The employee journey describes the time duration that an employee spends with a specific company, encompassing all relevant events and touchpoints.
While customers are the lifeblood of any business, employees are the heart. Your workforce helps direct and drive customer satisfaction. They power your organisation, and are the foremost factors in establishing and maintaining a positive culture. As such, organisations are discovering that understanding the employee experience may be just as essential as understanding the customer experience.
To understand your employees and help them (and your organisation) reach important goals, you need an accurate view of the various steps and touchpoints these employees experience while with your company. The employee journey is a concept that was borrowed and adapted from tried-and-true customer journey analysis. By mapping the employee journey in much the same way that organisations map the customer journey, HR helps businesses work to improve employee satisfaction and loyalty.
With a clear understanding of the employee journey, companies enjoy the following benefits:
Recognising and discussing the employee journey is important, but it’s generally not enough. You need to be able to visualise it. Employee journey mapping is a visual representation of the employee journey as they move through the organisation. Journey mapping allows organisations to prioritise resources, clarify roles and identify crucial moments that will matter as they map the various steps and emotional states that employees may experience during company interactions.
An employee experience that is personalised accounts for unique situations, needs and the employee’s preferences, and applies those accounts to deliver an experience customised to the needs of the individual.
Design, plan and execute personal work experiences, much in the same way that organisations handle customer experiences. While mass-communication and other ‘wide-net’ strategies may seem more cost-effective, they tend to create an impersonal atmosphere, where no employee feels very important or understood. Instead, personalise your communications and processes within the employee journey, so that they have the specific support and direction they need to excel.
Personalised experiences provide the additional support and comfort they need to address mentally exhausting tasks. At the same time, a properly personalised employee journey benefits the organisation as a whole, by offering insight into how individual employee satisfaction affects the company’s overall ability to generate revenue.
While personalisation of the employee experience is more time-consuming and labour intensive than simply creating a one-size-fits-all approach, it is also far more effective. And, with the right personalisation strategies, you can create custom employee experiences without overtaxing your resources.
Here are three key focuses to consider while you personalise the employee journey:
Modern enterprises need to realign their focus on improving the employee experience. ServiceNow provides the tools and resources to help make this possible, with Employee Journey Management.
Employee Journey Management is a new package of enterprise-wide capabilities designed to help optimise the individual employee’s experiences as they move through their own unique, dynamic career journeys.
The Journey Accelerator app makes it easy for management to personalise employee roles and organise important activities and tasks to promote success every step of the way. Listening and learning posts help collect employee feedback and provide valuable educational opportunities. Lifecycle events incorporate automated workflows to help facilitate complex employee requests. Experience packs give HR teams important blueprints for simplified journeys, including prepackaged workflows, content and configuration.
After all, your employees really are the heart of your business. Give them the support they need to ensure positive experiences and effective paths to personal success. ServiceNow makes it possible.
Learn more about what ServiceNow could do for your organisation.