Creating journey mapping from employee experience in communicating to enhance communication inside a business’ internal environment

Abstract

Usually, the employee experience is given less interest when compared to customer experience. This dissertation highlights the importance of employee experience in the firm’s internal environment and how employee journey mapping can be designed and applied to improve the employee’s experience. Qualitative analysis was implemented to conduct a case study in a local medium-sized organisation in Malta. Several interviews targeted to different employees working in the same department were held to analyse the employee experiences and identify any similarities and contrasts between each profile. Important and relevant data collected from the interviewees were paraphrased and placed in the specific sections of the employee journey maps respectively to identify the strengths and weaknesses of their employee experiences. The employee experiences were clearly displayed and represented on the employee journey maps. The employee journey maps were accurate enough to determine key points which are prominent for improving the employee experience. In addition, the employee journey map is an ideal approach for analysing the employee experience and its user-friendly design helps the researcher to carefully understand a person’s experience and come up with suitable solutions to satisfy the employee and improve his / her work experience. These types of employee journey maps are very effective to implement by HR teams or any individual/s in the management team in all types of organisations. The biggest challenge for these journey maps is that they can be very time consuming to design and require a lot of resources. The HR or management teams would need to communicate with many employees to design the employee journey maps and identify and determine the overall level of the employee experience in the internal environment. In conclusion, this dissertation emphasises a qualitative approach to design adequate employee journey maps which can improve the work experience of an employee.