In Their Shoes
Susan Schneider
© 2015 plus relocation all rights reserved. CONFIDENTIAL.
Experience Design
Both an art and a science. You can design and
manage every interaction touch point in an
integrated fashion. You can deliver an
unparalleled or unrivaled experience, but you
can’t do it from your current vantage point.
© 2015 plus relocation all rights reserved. CONFIDENTIAL.
Transferee Personas
Detailed Focused
Emotive User
Trust Based

Needs to know everything
will be ok

Needs to know what is
happening at all times

Needs to know that someone
is doing it “right”

Trusts that we will take
care of them and their
family

Prefers to “own” and track
their move piece by piece

Has a higher than average
tolerance for uncertainty

Protects the their families
interests by requesting access
to all information

Doesn’t need to actively
engage with details


Wants to know what to expect
Wants to focus on the things
that are more important than
their move

Wants to feel “heard”

Uncertainty is more
complex than just logistics
of their move
© 2015 plus relocation all rights reserved. CONFIDENTIAL.
Understanding the Customer Journey
Getting Into Their Shoes
What are the major parts of the process from
beginning to end?
What interactions do you have with your
contact during each phase?
What is the level of stress?
What is the actual pace and what is the
ideal pace?
What is the customer thinking and feeling
during each phase?
What does the customer need during
each phase?
© 2015 plus relocation all rights reserved. CONFIDENTIAL.
Pre-decision
• Review needs assessment
• Review family information, departure status and moving needs
• Respond to questions and be a resource on moving in general, specific
concerns and possible benefits
• Provide a cost estimate
I’m excited for the change in scenery
and the new opportunity in California! I
was a little nervous about the move,
but the kids reacted so well; I think this
is the right choice for our whole family.
© 2015 plus relocation all rights reserved. CONFIDENTIAL.
5
Planning
• Review all benefits
• Provide info regarding communication, tools and processes
• Coordinate connections to other key players and partners
I guess I didn’t realize all of the
different steps that go into moving. We
have already spoken with an agent in
Hopkinton, our household goods
coordinator and an agent in Santa
Clara. I am just hoping that we find a
place we love in California that fits
within our budget.
© 2015 plus relocation all rights reserved. CONFIDENTIAL.
6
Moving
•
•
•
•
Confirm plans for chosen services
Confirm final details
Continue scheduled check-ins
Respond to employee questions
It’s been hard to manage the different
pieces of the home sale from
temporary housing. We are starting to
miss having more space and I want my
favorite reading chair back! We need to
close on the house in Hopkinton before
we move forward, but the market in
Santa Clara moves so fast.
© 2015 plus relocation all rights reserved. CONFIDENTIAL.
7
Adjusting
•
•
•
•
Confirm delivery of services and address any claims issues
Discuss benefit utilization and any tax-related impacts
Continue scheduled check-ins
Respond to employee questions
I am so happy that we were able to find a
home within our price range and the
school search we had during temporary
housing really paid off- we were able to
find a home in the school district we really
wanted! Now it’s time to gear up for the
school year again and figure out the public
transportation around the Bay area.
© 2015 plus relocation all rights reserved. CONFIDENTIAL.
8
Settled
• Discuss expiration of approved benefits
• Determine if anything can be done to assist the employee in feeling settled in
their new location
• Provide online satisfaction survey
We are loving our neighborhood and
the kids can’t get enough of the
eternal summer. I am so happy that
we made the move!
© 2015 plus relocation all rights reserved. CONFIDENTIAL.
9
Improving the employee experience
Start Doing
Identify simple things that you can implement to enhance the
experience of the relocating employee.
Stop Doing
Evaluate your current practices. Are there things that you are
doing that are not necessary or may need to be adjusted to
provide a better experience?
© 2015 plus relocation all rights reserved. CONFIDENTIAL.
Thank you!
© 2015 plus relocation all rights reserved. CONFIDENTIAL.