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Journey Map — New-Hire Onboarding, Offer to 90 Days

A remote senior engineer from signed offer to the 90-day review: day one without repository access is computed as the moment of truth at −2 carrying 3 of 7 pain points, the offer and the 90-day review share a TIED +2 peak, and the sharpest drop is the 3 points into a silent pre-boarding month. Fictional employer and figures.

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CUSTOMER JOURNEY MAPNew-hire onboarding — Calloway, offer to 90 daysRemote software engineer joining a 300-person health-tech scale-upSWPERSONASam WhitfieldSenior backend engineer, fully remoteGOALShip something meaningful in the first monthNEEDSA working laptop on day one · A clear first project · Someone to ask“I want to be useful, not just busy.”MOMENT OF TRUTHDay one−2 · Frustrated · stage 3 of 6PEAKOffer accepted & 90-day review+2 · 2 stages tie (1 and 6)PAIN POINTS7most at Day one (3)AVERAGE EMOTION+0.3starts +2 · ends +2 · 6 of 6 scoredBEFORE DAY ONEFIRST WEEKSSETTLING IN1Offer acceptedWeek −42Pre-boardingWeeks −4 to 03Day oneDay 14Week oneDays 2–55First monthWeeks 2–4690-day reviewDay 90ActionsWhat they doSigns the contractGets a welcome call from themanagerCompletes right-to-work andpayroll formsWaits for the laptopJoins the welcome callSpends the afternoon waiting foraccessPairs with a buddyFixes a small bugTakes on a featureShadows on-callReviews goals with the managerGives onboarding feedbackTouchpointsWhere it happensE-signatureEmailManager callHR portalCourierEmailVideo callIT helpdeskSlackBuddyPull requestSlackSprint planningRunbooksWikiOne-to-oneSurveyThoughtsWhat they think and say“Great first impression.”“Silence for three weeks — havethey forgotten me?”“Six hours in and I still can'tsee the code.”“My buddy is brilliant — finallymoving.”“Half the runbooks are out ofdate.”“I shipped the feature andpeople noticed.”EmotionHow it feels+2+10−1−2+2ExcitedPEAK−1Uneasy−2FrustratedMOMENT OF TRUTH+1Encouraged0Mixed+2ConfidentPEAKPain pointsWhat gets in the wayNO PAIN POINTS2 PAIN POINTSNo contact between contractand day oneLaptop dispatch date unknown3 PAIN POINTSRepository access needs threeseparate approvalsHelpdesk queue of two daysNo first-day agendaNO PAIN POINTS2 PAIN POINTSOutdated runbooksArchitecture knowledge only inpeople's headsNO PAIN POINTSOpportunitiesWhat we could changeSend the 30-day plan with thecontractWeekly pre-boarding email froma named buddyLaptop tracking linkAccess pre-approved by rolebefore day oneDay-one agenda in the calendarGood-first-ticket label onstarter workRunbook review as part ofevery incidentTurn each cohort's feedbackinto the next checklistOwner & metricsWho acts, how we measureTalent acquisitionOffer to signature 3 daysPeople operationsLaptops delivered before dayone 71%ITTime to working repositoryaccess 2.4 daysEngineering managersFirst merged change in weekone 58%Platform engineeringRunbooks reviewed in the last90 days 34%People operations90-day retention 96%Onboarding eNPS +32JOURNEY INSIGHTSMoment of truth: stage 3, “Day one”, at −2 (Frustrated) — the lowest point on the curve, carrying 3 pain points.Peak: “Offer accepted” and “90-day review” share the high point at +2.Pain points per stage: Offer accepted 0 · Pre-boarding 2 · Day one 3 · Week one 0 · First month 2 · 90-day review 0 — 7 in total, most at “Day one” (3).Sharpest drop: “Offer accepted” → “Pre-boarding”, −3 points (+2 to −1).Average emotion +0.3 over 6 scored stages; the journey starts at +2 and ends at +2.8 opportunities across 6 stages; every stage with a pain point has at least one opportunity against it.Illustrative example: Calloway is a fictional employer; the persona, quotes and figures are invented for demonstration.

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title "New-hire onboarding — Calloway, offer to 90 days"
subtitle "Remote software engineer joining a 300-person health-tech scale-up"
note "Illustrative example: Calloway is a fictional employer; the persona, quotes and figures are invented for demonstration."

persona "Sam Whitfield"
  role: Senior backend engineer, fully remote
  goal: Ship something meaningful in the first month
  needs: A working laptop on day one | A clear first project | Someone to ask
  quote: "I want to be useful, not just busy."

phase "Before day one"
stage "Offer accepted"
  time: Week −4
  actions: Signs the contract | Gets a welcome call from the manager
  touchpoints: E-signature, Email, Manager call
  thoughts: "Great first impression."
  emotion: +2 Excited
  opportunity: Send the 30-day plan with the contract
  owner: Talent acquisition
  metric: Offer to signature 3 days

stage "Pre-boarding"
  time: Weeks −4 to 0
  actions: Completes right-to-work and payroll forms | Waits for the laptop
  touchpoints: HR portal, Courier, Email
  thoughts: "Silence for three weeks — have they forgotten me?"
  emotion: -1 Uneasy
  pain: No contact between contract and day one | Laptop dispatch date unknown
  opportunity: Weekly pre-boarding email from a named buddy | Laptop tracking link
  owner: People operations
  metric: Laptops delivered before day one 71%

phase "First weeks"
stage "Day one"
  time: Day 1
  actions: Joins the welcome call | Spends the afternoon waiting for access
  touchpoints: Video call, IT helpdesk, Slack
  thoughts: "Six hours in and I still can't see the code."
  emotion: -2 Frustrated
  pain: Repository access needs three separate approvals | Helpdesk queue of two days | No first-day agenda
  opportunity: Access pre-approved by role before day one | Day-one agenda in the calendar
  owner: IT
  metric: Time to working repository access 2.4 days

stage "Week one"
  time: Days 2–5
  actions: Pairs with a buddy | Fixes a small bug
  touchpoints: Buddy, Pull request, Slack
  thoughts: "My buddy is brilliant — finally moving."
  emotion: +1 Encouraged
  opportunity: Good-first-ticket label on starter work
  owner: Engineering managers
  metric: First merged change in week one 58%

stage "First month"
  time: Weeks 2–4
  actions: Takes on a feature | Shadows on-call
  touchpoints: Sprint planning, Runbooks, Wiki
  thoughts: "Half the runbooks are out of date."
  emotion: 0 Mixed
  pain: Outdated runbooks | Architecture knowledge only in people's heads
  opportunity: Runbook review as part of every incident
  owner: Platform engineering
  metric: Runbooks reviewed in the last 90 days 34%

phase "Settling in"
stage "90-day review"
  time: Day 90
  actions: Reviews goals with the manager | Gives onboarding feedback
  touchpoints: One-to-one, Survey
  thoughts: "I shipped the feature and people noticed."
  emotion: +2 Confident
  opportunity: Turn each cohort's feedback into the next checklist
  owner: People operations
  metric: 90-day retention 96% | Onboarding eNPS +32