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HubSpot- New Employee Onboarding

Providing a "one-stop-shop" experience for new hires throughout their  full cycle of onboarding.

Disclaimer

Unfortunately, due to confidentiality reasons, I cannot share a bulk of my work that I have done or am currently doing at HubSpot. For now, you'll have to trust that, as the lead designer, I am doing quite a lot during my time here.

Overview

We aim to create a ‘one stop shop’ experience so that new hires can take all necessary actions and prepare for their first day/week in one page from the moment they sign their offer letter. Additionally, this experience reduces onboarding friction many departments face especially as our onboarding classes continue to grow in size.

The Problem

My team and I received a lot of feedback from teams that partake in the new hire onboarding process. As our onboarding classes get bigger, the points of friction have also scaled to larger capacities and intensities to the point the our onboarding teams are unable to get back to new hires in a timely sensitive manner (or get back to them at all). The result can be anywhere from having to postpone the new hire's start date, new hires unable to proceed with their onboarding due to their problems not being addressed immediately, or onboarding teams experiencing a new level of burn out. Additionally, we drew the findings of our processes not being inclusive to various groups of people from the Candidate Experience project so we wanted to ensure that we were actively thinking about this piece and solving for unique problems thoughtfully.

Research

From the beginning of this project, we knew we would be solving for both new hires and onboarding teams so I conducted user interviews with both parties to learn about their experience and see possible opportunities where we can "kill two birds with one stone". Through these interviews, we learned that many of the pain points for both parties came either prior to their first day or their first 2 days of onboarding.

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I also did competitive research to see if there were other platforms or companies doing what we aimed to do (the answer is no).  

Exploring Big Opportunities

How can we ensure psychological safety to our new hires? What can we change about our current process that would solve for a number of problems both parties are facing? Is there a way we can automate processes to ensure new hires are able to start on their given start date? What are the consequences we face if we don't solve for pain points the onboarding teams encounter?

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These are the types of questions my team and I discussed in core meetings and in calls with the onboarding departments. This helped us prioritize the most important features and workflows for the MVP product and to keep a list of future features we would want to bring into this space over the next few months and years. Additionally we were able to learn about certain restrictions we faced as a company and some edge cases (that are becoming not so edge cases due to massive hirings) we should start to think about before they snowball into a bigger, larger problem.

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We generated a lot of ideas and concepts from our brainstorming workshops before landing on a solution. 

The Solution

Again, I cannot talk about the key findings and the actual solution we landed on. However, I can highlight some of the work I did. 
Note: You may notice that this section is close to identical as my Candidate Experience project. That is because these two projects are very closely related but, for the sake of organization, I have split it up on my portfolio.

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  • Scoped the requirements of this product and organized conversations with relevant teams to cross functionally collaborate to ensure we are delivering a wholistic experience that has little to no friction.
     

  • I led the entire design process, which not only consisted of user interviews with end-users, multiple design iterations, and usability testing but also synced with various stakeholders for road mapping and requirement gathering, driving strategic vision of seamless workflows for recruiting and people operations departments. 
     

  • Responsible for navigating conversations and gathering requirements in regards to making this experience truly inclusive and move away from "one-size-fits-all" process.
     

  • Decreased the amount of manual work on the onboarding teams' end that went into engaging with a new hires about time sensitive action items.

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While I would be delighted to show my designs and talk more in-depth about my key findings and solutions, I hope my explanation were helpful! If you would like to learn more about this projects, please do not hesitate to reach out.

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Reflections

Along with the Candidate Experience project, this has been one of my favorite projects to work on! I love how this team and I care about being inclusive in any future products we build and I feel honored to have navigated sensitive topics that will be assist our goals in building inclusive processes, not just inclusive products. 

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Something that I was reminded of when working on this project is how HubSpot truly cares about external folks but they also care deeply about their current employees, which is how many of the projects I've led came to be! 

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