Onboarding & Orientation

Starting a new job can be a stressful experience. New employees need easy access to information about their workplace to help them settle in. This information should be centralised and accessible whenever and wherever they need it. 

Previously, this need was addressed with an employee handbook containing all the ‘useful’ information a new hire might need. However, this handbook was outdated and underutilised. It lacked an owner responsible for keeping it current, and many new employees either never received it or forgot about it, relying instead on their peers for information.

Recognising the need for a better solution, we decided to update the content and create a digital version of the handbook. This digital handbook would be integrated into the employee’s onboarding training plan, allowing them to access it before their first day and get a head start. Additionally, it would be available through the learning management system, a platform they would use daily during their initial weeks at the company.

The digital handbook needed to be easy to navigate, allowing employees to quickly find the information they needed without a delay or unnecessary hassle. 

This course is designed for new starters at the head office, which has over 150 employees. Although turnover is relatively low, with an average of one new starter every two weeks, the demographic is diverse, ranging from 17-year-olds to those nearing retirement. While many new employees join internally and may have prior office experience, this is not always the case.

Employees are recruited based on their behaviours, and it is common for some new hires to have disabilities that require accommodations. Therefore, the digital handbook must be inclusive and accessible, catering to the diverse needs of all new employees.

Feedback from new starters over the past 12 months indicated a strong desire for a digital handbook. Many expressed that it would have been helpful, while others admitted they were embarrassed to ask certain questions, fearing they should already know the answers. To address this, we formed a focus group consisting of five recent new starters and two recruiting managers to participate in the scoping and testing phases.

It quickly became apparent that a traditional ‘linear’ course would not be flexible enough. New employees needed the ability to dive into the course, find the information they needed, and navigate freely between sections.

The design concept for this course was inspired by a mobile phone app drawer. The home screen of the course featured a variety of icons (just like a mobile phone), each linking to a specific section, page, or topic. By clicking on an icon, users are immediately taken to the relevant section, allowing them to access the information they need quickly before returning to the home screen. 

The course does not require completion through quizzes or visiting a set number of slides; it is designed to be accessed as needed, with some employees only visiting a few sections while others may explore it all. The main aim is to provide key information at the employee’s fingertips.

To determine the content for the course, we used the old handbook as a reference and incorporated input from the focus group. They identified topics that needed more clarity for new starters. Subject matter experts were consulted to draft content for each section, ensuring it was concise, factual, and detailed enough for new employees.

We grouped related topics, such as IT, office policies, accessing the office etc., and colour-coded the icons to these groupings for easier identification. The development process followed a standard route: compiling information, storyboarding, proofreading, building a prototype, developing assets and imagery, and bringing everything together. The focus group tested the course, and their change requests, which were minor, due to their ongoing involvement, were incorporated.

The course was launched into the onboarding training plan, and feedback was collected from all new starters over a three-month period.

Based on the feedback and engagement data, the new digital “Office Directory” has proven to be highly effective. Hiring managers have reported that new employees are more knowledgeable and ask fewer basic questions, indicating that the course successfully addresses common queries and concerns. This has not only eased the onboarding process but also allowed new starters to integrate more smoothly into their roles.

On average, new starters revisit the course 2.8 times within their first 14 days of employment. This frequency of use suggests that the course is not perceived as a one-time mandatory piece of training, but rather as a valuable, ongoing resource. New employees are using it to reinforce their understanding and to find information as needed, which highlights its practical utility.

Additionally, feedback from new starters has been overwhelmingly positive. Many have expressed appreciation for the easy navigation and the ability to access specific information quickly. The non-linear design has been particularly well-received, as it allows learners to jump directly to the sections they need without having to go through the entire course.

Overall, the digital handbook has met its objectives by providing new employees with the information they need in an accessible and user-friendly format. It has enhanced the onboarding experience, reduced the reliance on peers for basic information, and contributed to a more confident and informed workforce.

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