issues. Growth and expansion in new markets are main business objectives
  141. 141. Oracle . Employee Experience Journey Mapping Reality Check What: consider if the innovations meet the “desirable, feasible, viable” test Why: filter out innovations with no customer experience value or viability Solution Value People, Process, & Technology Solution Design Business Value Differentiation, Acquisition, Retention & Efficiency Business Design Employee Value Interactions, Goals, Emotions Experience Design
  142. 142. Oracle . Employee Experience Journey Mapping What: select one idea (or several related ideas) to prototype and test Why: to build a hypothesis to test for more Insight PREDICTIVE ANALYTICS TO PREDICT AND ALERT ON RISK OF LEAVE Select Innovation
  143. 143. Oracle . Employee Experience Journey Mapping What: select one idea (or several related ideas) to prototype and test Why: to build a hypothesis to test for more Insight PREDICTIVE ANALYTICS TO PREDICT AND ALERT ON RISK OF LEAVE Select Innovation
  144. 144. Oracle . Employee Experience Journey Mapping EX Journey Mapping Process Create Initial Map Evaluate Explore Design New Experience Brainstorm Persona, Company Attributes, Key Trends Behavior Line On Stage Experience Back Stage Support Prioritize Focus “Moment that Matters” Determine Impact Evaluate Attitudes Readout “We focused here, because…” Clarify Needs & Drivers Examine Capabilities (Roles & Processes) Desired Transformation Build EX Design Canvas Brainstorm Innovation Redesign Experience Reality Check Build EX Hypothesis Attitudes & Emotions Useable effortless Meaningful emotional Useful functional Desirable Viable Feasibl e
  145. 145. Oracle . Employee Experience Journey Mapping WE BELIEVE {description of the new experience } WILL SOLVE {Employee needs & organization’s issue/opportunity } ENABLED BY { full solution: people + processes + technology } RESULTING IN {new attitude/ behavior / result }
  146. 146. Oracle . Employee Experience Journey Mapping WE BELIEVE {description of the new experience } WILL SOLVE {Employee needs & organization’s issue/opportunity } ENABLED BY { full solution: people + processes + technology } RESULTING IN {new attitude/ behavior / result } That a predictive and proactive career development program
  147. 147. Oracle . Employee Experience Journey Mapping WE BELIEVE {description of the new experience } WILL SOLVE {Employee needs & organization’s issue/opportunity } ENABLED BY { full solution: people + processes + technology } RESULTING IN {new attitude/ behavior / result } That a predictive and proactive career development program Diana’s need for being informed about her career progression and for feeling like she is growing and increasing her potential
  148. 148. Oracle . Employee Experience Journey Mapping WE BELIEVE {description of the new experience } WILL SOLVE {Employee needs & organization’s issue/opportunity } ENABLED BY { full solution: people + processes + technology } RESULTING IN {new attitude/ behavior / result } That a predictive and proactive career development program Diana’s need for being informed about her career progression and for feeling like she is growing and increasing her potential Career training program and coaching for managers, predictive analytics and manager compensated on high potential retention
  149. 149. Oracle . Employee Experience Journey Mapping WE BELIEVE {description of the new experience } WILL SOLVE {Employee needs & organization’s issue/opportunity } ENABLED BY { full solution: people + processes + technology } RESULTING IN {new attitude/ behavior / result } That a predictive and proactive career development program Diana believing that we are a company that really cares about her development and does something about it, resulting in Diana deciding to stay and grow in DSS, resulting in an increase of top talent retention rate Diana’s need for being informed about her career progression and for feeling like she is growing and increasing her potential Career training program and coaching for managers, predictive analytics and manager compensated on high potential retention
  150. 150. Oracle . Employee Experience Journey Mapping EXJM for a new people centric HR approach Understand & Empathize Educate & Align Identify & Innovate Test & Pilot Validate & Scale HRTransformation Understand & Empathize Educate & Align Understand & Empathize Educate & Align Identify & Innovate Try Apply Identify EXJM Generic Scenario to learn basic methodology Learn Sample persona used on a portion of your lifecycle Design Disciplined & Validated Test Methodology Execute Understand & Empathize Educate & Align Identify & Innovate Test & Pilot Validate & Scale
  151. 151. Oracle . Employee Experience Journey Mapping * sorry, Home Depot, it’s a good slogan You can do it. We can help.*
  152. 152. Oracle . Employee Experience Journey Mapping Understand & Empathize Educate & Align Identify & Innovate Test & Pilot Validate & Scale EMPLOYEE CENTRIC TRANSFORMATION & INNOVATION Process to drive cultural and execution orientated change
  153. 153. Oracle . Employee Experience Journey Mapping I LIKE _______ HOW TO _______ Workshop Retrospective
  154. 154. Oracle . Employee Experience Journey Mapping DESIGNINGCX.COM
  155. 155. Oracle . Employee Experience Journey Mapping @jkembel

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