Engage

Understanding employees’ journey — from their first interaction with your employer brand to the conclusion of their
career with your company — is essential to improving your ability to hire, engage and retain top talent.

Simply follow these steps to create a custom checklist for improving the employee experience in each phase of the
employee journey. Before you start, ensure the map is saved to your computer so you don't lose your changes.

STEP 1:

IDENTIFY PEOPLE AND PROCESSES

For each phase, study what the employee is doing and with whom they are connecting at your company.

STEP 2:

DOCUMENT CURRENT PROCESSES

Think about and/or document what you currently are doing in each phase to help the employee.

STEP 3:

LIST POSSIBLE IMPROVEMENTS

In each phase, list steps you can take to improve the employee experience. (Examples included.)

STEP 4:

FOLLOW YOUR NEW CHECKLISTS

The steps you list to improve the employee experience will automatically populate checklists at the end of this
workbook. Access and implement your checklists to improve each stage of the employee journey.

EMPLOYEE JOURNEY MAPPING 2


STAGE 1 OF THE EMPLOYEE JOURNEY
RECRUIT/FIND/HIRE
CANDIDATE PHASES
Candidate Phases of the Journey
OF THE JOURNEY
Company Connection
WHAT CANDIDATE IS
DOING, THINKING, FEELING,
NEEDING AND WANTING
HOW DO WE CURRENTLY
HELP CANDIDATES IN THIS
PROCESS?
Think about what you are doing
now. You can use this row to
document your current processes.
LIST THE STEPS YOU CAN
TAKE NOW TO IMPROVE THE
CANDIDATE EXPERIENCE.
Use this row to document the
changes you would like to
implement. This data will be
used to build your final checklist.
Finds and Applies for Job(s)
Employer Brand/
Application Technology
Looking and applying for job
opportunities, hoping for a
quick response from potential
employers.
Provide answers to the following
question: (optional)
How do applicants find and
apply for your open positions?
Example: Job opportunities are posted
on multiple job boards so they are
easy to find. Online applications make
applying easy.
Provide answers to the following:
(required)
List steps to improve how
applicants find and apply for
your open jobs:
1. _________________________
2. _________________________
Example: Follow up with strong
candidates within one business
day of them applying.
Recruiter/Hiring Manager
Scheduling interviews with one
or more companies. Feeling
excited, intrigued and wanting to
be prepared for, and impressive in
upcoming interview(s).
Provide answers to the following
question: (optional)
What does the application-to-
interview process look like?
Example: Recruiters set interview
expectations during the scheduling
phone call.
Provide answers to the following:
(required)
List steps to improve how you
prepare applicants for
interviews:
1. _________________________
2. _________________________
3._________________________
Example: Send email day before
interview with directions, interview
tips and a reminder of expectations.
Interviews
Recruiter/Hiring Manager
Interviewing with one or more
companies, feeling nervous and
excited about the opportunities.
Wanting to learn more about the
employer, hiring process, job and
team specifics. Hoping to acquire
enough information to know if it's
the right opportunity and if they
are a good fit.
Provide answers to the following
question: (optional)
What does your interview
process entail?
Example: Hiring managers set
follow-up expectations during the
interview.
Provide answers to the following:
(required)
List steps to improve the
interview process:
1. _________________________
2. _________________________
3._________________________
Example: Email candidate after
interview, thanking them for their
time and outlining the next steps in
the process.
Evaluates
Recruiter/Hiring Manager/HR
Receiving job offer(s) and
weighing options (role, pay,
benefits, perks). Feeling excited
and anxious to make the right
decision. Wanting confirmation
it’s a fair offer and reassurance
it’s the best opportunity.
Provide answers to the following
question: (optional)
What does a job offer from you
include?
Example: HR emails offer letter with
compensation and benefits outlined.
Provide answers to the following:
(required)
List steps to improve the job
offer process:
1. _________________________
2. _________________________
3._________________________
Example: Send offer kit that includes
offer letter, employee testimoni-
als, details of additional perks and
personalized correspondence on why
they are a great fit for the role.
EMPLOYEE JOURNEY MAPPING
Engage
Decides
HR
Accepting job offer and
connecting with HR. Feeling
excited about new opportunity,
but nervous to start a new
job. Wanting clear and regular
communication for a smooth
transition.
Provide answers to the following
question:(optional)
What is your hiring process?
Example: We send email setting
expectations for the background
check process and ask them to
complete a form.
Provide answers to the following:
(required)
List steps to improve the hiring
process:
1. _________________________
2. _________________________
Example: Send email that expresses
excitement for them joining the
organization and sets expectations
for the full onboarding process.
3

STAGE 2 OF THE EMPLOYEE JOURNEY
ONBOARDING
NEW-HIRE PHASE
NEW-HIRE OF THE
PHASE
JOURNEY
OF THE JOURNEY
Company Connection
WHAT NEW HIRE IS DOING,
THINKING, FEELING,
NEEDING AND WANTING
HOW DO WE CURRENTLY
HELP NEW HIRES IN THIS
PROCESS?
Think about what you are doing
now. You can use this row to docu-
ment your current processes.
LIST 3 STEPS YOU CAN TAKE
NOW TO IMPROVE THE NEW-
HIRE EXPERIENCE.
Use this row to document the
changes you would like to
implement. This data will be
used to build your final checklist.
Completes New-Hire
Requirements
HR
Following instructions from HR
on completing required forms and
other expectations. Wanting to
get through this process quickly.
Needing clear directions and
appropriate resources to comply.
Provide answers to the
following question: (optional)
How do new hires complete
required paperwork?
Example: Provide paper forms for
them to complete on their first day.
Provide answers to the following:
(required)
List steps to improve how new
hires complete required tasks:
1. _________________________
2. _________________________
3._________________________
Example: Provide preboarding
technology and electronic forms to be
completed before their first day.
Goes Through Orientation
HR
Learning about the company and
excited to be there. Hoping to
obtain information needed to feel
confident and prepared to fit in
and begin working.
Provide answers to the following
question: (optional)
How do new hires learn about
the company, culture, policies
and procedures?
Example: Assign a buddy for their
first day to answer questions and help
them feel welcome.
Provide answers to the following:
(required)
List steps to improve new-hire
orientation:
1. _________________________
2. _________________________
3._________________________
Example: Provide welcome videos,
employee handbook, policies and
procedures before the first day with
preboarding technology.
Gets Introduced to the Team
Manager/Team
Meeting their team and learning
their department culture. Formu-
lating their own views about the
company and co-workers. Need-
ing attention, to feel welcomed
and wanting to understand what is
expected of them.
Provide answers to the following
question: (optional)
How are new hires welcomed
into their teams?
Example: Expect manager and/or
co-workers to take new hire to lunch
on first day.
Provide answers to the following:
(required)
List steps to improve how new
hires are welcomed into their
teams:
1. _________________________
2. _________________________
3._________________________
Example: Assign team members times
to meet with new hire to explain their
role in the department and how they
will work together.
Receives Training
HR/Manager/Training Dept.
Learning their role and respon-
sibilities, how to do their job,
what they need to know to be
successful and what resources
are available to them. Feeling
overwhelmed. Needing encour-
agement and clear direction.
Provide answers to the following
question: (optional)
How are new hires trained to
do their jobs?
Example: Send new hire to corporate
headquarters for in-person training.
Provide answers to the following:
(required)
List steps to improve new-hire
training:
1. _________________________
2. _________________________
Example: Provide on-demand learning
opportunities and development paths
for new hires.
EMPLOYEE JOURNEY MAPPING
Engage
Completes New-Hire Survey
HR
Answering questions on a new-
hire survey and wondering if
answers are anonymous. Feeling
pressured to be more polite than
honest. Needing assurances
that all feedback is welcome and
anonymous.
Provide answers to the following
question:(optional)
How are new hires giving you
feedback?
Example: Send new hire an online
survey 30 days after start date.
Provide answers to the following:
(required)
List steps to improve new-hire
surveys:
1. _________________________
2. _________________________
Example: Send surveys through
employee self-service software at 60-,
90- and 120- day intervals.
4
 Engage
STAGE 3 OF THE EMPLOYEE JOURNEY

DEVELOP/ENGAGE/RETAIN
EMPLOYEE PHASE Receives Leadership/
Sets Goals Increases Knowledge Has Performance Evaluated Gets Promoted/Rewarded Gives Feedback
OF THE JOURNEY Coaching
Company Different Levels of Internal and External
Direct Supervisor Direct Supervisor/Peer HR/Direct Supervisor HR
Connection Leadership/Mentor Training
WHAT EMPLOYEE Learning expectations and Learning and growing. Gaining an understanding Completing employee self-re- Working to meet and/ Providing feedback through
IS DOING, setting goals to meet them. Wanting regular feedback, of what they need to know view and preparing for peer or exceed expectations. surveys and wondering if
THINKING, Hopeful they can achieve purpose, company commu- to do their job, and meet and/or supervisor reviews. Wondering if they have what their answers matter. Needing
FEELING, goals and wanting the re- nication and career-based their performance and Nervous about feedback. it takes to go to the next level. acknowledgment they’ve
NEEDING AND sources to be successful. conversations. development goals. Wanting Wanting positive scores and a Needing encouragement been heard. Wanting to see
WANTING learning resources to help raise in compensation. and acknowledgment of a employer take action based
them continue to grow, job done well. Wanting a on their feedback.
develop and succeed. promotion and/or reward.
Provide answers to the Provide answers to the Provide answers to the Provide answers to the Provide answers to the Provide answers to the
HOW DO WE following question: (optional) following question: (optional) following question: (optional) following question: (optional) following question: (optional) following question: (optional)
CURRENTLY HELP How do employees know their How are employees What resources do How is employee How do employees get How are employees en-
EMPLOYEES IN performance expectations and currently coached on employees have for performance evaluated? promoted/rewarded? couraged and enabled to
THIS PROCESS? how to achieve them? career development? training? give feedback?
Think about what
you are doing now.
You can use this row
Example: Conduct surveys and
to document your Example: Managers set individual Example: Require managers to Example: Provide on-demand Example: Conduct annual Example: Set clear metrics of send auto-responder emails to
current processes. and team goals. conduct regular one-on-ones. library of training courses. performance reviews. achievement required to be consid- thank employees for participating.
ered for promotion and/or reward. Assure them their opinion matters.
Provide answers to the Provide answers to the Provide answers to the Provide answers to the Provide answers to the Provide answers to the
following: (required) following: (required) following: (required) following: (required) following: (required) following: (required)

LIST 3 STEPS YOU List steps to improve List steps to improve List steps to improve List steps to improve List steps to improve how List steps to improve how
CAN TAKE NOW employee goal setting and employee exposure to employee training employee performance employees get promoted employees are encour-
TO IMPROVE THE achievement: career coaching: opportunities: evaluations: and/or rewarded: aged and enabled to give
EMPLOYEE feedback:
EXPERIENCE.
1. _____________________ 1. _____________________ 1. _____________________ 1. _____________________ 1. _____________________ 1. _____________________
Use this row to
document the 2. _____________________ 2. _____________________ 2. _____________________ 2. _____________________ 2. _____________________ 2. _____________________
changes you would 3._____________________
like to implement. Example: Increase frequency of
This data will be Example: Use goal management Example: Establish a mentorship Example: Provide continuing edu- reviews and make them a regular Example: Provide career path Example: Disclose survey results
used to build your technology so employee and su- program and help pair every cation opportunities for employees part of feedback sessions, rather and development goals for every to employees and outline steps
final checklist. pervisor can set and track goals. employee with a mentor. to achieve and maintain certifica- than the intimidating annual employee to be working toward that will be taken to implement
tions in their fields of expertise. review. the next milestone in his or her suggestions and address con-
career. cerns. Be transparent about what
can’t be changed at this time.

EMPLOYEE JOURNEY MAPPING 5


STAGE 4 OF THE EMPLOYEE JOURNEY
SEPARATE
EMPLOYEE PHASE
Employee Phase of the Journey
OF THE JOURNEY
Company Connection
WHAT EMPLOYEE IS
DOING, THINKING, FEELING,
NEEDING AND WANTING
HOW DO WE CURRENTLY
HELP EMPLOYEES IN THIS
PROCESS?
Think about what you are doing
now. You can use this row to docu-
ment your current processes.
LIST 3 STEPS YOU CAN TAKE
NOW TO IMPROVE THE
EMPLOYEE EXPERIENCE.
Use this row to document the
changes you would like to
implement. This data will be used
to build your final checklist.
Gets Laid Off/
Terminated
Direct Supervisor/HR
Feeling embarrassed, angry and/
or scared. Wanting an explanation
and to defend themselves.
Provide answers to the following
question: (optional)
How are employees let go?
Example: Allow employees to express
themselves in an exit survey.
Provide answers to the following:
(required)
List steps to improve employee
termination process:
1. _________________________
2. _________________________
3._________________________
Example: Choose a quiet place to
hold termination meetings and avoid
dismissing an employee during a
high-traffic time when their dismissal
would be more visible, e.g., as every-
one is leaving at the end of the day.
Initiates Voluntary Separation
Direct Supervisor/HR
Nervous about the reaction they
will receive, and what comes
next for them professionally and
personally. Needing to know their
decision is respected. Wanting to
part on good terms.
Provide answers to the following
question: (optional)
How are employees treated
during voluntary separations?
Example: Ask employees for their
feedback in an exit interview.
Provide answers to the following:
(required)
List steps to improve the vol-
untary separation process:
1. _________________________
2. _________________________
3._________________________
Example: Have direct supervisor
conduct a casual pre-exit interview
to elicit honest feedback about what
could have been done to keep them
(if anything), to provide encourage-
ment in their next endeavor and to
create a project plan for the transition.
Prepares for Transition
Direct Supervisor, Co-Worker,
Replacement
Debriefing on projects and training
replacement. Feeling less engaged
and motivated. Ready for transi-
tion, but may be sentimental about
leaving friends. Needing frequent
check-ins to ensure they stay the
course for a smooth transition.
Provide answers to the following
question: (optional)
How are separating employees
empowered to have a smooth
transition?
Example: Cross-train co-worker(s) to
manage projects until replacement can.
Provide answers to the following:
(required)
List steps to improve the
transition process when an
employee gives notice:
1. _________________________
2. _________________________
Example: Have employee create
a transition project plan to ensure
successful transfer of all projects and
responsibilities. Begin transitioning
immediately.
Completes Separation
Requirements
HR
Feeling overwhelmed. Turning in
company property. Understand-
ing what will happen regarding
their benefits, pay, commissions,
nondisclosure agreements, etc.
Needing clear communication and
documentation they can reference
after they are gone.
Provide answers to the following
question: (optional)
What does the completion
of separation requirements
look like?
Example: Provide a courtesy copy
of their COBRA election notice at
termination.
Provide answers to the following:
(required)
List steps to improve the sepa-
ration process:
1. _________________________
2. _________________________
Example: Provide a packet of the
information they need to know now
and FAQs on information they may
need later, including how to obtain
items going forward, e.g., verification
of employment, past pay vouchers,
W-2s, etc.
EMPLOYEE JOURNEY MAPPING
Engage
Participates in Exit Survey/
Interview
HR
Answering exit survey questions.
Possibly venting. Providing
honest feedback about their
experience. Wondering if anything
they say will change anything.
Wanting to be heard.
Provide answers to the following
question:(optional)
How are exiting employees
providing feedback?
Example: Ask employees to complete
an exit interview or survey.
Provide answers to the following:
(required)
List steps to improve the exit
survey/interview process:
1. _________________________
2. _________________________
3._________________________
Example: Provide reassurance there
will not be repercussions for negative
feedback and explain how exit inter-
view/survey results are used, e.g., is
the data reported on, who sees their
answers, etc.
6
 Engage
CHECKLIST
RECRUIT/FIND/HIRE
Checklist to Improve the Candidate Experience During the Hiring Process TECH TIP
As candidates look, apply for and start new jobs, it can be an exciting and stressful time. Use the following checklist to improve the candidate
experience and provide an easy, expedient and well-communicated hiring experience. With Paycom’s
Talent Acquisition
suite, you can monitor
the entire recruitment/
hiring process in
real time. That can
help you improve the
responsiveness of your
team, show candidates
they’re important and
win top talent.

EMPLOYEE JOURNEY MAPPING 7

 Engage
CHECKLIST
ONBOARDING
Checklist to Improve the New-Hire Experience During Onboarding TECH TIP
New hires want to complete required forms and documents easily and quickly, so they can feel confident and prepared for their first day.
Onboarding is the first impression new hires get of the culture, technology, training resources and team dynamics they can expect. Help them When new hires can
acclimate quickly, engage with their teams and start on a path for long-term success with the following checklist:
fill out their forms
electronically, they
can start the process
earlier and become
contributors faster.
Document and Task
Management and
Employee Self-
Service tools from
Paycom can help.

EMPLOYEE JOURNEY MAPPING 8

 Engage
CHECKLIST
DEVELOP/ENGAGE/RETAIN
Checklist to Improve the Employee Experience TECH TIP
To be engaged, employees need development opportunities, regular two-way communication, clear expectations and career paths. Use the
following checklist to improve your engagement and retention rates by providing a better employee experience for your workforce: Training doesn’t have to be
time-consuming or expensive.
With Paycom Learning, you
easily can create courses with
videos, podcasts and more.
Employees can access them
anytime from a computer or
mobile device.

With Paycom’s Performance

Management solution, it’s
easy to standardize positions,
performance goals and
competencies, which can act
as guideposts for employees
as they grow and advance.

EMPLOYEE JOURNEY MAPPING 9

 Engage
CHECKLIST
SEPARATE
Checklist to Improve the Employee Experience During Separation TECH TIP
Involuntary and voluntary separations can be disruptive and difficult. Treating departing employees with respect and providing a smooth
transition can help diffuse negativity and protect your employer brand. Use the following checklist to improve your termination processes With Paycom’s HR
and the experience employees have as they separate from your organization:
Management suite, you can
reduce the compliance risk
that comes with separation.
And because each tool in
the Paycom system operates
from the same database,
buttoning up an employee’s
file is easier than ever.

EMPLOYEE JOURNEY MAPPING 10