Challenges
As a key 2022 priority to support their growth agenda, our client initiated a programme to reimagine the onboarding experience for new colleagues globally, both in office and front-line locations (terminals, warehouses, depots).
Key levers of the case for change:
- Opportunity to improve people retention by rapidly creating a sense of belonging
- Improve ability to track completion and sentiment of onboarding experience to provide data-driven insights
- Reduce heavy and complex task list for line managers, automating activity and driving a greater sense of self service in new colleagues
- Improving global consistency with standardised and centrally governed experience
- Maximise investment in existing technology to digitise the experience
How LACE helped
Build
We collaborated with our content development partners to create a dynamic blended learning program featuring engaging videos, guides, and interactive virtual events. Tailoring the delivery model for frontline locations, we optimized time-to-proficiency and ensured flexibility. A seamless journey was achieved through tech integration across ServiceNow, Workday, and Cornerstone OnDemand, supporting colleagues, managers, buddies, and HR Administrators. We implemented a structured measurement approach, using listening posts to gather insights at key touchpoints throughout the experience.
Pilot and Deploy
We guided the pilot planning, hypercare, change, and communication, as well as global deployment planning for both office and frontline colleagues, involving over 2,000 new team members within a 3-month span. The technology solution initially rolled out for managers in frontline locations, with future plans for expansion once all frontline workers transitioned to the full technology stack. We developed ‘Onboarding in a box’ for local leaders to facilitate in the interim, utilising kiosks where possible.
Insights
We rapidly gathered insights into the current experience via surveys and interviews to onboarding SMEs and end users to gain a representative picture across the organisation.
Ambition and solution blueprint
Collaborative virtual workshops to co-create design principles and the future experience, leveraging external inspiration and insights to inform design. Developed a comprehensive 12-month onboarding experience for office based and frontline colleagues integrated with other critical global content such as compliance, strategy, purpose and values.
Detailed Design
Engaged with delivery teams in HR and sites to define a scalable delivery model for the programme, including the process, technology and content development requirements.
What we learnt
There is rarely one owner for the onboarding experience – be clear on the stakeholders involved and engage early.
Understand the barriers to technology and complexity of the working environment in frontline locations to design a solution the client will adopt and involve them in the process.
