--- title: Use Agent Journey Mapping to Improve the Employee Experience. description: HR Service Centers use customer journey mapping to improve the employee experience in the self-service portal. 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Posted on [November 19, 2017](https://blog.neocasesoftware.com/agent-journey-mapping-experience) by [Jim Watson](https://blog.neocasesoftware.com/author/jim-watson) [Home](https://www.neocasesoftware.com/) > [Neocase Blog](https://blog.neocasesoftware.com/agent-journey-mapping-experience) > **Use Agent Journey Mapping to Improve the Employee Experience.** Customer journey mapping is a widely-accepted practice for improving the Customer Experience.  Journey mapping can also be used to improve the experience of contact center agents. Ryan Patin, a Customer Experience Strategic Consultant at Oracle recently posted “[Journey Mapping Employee Engagement](https://www.linkedin.com/pulse/journey-mapping-employee-engagement-ryan-patin/)” on LinkedIn.  He described how applying journey mapping to the work of call center agents can also improve the experience of their customers. ## Customer Journey Mapping through the Lens of HR Service Delivery Let’s focus Ryan's concept on HR Service Delivery, and more specifically, on how the technology in the service center impacts on the agents’, and thus, the employees’ experience. A large chunk of an HR Service Center’s technology budget is invested in the [design](https://www.ssonetwork.com/human-resources/white-papers/how-design-thinking-can-improve-the-success-of) of the Employee Self-service portal. We want employees to have a great experience when they go to the portal, so we invest the resources to make that happen through careful planning and design, including [customer journey mapping](https://www.interaction-design.org/literature/article/customer-journey-maps-walking-a-mile-in-your-customer-s-shoes). But here’s the thing… A great employee experience doesn’t begin and end with self-service. ## **Agent Journey Mapping inside the HR Service Center** If your HR service center offers telephone support, the phone experience should be on par with that of the portal.  Employees still expect a great experience when they contact your service center by phone*.* But will they get it?  That depends... It depends on the level of effort an agent has to invest to resolve a case, or execute a transaction.  If it’s [easy for the agent](http://learn.intradiem.com/rs/intradiem/images/Intradiem-Coaching-Agents-to-Impact-Customer-Experience.pdf), it better experience for the employee.   The employee can feel it when the agent has to jump through hoops to get the job done.  And this negatively impacts the employee's experience. ## The goal is to make it easy as possible for the agent to serve the customer. So, how do you know what’s preventing the agent’s experience from being an easy one?  I’m glad you asked.  This is where the agent journey mapping comes in.  Starting from the moment when the agent first says “hello.” - How many steps must the agent take to validate the caller, and log the case? - How many clicks? - How much scrolling? - How much typing? - How many screens does the agent have to look at? - How much mental work does the agent have to do, such as interpreting a policy written in arcane language, before they can answer the employee’s question? These actions comprise the agent experience.  If you want to improve employee, you have to make it *easy for the agent* to serve the employee. Agent journey mapping helps you to understand the experience from the agent’s perspective.  Think of each employee request as a mini kayak journey for the agent. That’s right, I did say a kayak journey.  Not a week-long seafaring adventure, but a just short paddle across a shallow narrow river.  But, there are some big rocks on the river bottom.  And you can’t see those rocks from the surface of the water.  But the agents can their effects each time their kayak bumps into one of the rocks. ## Agent Journey Mapping exposes the issues. Mapping the agent journey exposes “the rocks in the river.”  Once you know where the rocks are, you can remove them from the river.  And once the rocks are gone, it’s [easier for the agent](https://www.neocasesoftware.com/white-paper/5-cs-case-management/) to cross the river, or resolve the case. Employees can sense when the agent is having an easier time.   ## Agent journey mapping creates a better agent experience. An agent’s mental and emotional energies can be freed up to engage with the employee on a human level, when technology makes it easier for the HR service center agent to log and resolve a case.   And that translates into a better employee experience. How many rocks do your agents have to navigate around to do their jobs?  And how is that impacting the employees they serve?   Share this post ![Jim Watson](https://blog.neocasesoftware.com/hubfs/JWA.jpg) ##### Jim Watson Jim Watson is a Sr. Solution Consultant for HR Service Delivery at Neocase Software, and has been helping clients improve their Employee Experience, HR Productivity and Service Center Efficiency for over 10 years. He lives on the coast of Maine where he enjoys reading, writing and rowing which inspire his pursuit of the Perfect Service Experience! ### CATEGORIES - [HR Service Delivery (231)](https://blog.neocasesoftware.com/tag/hr-service-delivery-posts) - [Press (34)](https://blog.neocasesoftware.com/tag/press) - [Experience collaborateur (33)](https://blog.neocasesoftware.com/tag/experience-collaborateur) - [Case Management (31)](https://blog.neocasesoftware.com/tag/case-management) - [Self-Service Portal (29)](https://blog.neocasesoftware.com/tag/self-service-portal) - [Product (26)](https://blog.neocasesoftware.com/tag/product) - [Employee Experience (22)](https://blog.neocasesoftware.com/tag/employee-experience) - [Knowledge Base (22)](https://blog.neocasesoftware.com/tag/knowledge-base) - [Best Practices (21)](https://blog.neocasesoftware.com/tag/best-practices) - [Business Process Automation (20)](https://blog.neocasesoftware.com/tag/business-process-automation-posts) - [Digital transformation (15)](https://blog.neocasesoftware.com/tag/digital-transformation) - [Feature (14)](https://blog.neocasesoftware.com/tag/feature) - [Artificial Intelligence (13)](https://blog.neocasesoftware.com/tag/artificial-intelligence) - [Future of HR (13)](https://blog.neocasesoftware.com/tag/future-of-hr) - [Fosway (11)](https://blog.neocasesoftware.com/tag/fosway) - [Partner (11)](https://blog.neocasesoftware.com/tag/partner) - [Employee Journey (10)](https://blog.neocasesoftware.com/tag/employee-journey) - [Employee Relations (10)](https://blog.neocasesoftware.com/tag/employee-relations) - [Events (10)](https://blog.neocasesoftware.com/tag/events) - [COVID-19 (8)](https://blog.neocasesoftware.com/tag/covid-19) - [Employee Document Management (8)](https://blog.neocasesoftware.com/tag/employee-document-management) - [Customers (7)](https://blog.neocasesoftware.com/tag/customers) - [Onboarding (7)](https://blog.neocasesoftware.com/tag/onboarding) - [Neocase HR (6)](https://blog.neocasesoftware.com/tag/neocase-hr) - [EDM (5)](https://blog.neocasesoftware.com/tag/edm) - [Chatbot (4)](https://blog.neocasesoftware.com/tag/chatbot) - [Data Confidentiality (4)](https://blog.neocasesoftware.com/tag/data-confidentiality) - [Manufacturing (4)](https://blog.neocasesoftware.com/tag/manufacturing) - [Analytics (3)](https://blog.neocasesoftware.com/tag/analytics) - [ERM (2)](https://blog.neocasesoftware.com/tag/erm) - [Monthly Updates (2)](https://blog.neocasesoftware.com/tag/monthly-updates) - [News (2)](https://blog.neocasesoftware.com/tag/news) - [Reporting (2)](https://blog.neocasesoftware.com/tag/reporting) - [Webinar (2)](https://blog.neocasesoftware.com/tag/webinar) - [offboarding (2)](https://blog.neocasesoftware.com/tag/offboarding) - [Gartner (1)](https://blog.neocasesoftware.com/tag/gartner) - [Health and Safety at work (1)](https://blog.neocasesoftware.com/tag/health-and-safety-at-work) - [Professional Services (1)](https://blog.neocasesoftware.com/tag/professional-services) - [Quality of work (1)](https://blog.neocasesoftware.com/tag/quality-of-work) - [Shared Cervice Center (1)](https://blog.neocasesoftware.com/tag/shared-cervice-center) - [Success Story (1)](https://blog.neocasesoftware.com/tag/success-story) - [What is..? (1)](https://blog.neocasesoftware.com/tag/what-is) - [Workday connector (1)](https://blog.neocasesoftware.com/tag/workday-connector) See all ## See the Power of [HR Service Delivery](https://info.neocasesoftware.com/book-demo?hsLang=en) [Book a demo now](https://info.neocasesoftware.com/book-demo?hsLang=en) Blog articles you don’t want to miss directly in your inbox What is Neocase and how does it help HR teams? Neocase is a cloud-based HR service delivery platform that automates HR processes, improves employee experience, and optimizes shared service center operations. It helps HR teams reduce manual tasks, increase efficiency, and deliver faster, more personalized services. What are the main features of Neocase HR solutions? Neocase offers a wide range of features, including: - **Case Management** for handling employee requests efficiently - **Knowledge Base** for self-service and quick answers - **Document Management** for secure storage and compliance - **Employee Self-Service Portals** for easy access to HR services - **AI-powered Automation** to streamline workflows and reduce response times - **Reports and Analytics** to monitor HR performance and manage key indicators. Can Neocase integrate with existing HR systems like SAP SuccessFactors or Workday? Yes. Neocase integrates seamlessly with leading HRIS platforms such as SAP SuccessFactors, Workday, and others. These integrations ensure smooth data exchange and process continuity without disrupting your existing HR ecosystem. How does Neocase ensure data security and compliance? Neocase is ISO 27001 certified and fully GDPR compliant. The platform uses secure cloud architecture, encryption, and strict access controls to protect sensitive HR data and maintain compliance with global regulations. Is Neocase suitable for global organizations and multi-language environments? Absolutely. Neocase supports multi-country deployments, multiple languages, and localization features, making it ideal for global organizations with diverse workforces. How can I request a demo or learn more about pricing? 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