Improving a training program through experience mapping
CLIENT Leading Investment Firm
GOAL Understand what is causing new employees to become dissatisfied and quit during their ten-week onboarding and training period, with the goal of creating an improved training experience.
Longitudinal Mixed Methods
This unique challenge required that we get an in-depth understanding of functional and emotional experience throughout the training process. In order to understand the narrative over time, and identify key areas and points in time, we designed a comprehensive, mixed method approach:
- In-depth interviews
- Video diaries
- Intercept interviews
- Focus groups
With the insights and user journey maps as a guide, TC conducted a day-long concept ideation workshop with internal stakeholders to put our learnings into action. The result was a set of fully defined and prioritized set of concept cards intended to be implemented and tested in the evolved trainee process.