Innovating the future of recruiting and work
By journey mapping today’s talent experience, a global leader in recruiting and HR services unlocks opportunities for a human-centered future of work
Services
Engagement at-a-glance
A global leader in recruiting and HR services is on a mission to realize it’s vision of a human-centered future of work. To build the customer-centric and agility culture required to realize its vision, they turned to Celerity.
Our team of innovation experts focused on:
Creating five end-to-end customer journeys based on 80-plus interviews
Identifying two high-value projects to begin strengthening critical areas of the talent experience
Delivery of an ideation toolkit for ensuring future solutions address talent’s core needs
Modeling innovation techniques and mindset across more than 50 international stakeholder groups
The solution
Applying Celerity’s proven framework of thinking big, starting small, and moving fast, we saw that focusing on a primary audience of “talent” (job seekers and staff) in the client’s US market would offer the keenest insights-and drive the most impact.
From there, we dove deeper into what talent’s biggest needs were and how our client could ensure the solutions developed addressed every single one of them.
Using journey mapping to create a shared understanding
Through interviews with more than 80 of the client’s job seekers and staff, some notable challenges emerged across their end-to-end journeys, along with plenty of opportunities to create a superior talent experience.
From those key patterns, we created a portfolio of five comprehensive journey maps that shared the real stories of our client’s talent. Each map offered a visual, storytelling method to easily digest thousands of data points, empathize with talent’s needs, and quickly uncover high-value opportunities. This approach greatly expedited alignment and prioritization, as every stakeholder now understood the challenges at hand and could work to achieve a shared set of goals.
Ensuring solutions place talent first and drive innovation
With opportunities uncovered for driving talent advocacy, our next step was to create an ideation toolkit to ensure the solutions our client developed addressed its talent’s core needs. Several cross-silo workshops were also conducted to promote the journey mapping process’s key findings and launch blue-sky ideation.
Standardizing and scaling innovation
To fortify the foundation for future talent research and insight gathering, we also collaborated with the client’s team to identify the best journey mapping software and establish a set of standards for the organization, including:
- Adopting a standard journey map structure and defined journey stages
- Creating a single, transparent source of truth across all global initiatives through selection of Journey Orchestration software and hierarchy
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8405 Greensboro Drive, Suite 700
McLean, VA 22102
P. 703.848.1900
F. 703.848.2139
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