The employees in your organization strive daily to create value for customers, yet they must often overcome the drag of inefficient processes, policies, and tools. Employee journey mapping is a powerful method for infrastructure and operations (I&O) professionals and can help them do both by identifying what's in their way. This report offers the tools I&O pros need to run a successful program and shares lessons learned from the companies that have used employee journey mapping to improve productivity. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We're updating it now to factor in new ideas and data.