Listening and Learning in Journey Accelerator
In San Diego, we’ve embedded Listening and Learning Posts into Journey Accelerator so that you can surface learning in the flow of an action plan and gain insights into the employee experience.
What is Journey Accelerator?
In case you are new to Journey Accelerator, this feature allows managers to create action plans for their employees as they navigate important journeys like onboarding, offboarding, leaves, and more. These action plans are meant to encompass functional, role, or team specific activities that will help an employee through their transition. Administrators can create templates, based on one or more audience(s), to help managers build these action plans. You can even trigger the action plan creation from a lifecycle event, bringing together the full journey experience.
Figure 1 Journey Accelerator action plan
Check out this blog post from our Rome release to learn more about Journey Accelerator.
Learning in Journey Accelerator
Using our Learning posts application (v4.0.0), you can embed external and internal learning content into the action plan. Learning posts comes with OOB integrations (no integration hub license required) to Cornerstone OnDemand, Udemy, Pluralsight, SumTotal, and SABA.
Once learning posts is configured, you can include ‘Learning’ task types into your action plan configurations.
Additionally, managers can add learning into action plans they create/manage for their team members. Manager and mentors will have the option to add tasks of type ‘learning.’ They can search across all the external and internal content they have access to and add courses as tasks. When an employee is working through their action plan, they can navigate to the courses in the respective LMS applications. If the course is external (coming from a third-party LMS), the task will auto complete once the employee completes the course in the LMS.
Figure 2 Employee completes a learning course in their action plan
Listening in Journey Accelerator
Using our Listening posts application (v4.0.2), you can capture feedback from employees, managers, and mentors as they work through their action plan. Using our insights, you can visualize the overall experience of your employee journeys and identify areas of improvement.
Once listening posts has been installed, you can create pulse surveys to trigger in the action plan based off the Journey Accelerator tasks. Using our trigger conditions, you have flexibility to set up the survey triggers. For example, you can trigger a survey to be sent to the employee after a certain task has been marked as complete.
You can read more about Listening posts in this blog post.
Figure 3 Parental Leave of Absence Request Record Producer
Conclusion
We’re excited about this next phase of Employee Journey Management. We will continue investing more to make sure you can build the best journey experiences for your employees.
If you have any questions or feedback on how we can continually improve these features, please do not hesitate to reach out to myself (lucy.curran@servicenow.com) or your account representative.
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