Gravity Onboarding Experience

Research & Strategy

To understand the onboarding experience of associates from acquired businesses at Capital One. The research aimed to uncover their expectations, needs, challenges, and pain points during their first 90 days, with the ultimate goal of increasing associate enablement and satisfaction.

All data and verbatim responses have been scrubbed to ensure the confidentiality of Capital One and to protect the privacy of interviewees.

Year
2022

Capital One

Responsibilities

  • Led the study plan to gather insights from newly acquired associates.

  • Facilitated interviews, actively listening and documenting detailed notes for analysis.

  • Conducted interview synthesis and contributed to experience mapping.

  • Proposed user journey recommendations based on the findings and previous experiences.

  • Collaborated in retrospectives and working sessions to refine findings and drive deliverables.

Approach

  • Interview Facilitation: Engaged with acquired associates, capturing key insights into their onboarding experience.

    • Active Listening and Note-taking: Ensured comprehensive documentation of interviews for later synthesis.

  • Synthesis and Experience Mapping: Participated in a group synthesis to extract insights, identifying key challenges and proposing a refined onboarding process.

  • Cupcake Method Introduction: Introduced the Cupcake framework to guide problem-solving and align the team on actionable solutions.

Impact

  • Improved team efficiency and clarity by assisting in the creation and mapping of the interview process, ensuring a smoother workflow.

  • Delivered a significantly enhanced second round of interview synthesis, providing deeper insights that supported the final recommendations.

  • Introduced valuable frameworks and methodologies that helped drive informed, actionable solutions within the team.

Result

  • Contributed to the development of a new onboarding framework that addressed key pain points uncovered during interviews, ultimately improving associate satisfaction and enablement.

  • Mentorship Proposal: Proposed pairing acquired associates with "buddies" who had gone through similar transitions, using mentorship to foster cultural acclimation.

    • Successfully advocated for the implementation of mentorship as a key component of the onboarding process, positively influencing the associate acclimation experience at Capital One.