Feb 4, 2019
Imagine the challenges of being a new bus driver and having to learn the routes through a busy city like Sydney. In Tanya Lau’s words “It’s very high pressure, and you've also got to deal with customers as well and learn everything there is to know about that job on the spot.” Transport New South Wales had been seeking solutions to alleviate the stress of route familiarisation on drivers and reduce the business impact. Tanya discusses how she adapted journey mapping from the product and service design domain, to create a visual narrative of the first 6-12 months of a driver’s experience.
Producer: Amanda Ashby
Guest: Tanya Lau
Using Employee Experience Journey Mapping to Identify and Target Learning and Performance Issues – Part 1 (What & Why) https://bit.ly/2igRbRz
Using Employee Experience Journey Mapping to Identify and Target Learning and Performance Issues – Part 2 (How) https://bit.ly/2PgLJgP
Are you Meeting All Five Moments of Learning Need https://bit.ly/2QwbTwk