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Customer Journeys

Journey/Persona design to rebuild onboarding

There was a desire to not only onboard to the role, but also to the company brand.

Arm develops technologies which touch more than 70% of the worlds population. Our aim was to capture the fact that when you work with great people - those with incredible potential - then everything they do will make billions of lives better and turn this into an Arm unique experience that ensures a consistently exceptional, efficient and seamless experience for people joining globally.


  • Develop a deep understanding of how Arm employees experience the current on-boarding process (process owners and new joiners) globally across as broad a level as possible.
  • Making the colleague experience real -  identifying quick wins and high level requirements as well as barriers & drivers.
  • Define a path to a better experience by designing the future on-boarding journey and creating a plan to bring it to life.


  • Held 59 in-depth global stakeholder interviews & focus groups to generate valuable data and insights into common needs.
  • Mapped current on-boarding journey & designed the Future State Journey with pain points addressed.
  • High Level Change Plan created and  prioritised to maximise value.


  • Defined the People On-boarding Ambition and helped prioritise focus areas based on problem statements.
  • Transferred the skills to map journeys, visualise where the organisation wants to be in the future and the ability to mobilise ideas into actions with a clear roadmap.
  • Successfully implemented a revised Day 1 experience for large intakes of new starters & established a benchmark of 85% overall satisfaction within the first quarter.
  • Introduced new starter and feedback mechanisms to provide metrics on colleague engagement in the on-boarding process.
  • Improved collaboration through the creation of a virtual cross-functional welcome team aimed at preparing for and welcoming new starters into the business.
“Custerian have provided a flexible and responsive support that has helped us make significant advances in Colleague engagement and maintain focus during a time of high growth and change" Sasha Watson, Vice president Employee Experience, Arm
Cambridge, United Kingdom
Technology Services

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