top of page

City of Toronto

Journey Design

Reimagining how we support managers so they can support their teams.

City of Toronto employee journey and people leader is filled with pain points—from unclear hiring processes to inconsistent learning opportunities and complicated performance management. This project aimed to better understand what employees and managers need to lead effectively and with confidence, and to outline a path forward to support them with the right tools, clarity, and trust.

​01
Discovery: What is going on
02
Define:
What Needs to Change
03
Develop: Opportunities & Ideas
04
Deliver:
A Better Experience for Managers
01. Discovery: What is going on
We listened to real manager experiences, like Kelly’s, to understand where things were breaking down.
 

What we learned:

  • Hiring is slow, confusing, and inconsistent across divisions

  • Onboarding lacks structure and leaves managers unsupported

  • Performance management is reactive, frustrating, and full of roadblocks

  • Learning, wellness, and recognition feel inequitable and hard to access

  • Managers often feel isolated, overwhelmed, and unsure where to go for help

02. Define – What Needs to Change

Problem: How might we better support managers so they can lead high-performing, supported teams?”
 

We saw the need to:

  • Simplify and standardize key processes (hiring, onboarding, dismissal)

  • Give managers more access to timely support, training, and decision-making tools

  • Build consistency across the organization in how teams are developed and recognized

03. Develop: Opportunities & Ideas

For example: From Kelly’s experience, we identified opportunities to co-create solutions such as:

​

  • Clear, end-to-end hiring and onboarding tools

  • Manager toolkits with step-by-step support for tough tasks (dismissals, accommodations, team changes)

  • More equitable access to learning and wellness resources

  • Streamlined systems and approvals to reduce administrative overload

  • Consistent and meaningful employee recognition frameworks

Alex_Customer Journey Map_D1.png
Gavin_Customer Journey Map_D1.png
Ang_Customer Journey Map_D3.png
Jane_Customer Journey Map_D3.png
04. Delivery

Goal: Equip managers with the right tools, trust, and guidance to lead well.
 

What changes:

  • Greater clarity and confidence at each step of the manager journey

  • Better alignment between HR, divisional leaders, and support teams

  • A culture that values learning, wellness, and timely decision-making

"This isn’t just about process improvement—it’s about empowering people like Kelly to lead with less stress, more confidence, and real support behind them."
bottom of page