A USER EXPERIENCE MODEL OF EMPLOYEE RETENTION
While user experience typically refers to a single product or service, the case of retention is somewhat different. In this situation, an employee or candidate’s entire experience must be considered—starting with the moment a candidate first learns about an organization all the way through the exit interview (though now is a useful time to start thinking of it as a retention interview). Therefore, the “user experience” is actually the combined series of interactions, people, places, and touch-points that define an individual’s engagement with your employer brand. The retention-oriented user experience model should shape all of these.
WHY EMPLOYERS UNDER-INVEST IN A USER EXPERIENCE FOR RETENTION
The tendency to under-invest in retention is often shaped by internal and external factors. Within an organization, much is said about the value of retention, but organizational cultures do not always emphasize this importance in actionable ways. Recruiters, hiring managers and others are left without a workable model for retention, setting the stage for a near-exclusive focus on filling the gaps and addressing near-term pain points.