Designing Your Moments That Matter

Guest post: Thanks to our partnership with Leapgen, we're delighted to have contributions from their team of experts. Thank you to Lynsey Hathcock for sharing her wealth of knowledge in the field of digital employee experience.


In the last post, we discussed how important the right mindset is when deploying low-code / no-code systems as part of your digital journey. This is the first step in ensuring that you are approaching your transformation with a human-centered focus and designing with your workers at the forefront. However, it doesn’t end there. Now that you have established your vision, it’s time to bring this to life by identifying and understanding the moments that matter to your workforce. 

When starting an implementation most organizations inherently default to creating detailed process maps from the beginning; diligently documenting who needs to do what, where those tasks should occur and how the requisite data needs to flow. 

What most organizations don’t take into account is the employee sentiment during this experience. How does the employee feel when they have to go to three different places to find necessary documentation? How frustrating is it to not be able to get the support needed to complete a simple task? How can digital employee experience impact their career or add value to them? 

These are the types of questions necessary to ensure you are engaging with your workforce; that you aren’t just providing them the basic tools necessary to complete a task but rather that you are taking them on a guided journey that is simple, personalized and impactful. 

This is where the concept of a journey map can be incredibly powerful. A journey map is a glance into your employees experience, highlighting what they are doing, who they are interacting with and what they are thinking and feeling along the way. 


Let’s take a look at the onboarding process as an example. 

A traditional onboarding process map identifies the various tasks the employee needs to complete to be integrated into the workforce; for example, the compliance paperwork that needs to be submitted, the technology that needs to be provisioned and maybe even highlight training requirements. But it ends there. Detailed process maps won’t help you identify the unique culture of your organization that you want to convey to your new worker, it doesn’t identify how to infuse networking into the experience, or how to ensure their first exposure is one that leaves a lasting impression. 

An onboarding experience is the first true introduction a worker will have to your organization and sets the stage for their future career with you. It needs to be impactful, meaningful and do we dare even say it, maybe a little fun! So how do you ensure you are designing a system that is going to deliver that type of experience? 

By leveraging an onboarding journey map you get the chance to imagine the experience you want to convey. Ask yourself key experience questions: 


  • Are tools and tasks digitally delivered to managers when needed during the onboarding journey? 
  • How manual are your provisioning processes? Do you leverage technology to coordinate key onboarding tasks? 
  • Do you successfully integrate culture into your onboarding process?
  • Do you provide networking opportunities and buddy systems? 
  • Do your employees receive the appropriate level of training that enables them to become productive as quickly as possible? 
  • Are talent profiles established as part of onboarding that can help drive career engagement opportunities throughout their time with the company? 
  • Do you provide your new employees with regular check-ins over the course of the first 30-60-90 days? 
  • Do you collect feedback from your new employees throughout the process and follow up with them regarding their responses?

leapgen onboarding journey map


The journey map exercise allows you to align the experience you want to infuse into the process needed to seamlessly execute key activities. 

Once the ideal journey is documented with the employee experience front and center, technology can now be applied to fuel these moments that matter. In an ever-increasing digital world, the question becomes, how do I supply workers with the advanced digital experience that they have come to expect in their personal lives. By leveraging a low code/ no code technology platform you are able to customize the experience you envisioned in your journey maps. 

This type of platform enables you to innovate faster by reducing the amount of time necessary to build and deploy software. The result, more time and energy can be spent on defining the moments that matter, enabling you to deliver a personalized experience quicker and drive a consumer-grade workforce experience. Once complete, you'll have an easy to configure onboarding process that meets your unique culture, and the specific needs of your workforce. 

About the Author


Lynsey Hathcock

Lynsey Hathcock is a seasoned management consultant at Leapgen with over ten years of HR strategy, design thinking and change enablement experience. Lynsey is passionate about finding innovative ways to help clients craft impactful experiences for their people to ensure intended business outcomes are realized. 

Lynsey has successfully led 25+ Fortune 500 clients to solve complex organizational problems; including digital transformations, global system implementations and talent management initiatives. She brings diverse industry experience, spanning across retail, pharmaceuticals, financial services, education and non-profit.

Lynsey holds a Juris Doctor and Masters of Business Administration degree from Wake Forest University and a Bachelor’s degree in Political Science and Economics from Clemson University. 

Published July 12, 2021 / by Lynsey Hathcock