By Flora Chan

How did design thinking practice get started from “Staff Onboarding” at Telstra?

In this video of Design Thinking Crafting the Employee Experience, David Chung shared how Design thinking has helped Telstra Australia.  This leading telecommunications and information services company has significantly enhanced its new employee onboarding experience easily.

Telstra Telecom hired thousands of employees annually.  They were required to put through weeks of classroom training for multitude of systems, products and pricing schemes before go-live to their workplace.  Statistics showed that more than 50% of staff left before completion of the unappealing onboarding program.

The company adopted a simplified approach to minimise information complexity and improve the efficacy of its onboarding experience.  This novel arrangement developed after the use of the 5 Design Thinking Tools; they are Empathy Interviews, Ethnographic Research, Synthesis & What If, Prototyping and Visualisation.

Telstra further re-designed a new employee “90-Day” onboarding program based on four pillars; Join, Learn, Contribute & Grow.

Going through the process has allowed Telstra to launch a highly revitalised onboarding experience that is personalised, encourages active learning and participation, and celebrates growth and contribution.

Telstra Telecom has now extended design thinking approaches to drive change management, leadership development, enhance HR services experience and employee development programmes.

For more, please check it out!