PROBLEMS

This is a sprint project that I done for EY Melbourne during the Master program. I teamed up with 2 designers in order to design a better onboarding experience for EY employees. The onboarding experience has a great impact on the later performance of employees, According to an infographic by O.C. Tanner, 69% of employees are more likely to stay with a company for at least three years after a great onboarding experience.

GOAL

This project is focus on the onboarding experience of EY digital team, the goal is aim to target the pain points of current onboarding experience and improve the experience.

INTERVIEW

In order the familiarise the onboarding experience of EY, we had a 40 minutes interview with the digital team of EY Melbourne. we asked them about their current roles, their own experience of the EY onboarding process, what did they do during the process etc. For a broader understanding, we also asked them to share the onboarding experience of their previous companies, and the rememberable experience of their life. (They seems have little bit of hesitation when taking about bad experience as their supervisor is here with them) we recored the interview for later analysing.

ANALYSIS AND BRAINSTORM

According to the interview with the members of EY digital team, we got the things that they would experience during the process. For a better understanding divided the digital team member into 3 categories which are Graduates, Professionals and Partners.

JOURNEY MAPS

After identify the elements of their onboarding process, we made 2 journey maps ,one is for Graduates and Professionals, the other one is for Partners. The maps contain activities, some of quotes, time frame and feelings. From the journey maps, the experience of Graduates and Professionals are quite different from Partners. The map also shows that the workload on the first day is quite heavy for Graduates and Professionals. From the interview, people usually start the online learning couple days before due.
Then we got the pain points:

Too many things to do on the first day

They usually wouldn't start the online learning until the couple days before due.

PAIN POINTS/ OPPORTUNITIES

We broke down the pain points, and analyse with interview record. I noticed that all of these actives are actually essential that they are all in day 1 or 2. But from the journey maps, they almost have nothing to do before day 1. Can they finish some day 1 task before day 1? Can they submit the online learning every 30 days?

SOLUTIONS

Before First Day

* The new employees can select their preference computer spec and the softwares before the first day, then employees will get a fully setup computer in their first day.

* Employee can do receive Welcoming and introduction messages and do video orientation before the first day

First Day

Break down the 90 days online learning into 3 phases, there will be due date in every 30 days.

Create apprenticeship between new employee and senior employee according their skill sets.

JOURNEY MAP (FUTURE)

We create a future version journey map.
The map shows that the workload in first day got reduced, new employee can start to learn and work from the mentor. The relationship between mentor and mentee can at least last 90 days.
*Feedback is important for future iteration*
90 day is the end of the EY onboarding process, every employee will be asked to finish a survey or interview about their experience of the onboarding process. The result is important and they will remain anonymous.

MVP

We designed web digital platform to enhance the experience of onboarding according to the pain points. Before the first day, new employees can login to the system to check the current status, welcoming messages and introduction But EY Onboarding System has 3 modules, which are: setup computer, apprenticeship model and phased online learning.

Setup computer

New employees can setup their computer via onboarding system, they can select their personal computer spec, when they finished, the system will create a spec list and send it to the technical team in Sydney. Simple and friendly interface fit new employees which from different fields of industry. Instead of spending a mount of time to install the softwares on their first day. New employees will have a full setup computer on their first day.

Apprenticeship model

Mentor can train new employees with on-the-job training and often some accompanying study. They usually help mentor to do some daily work, which not only reduces the workload of the tutor, but also enable the new hires to learn skills. New employees can create a profile which can allows the right mentor to discover them once they established the apprenticeship with their mentors, mentors can post projects to new employees.

Phased online learning

New employees should finish phase 1 online learning within 30 days, finish phase 2 within 60 days and finish phase 3 within 90 days. This solution can prevents procrastination.