New Joiner IT Onboarding

Company: Credit Suisse

My position: Senior Interaction Designer

My role: Project lead

Duration:6 months

Overview

I recently completed the New Joiner IT onboarding project, which looked to gather evidence and insights of users expectations and challenges while navigating a new joiner’s IT onboarding. Through workshops with New joiners, Hiring managers and HR we captured the New joiner and Hiring manager experience in Journey maps and a Service Blueprint. In order to validate our findings from the workshops we conducted a survey with over 1000 New joiners and over 300 Hiring managers which gave us confidence that our findings were representative. Ultimately this body of work delivered prioritized areas of opportunity for improving the user experience of New joiners and Hiring managers, and will support strategic discussions on the further development of the New joiner IT onboarding experience.

New joiner, Hiring manager and HR workshops

Activity
To gather insight into the current processes and experiences of the key stakeholders (New joiners, Hiring managers and HR) I ran a series of journey mapping workshops to capture what the current processes look like, and where the common pinpoints are. I did this across regions to get a truly global picture and also identify regional differences.

Mapping

Value
These workshops provided rich, quantitative insight into what the current New joiner experience looks like, and what the HR and Hiring manger process looks like as well as where their pinpoints are. This gave me a holistic perspective of the Onboarding context, which enabled me to map the various joineries and processes into a Service Blueprint.

Maps & reports

Artefacts
Below are the artefacts that resulted from this initial phase of the project:

New Joiner journey map
Hiring manager Journey map
new joiner IT Onboarding Service Blueprint
(one page) of the report highlighting the Qualitative and quantitative findings in context to the New joiner experience.