Career Journey Map new product direction

Overview

The Careers team lacked a clear understanding of the Amazon associate's experience navigating their career development journey, with no established customer journey map to guide decisions. The Research team facilitated collaboration between product teams, aiming to create a holistic journey map that would address gaps in current offerings and align efforts toward a unified approach.

Problem Statement
The Careers team lacked a cohesive strategy for addressing associates' career navigation needs due to:

1. Fragmented Iterations: Historical changes to the career benefit program created a disjointed experience with no clear roadmap.

2. Team Misalignment: Competing priorities between two product teams led to confusion about ownership and focus areas.

3. User Blind Spots: The absence of a customer journey map and shared understanding of user behavior hindered the development of targeted, impactful solutions.

This gap in alignment and user understanding resulted in inefficiencies and missed opportunities to enhance the associate career experience. The Research team’s role was to uncover actionable insights, align stakeholders, and guide the teams toward building a cohesive, user-centered strategy.