EXPERIENCE MAPPING FOR CUSTOMERS

EXPERIENCE MAPPING FOR CUSTOMERS

Intro How to act upon an LDA result? How to personalize a customer journey and foster the leadership qualities development? This booklet aims to map our customer journey in 4 main stages. Each stage suggests you actions that can be taken from AIESEC or Enablers side to personalize the EP s leadership journey based on the LDA. The phases approached in the following content are: approved, realization phase 1 (first 25% of internship), realization phase 2 (middle 50%), and realization (last 25%), and completed. Table of Contents Overview Approved RE - Phase 1 RE - Phase 2 RE - Phase 3 Complete - Reintegration

Approved It s the moment of the experience where our customer has a confirmation of what opportunity he is experiencing. In this stage, our goal is to work on how best onboard the EP on the experience before realization and how to prepare enablers to support a leadership journey. RE Phase 1 This stage stands for the first sprint of work of the EP in the host country. It corresponds to the period from realization up to the first 25% of the whole internship time. RE Phase 2 This stage is focused on the moment of biggest performance of the EP. It stands for the middle 50% phase that takes the majority of time of the internship. RE Phase 3 This stage stands for the last sprint of work of the EP in the host country. It corresponds to the period from 75% after realization up to the end of the experience (last 25%). Complete Reintegra=on It s the stage which EP is done with the experience and is able to learn what other opportunities AIESEC offers.

AIESEC Enablers Approved RE Phase 1 RE Phase 2 RE Phase 3 Complete Reintegra=on Digital Environment for EP Community OPS and IPS Based on LDA Project Evaluation + Feedback 2nd LDA Action Space Reintegration Enablers Booklet First Day of work for EP Reporting and Recommendations Experience Evaluation Prep Package for Enablers Enablers Involvement Recognition Supervisor & Education Cycle

APPROVED Digital Environment for EP Community Enablers Booklet Prep Package for Enablers It s the moment of the experience where our customer has a confirmation of what opportunity he is experiencing. In this stage, our goal is to work on how best onboard the EP on the experience before realization and how to prepare enablers to support a leadership journey.

Digital Environment for EP Community One powerful tool that supports EP s experience is the direct contact with other interns (specially from same country or that will work in the same enabler). This contact acts as a support system for the EP and improve the cultural induction process. In order to facilitate this global networking even before the experience starts, it is suggested to provide an online platform which will allow them to communicate and prepare themselves based on shared previous experiences. This environment can be the place which has the interns in the same company or in the same city/country with the contact informations and spaces for the Q&A and experience sharings. EXAMPLES Facebook Group for EPs going to same en=ty / similar projects Chat Forum / Discussion Group

Enablers Booklet One of the stakeholders that plays a very important role in the journey of our EPs are enablers. Yet, AIESEC engages with a very different range of Enablers (ONGs, Schools, Startups, Multinationals ), so how to make sure that all of them are prepared to support our EP s outer journey? Find it on aies.ec! The Enablers Booklet is a very powerful tool to prepare our enablers on how to provide a leadership journey to our EPs and how to personalize it according to the LDA. Of course you can personalize your booklet, yet, what are the basic content of the ideal Enabler Booklet? Pre Realization Responsibilities: Visa Responsibilities; How to engage the EP and prepare him/her before realization; Online tasks and researches that can be executed by the EP; Definition of communication channels and frequency; Define the Intern s mentor. Post Realization Responsibilities: How to plan Goal Setting for an AIESEC intern; What are the LDA activities that can be hosted in the enabler; How to host a feedback loop for an AIESEC intern; How to plan a project execution and evaluation; Minimums and responsibilities from AIESEC, Enabler and the EP.

Prepara=on Package for Enablers How can we engage our customers in the internship before realiza=on? Here you will find a checklist that the Enabler can provide to the EP before the arrival in order to ensure a smooth transition and a better communication: Information about the enabler s environment, culture, rules, values; Enabler s external opportunities (programmes of development, CSR activities, events); Informations about the induction period; Functional preparation that the EP needs to have before arrival if is the case; Future perspectives/plans of the Enabler; Area where the intern will work and if the case what is the impact expected; Virtual touchpoint intern & mentor assigned from the company; Facilitate the contact with other interns.

RE - Phase 1 OPS and IPS Based on LDA First Day of work for EP Enablers Involvement This stage stands for the first sprint of work of the EP in the host country. It corresponds to the period from realization up to the first 25% of the whole internship time. Supervisor & Education Cycle

OPS and IPS Based on LDA Preparation Seminars have an important role on the EP s journey. How to deliver a proper OPS & IPS? OPS: The OPS needs to be shaped by the LDA results of the EP in order to have a clear road map for development of the lacking qualities. This seminar can be delivered by both online and physical activities. It also needs to include the goal setting for the action steps that EP will take with the help of AIESEC in order to develop the specific quality. IPS: The Incoming preparation seminar is a follow up that complements the OPS. Both sets of spaces should be shaped depending on the country s culture and the result of the EP s LDA, be it in virtual or physical space. Find all the resources on aies.ec!

Hacking EP First Day at Work The first day/week of work of the EP in the new environment it s very important in order to facilitate the experience in the upcoming months. How to hack the first day of work? There are two sets of touch-points to take in consideration: the first one is regarding the interactions with the main supervisor responsible for the EP, second one is related to the formal presentation of the EP to a big range of stakeholders that he/she is having contact with (being the team, sector, etc). SUPERVISOR JD rechecking; Goal, milestones & KPIs for the project; Feedback space definition; Define Education Cycle provided from Enabler; Set communication channels and frequency. AIESEC TEAM Deliver a personal presentation and goal setting of the internship; Prepare presentation about the enablers market in the home country and bring trends and good cases practices from external environment; Deliver presentation on the cultural level bringing main aspects of home country s working style.

Enabler s Involvement Most of the EP s journey happens under the enablers environment. Therefore the engagement of this stakeholder is key factor of success on how to personalize an EP journey. How to increase the role that the Enabler plays in the leadership development journey of the EPs? 1.By setting clear goals in the beginning of the experience regarding EP s role; 2.By supporting the EP s achievement of goals and giving the tools for performance; 3.Hosting spaces to recheck it constantly be it through reporting, feedbacks or others There are 2 sets of activities that should be defined and tracked from Enabler & AIESEC to support the execution by the EP: JOB DESCRIPTION ACTIVITIES: Here are the activities related to the job descriptions of the Opportunity Portal and support the professional development of the EP. LD ACTIVITIES: The activities that support the development of specific Leadership Qualities that the EP aims to develop.

Enabler s Involvement - JD Execution An important factor of success for our customers and enablers is to have clear activities and measurements/milestones achieved by the end of the experience. Therefore, when defining the activities that will be performed by the EP, it s important to define how the success of the project will be measured depending on the Job Description. This is also a way to generate information for Brand Advocacy phase. EXAMPLES Sales Internship in GT have as KPIs: # Sales meetings; # Partnerships; % Conversion rate (sales meetings /partnerships). Gender Equality Internship in GV have as Milestones: # Workshop holded #of working hours per week # of initiatives/campaign# of testimonials collected % of increased reach for the project/ NGO.#Events awareness campaign done

Enabler s Involvement - LDA Activities After the EP defines his/her personal LD qualities goal, AIESEC should host a space between EP and Enabler in order to define what activities can be executed by the EP in order to steer the development of this qualities. FOR EXAMPLE Solu=on Orienta=on: Working with case solving or complex projects that can support the success of the enabler; Defining a bigger goal where the EP should look for different solutions on how to achieve it; Engaging with different areas and contributing to common goal. Empowering Others: Leading a Team; Engaging with different sectors; Take part of roles that communicate with local stakeholders.

Enabler s Involvement - LDA Activities FOR EXAMPLE Self Awareness: Suggest new activities to embed in the project based on EP s strengths; Having a mentor to support career planning; Facilitate the contact of the EP with different sectors in order to explore and practise his/her passions. World Ci=zen: Develop a political and economic analysis of home & host country, identifying the main sector s bottlenecks and proposing good practices sharing and solution from its home country; Suggest actions that can support local society and engage colleagues/enabler in the execution of it; Hold discussion groups about main global issues and defining actions on how individuals can take action towards it.

Enabler s Involvement - LDA Activities Here is a sample framework for this:

Supervisor & Educa=onal Cycle One important support system for the EP inside the enabler is the role of the Supervisor. This person is assigned based on background, experiences and role that plays inside the Enabler. The role of the Supervisor to educate, coach and supervise the intern in the daily activities. How? Create and track the goal setting; Create and offer the educational cycle; Evaluation meetings; Constant coaching spaces; Give access and provide informations about development opportunities inside or outside the enablers.

RE- Phase 2 Project Evaluation + Feedback This stage is focused on the moment of biggest performance of the EP. It stands for the middle 50% phase that takes the majority of time of the internship.

Feedback Frame Defini=on Constant feedback is a very important tool to, not only improve experience of stakeholders, but facilitate self awareness of the EP. Therefore it s suggested that AIESEC, EP and Enabler define a frame of feedback to support a successful execution of this practice. The topics that should be defined between stakeholders are: Interface: clear interface definition based on stakeholders. Example: Enabler to EP; Enabler to AIESEC; EP to Enabler; EP to AIESEC; AIESEC to EP; AIESEC to Enabler. Frequency: how often each interface feedback should happen. It s suggested to hold at least bi-monthly feedbacks spaces. Channels: It s not necessary to hold only one to one meetings. Feedbacks can also be hold by virtual platforms, like reports, calls, etc.

RE- Phase 3 2nd LDA Action Space Reporting and Recommendations This stage stands for the last sprint of work of the EP in the host country. It corresponds to the period from 75% after realization up to the end of the experience (last 25%).

2nd LDA by Hos=ng En=ty Objective Outcome for EPs Touchpoint/Method Provide the EP with a space to reflect on his experience and compare his LDA results before & after. For EP to plan what they want to do next I feel self aware towards myself and what I really want to do after this experience. I learned a lot from this experience and I believe it will help me in my near future - Individual touchpoint (One to One) - LEAD Space for EPs before coming back to their home country. - Virtually Flow: 1. Self-Reflection Space 2. Compare both LDA Results & reflect on the changes and reasons of it. 3. Future Actions (What am I bringing home from my experience.

Repor=ng and Recommenda=ons Right before the XP is Completed, the Enabler has to provide a report on EPs Performance. Enablers can write the report with this framework; Knowledge: Technical concepts/methods/procedures/company s values-ethics Quality: accuracy, completeness, detail orientation Quan=ty: time management, productivity Communica=on skills: written and oral Interpersonal Abili=es: with clients, co-workers, managers Adaptability: adjustment to DDL, routine, process Evaluation has to be based on a scale and accompanied by a comment. Report has to be sent to the EP before he/she leaves hosting entity, as well to the sending entity. Report may be accompanied by Recommendation Letter and colleagues reports

COMPLETE - Re-integraKon Reintegration Experience Evaluation It s the stage which EP is done with the experience and is able to learn what other opportunities AIESEC offers. Recognition

Reintegra=on The objective of the Re integration seminar is to make completed EPs aware about the change that happened during their experiences and how they can go through other products or opportunities. It has to include these elements at least; LDA Reflection spaces (LEAD) Brand Advocacy / Feedbacks AIESEC opportunities (Products) Next steps Find all the resources on aies.ec!

Experience Evalua=on According to the Enablers Involvement Framework above, use the space at complete to review what the EP has learned and developed and achieved according to the plans at the beginning of the experience.

Recogni=on It s the recognition/appreciation coming from the other EPs and the employers in order to show the impact that EP had inside the organization and with teammates. This can be sent as an e-mail or as LinkedIn recommendations which part of Brand Advocacy and can be merged with the Re-integration opportunities.