E6S-173 TALE(n)O - CX for the Job Seeker - Part 1

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Intro:  Welcome to the E6S-Methods podcast with Jacob and Aaron, your weekly dose of tips and tricks to achieve excellent performance in your business and career.  Join us as we explore deeper into the practical worlds of Lean, Six Sigma, Project Management and Design Thinking.  In this episode number 173, "CX for Job Seekers - Part 1" we say "TALE(n)O!" as we outline the typical customer journeys for job seekers, and how they are neither good for the candidate nor for the hiring manager.  If you're just tuning in for the first time, find all our back episodes on our podcast table of contents at e6s-methods.com. If you like this episode, be sure to click the "like" link in the show notes.  It's easy.  Just tap our logo, click and you're done. Tap-click-done!  Here we go. http://bit.ly/E6S-173 Leave a Review! http://bit.ly/E6S-iTunes



***CX for Job Seekers - Message to HR: TALE(n)O***                                                                            

Objection 1:  Everyone else does it this way

Counter 1: Never good reason to do anything.  Challenge the status quo and ask, "why?"

Objection 2:  We paid for those options, so we turn them on

Counter 2: Many software companies sell on their "bells an whistle" feature capabilities that may seem exciting, but are rarely useful. And they only make sense for the HR person, who is NOT the customer of this process.  The more information you take, the more you need to manage, the less valuable/reliable it is, and the more security you will need on your database.

Objection 3:  These are standard-required information everyone must provide for EEO purposes  

Counter 3: Challenge this.  Some information is required by law.  But is it required for ALL candidates, or just the one you hire?                                                                          


I            What the job seeker experience is like using these systems              

a.       Consider these Job Seeker Personas (made using Xtensio free templates)

b.      Anthony

i.      High D, High C Personality

ii.      Career Driven

iii.      Entrepreneurial

iv.      Tests his boundaries -ask for forgiveness

v.      Frustration with process and status quo

c.       Gerald

i.      High C, High S

ii.      Process Oriented

iii.      Perfectionist

iv.      Loyal & Compliant - asks for permission

v.      Slow and Steady

d.      Customer Experience Map     

i.      Search for job postings>>Find job posting fitting qualifications>>Read job description>>Customize resume>>Draft custom cover letter>>Hit the Apply Button>>Upload Resume>>Copy/Paste Cover Letter>>Fill out name and address>>Add Education>>Add Work experience>>Starting & End Dates            Starting & Ending Salary>>Reason for leaving>>Supervisor Names & Telephone Number>>Add Certifications>>Certification Year>>Certification Number>>Add References>>Current Salary>>Desired Salary>>Desired Locations/Relocation>>Minimal qualification questions>>Race/Ethnicity Questions>>Veterans Status>>Disability status>>Electronic Signature of Accuracy>>Confirmation Email>>"Application Experience" Survey>>Wait…….>>Wait….>>Wait….>>Process Ends  

Click image for full view HTML file of all job Seeker  Customer Journeys Maps

Click image for full view HTML file of all job Seeker  Customer Journeys Maps

1.      How would unemployed Anthony or Gerald fair on this journey?

a.       Anthony starts optimistic, but gets frustrated with the process.  Has a negative for the majority of the process.  Happy to get a call, but doesn't make up for the experience. He's not interested in giving feedback on the survey. Not enough value for his time.

b.      Gerald start negative, still overwhelmed that he's lost his job.  he continues to be negative until he gets to share his expertise. He's ultimately very happy to get a call, but his overall experience is negative. Normally, he'd fill out the survey, but he needs to focus on finding a job instead.

2.      CJM Anthony or Gerald if employed, but looking?

a.       Anthony starts neutral, but ends very negatively. By the end of the process, he's not sure he wants the job. He's not interested in giving feedback on the survey. Not enough value for his time.

b.      Gerald starts off skeptical, feeling guilty for looking elsewhere. He has a relatively neutral/positive experience for most of the journey, but get uncomfortable with the questions he believes ask too much, making the whole experience feel a bit disloyal. He begrudgingly completes the feedback survey, hoping it will help someone in the future.


Outro: Thanks for listening to episode 173 of the E6S-Methods podcast.  Stay tuned for episode 174, for part 2 of "CX for Job Seekers."  Don't forget to click "like" or "dislike" for this episode in the show notes. Tap-click-done!  If you have a question, comment or advice, leave a note in the comments section or contact us directly. Feel free to email me "Aaron," aaron@e6s-methods.com, or on our website, we reply to all messages.  If you heard something you like, then Clammr, and share it.  Didn't like what you heard? Join our LinkedIn Group, and tell us why.  Don't forget you can find notes and graphics for all shows and more at www.E6S-Methods.com. "Journey Through Success. If you're not climbing up, you're falling down."    Leave a Review! http://bit.ly/E6S-iTunes


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