How empathy and friction mapping are shaping stronger, lasting connections for RAF Galaxy.
If you haven't walked the exit journey from your leaver's perspective, your alumni program is solving for the org chart, not the person.
When service personnel leave the Royal Air Force, the process is still called "termination" - and decades of service is closed out in minutes. And there's a cost to the UK government in getting this process wrong.
Shani Robinson, RAF Galaxy Development Manager, explains how she used friction mapping to diagnose what was actually breaking in the service leaver journey, landing on something every alumni program needs to confront: the gap between when your organization offers support and when your people are psychologically ready to accept it. She walks through how RAF Galaxy bridged that disconnect, moving from startup project to embedded business function, and shares the initiatives now scaling the network – from mass onboarding through the Blue Light Card program to 'Zigzag Career Matching' that turns veterans into a living talent reserve.
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