A leading healthcare provider wanted to smooth out the kinks in their hiring process to make onboarding easier for hiring managers and new employees.

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The Scenario

In a competitive hiring market, a healthcare provider wanted to renovate onboarding processes to meet changing employee expectations and create a more intuitive, user-friendly online experience. It started with getting to know their hiring managers and new hires better.


The Solution

Our CX advisory team started by interviewing with hiring managers and new hires remotely to determine IT onboarding steps required for employees to be fully ready to do their jobs. The interviews clarified expectations of new employees and hiring managers to eliminate friction points. Using personas and journey maps, we made recommendations for an even better onboarding process in the future.


The Results

  • The provider had a clear look at pain points, thanks to the initial discovery documentation
  • Hiring managers have a clear understanding employee pain points, expectations and needs related to new hire onboarding
  • To make the user experience even better, the provider has prioritized ideas for future improvements

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