Onboarding: Update Your Approach with Human-Centered Design Rachel Meredith, Manager, Deloitte Services LP Mary Sheridan-Marmura, Manager, Deloitte Services LP

World-class new hire experience Our ‘why’ for transforming the Welcome to Deloitte (W2D) new hire experience World-class new hire experience Growth

Human-centered design approach DISCOVER DEFINE DEVELOP DELIVER Annual volume of new hires has doubled, yet resources to deliver orientation are in shorter supply The businesses have deployed new talent models, while national focus is limited to the historical few We have an opportunity to further leverage technological advances around social, mobile, and analytics Deloitte University opened its doors, setting a new standard for exceptional customer experiences High annual travel costs Fewer new hires feeling job ready Frequent last-minute requests for facilitators and leaders Designed for campus hires when over 50% of hires join with experience Technology and resource delays for 20% of experienced hires Greater than 50% of orientation time spent on administrative tasks Problem framing Research Synthesis Reframing Ideate Refine Prototype Test Present

Our journey and human-centered design methods in action 2016 2017 2018 Operational Pilots Hack the Experience Dashboards and Analytics DLaunch Lab DStart App Greenhouse Case for Change Governance Design Thinking Session Prioritization Pilot Execution Tiered Pre- Hire Support Scale DLaunch Select milestones to discuss and relevant HCD methods

Guidelines and lessons learned Invite the Learner to the party Set aside obstacles and ask “How might we?” Curate stories and empathize Adopt a bias for action ─ Fail fast Explore new twists on existing ideas Focus on the experience and broaden the scope Exaggerate your goals and celebrate success

Your turn! How might you get started? Identify a challenging problem that exists in your world Frame design challenges as questions Engage with learners to empathize and reframe

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