Human Resource Help: Centralized & Consistent HR Support
As Lead UX Researcher and Designer, I led the redesign of the "Get HR Help" experience to streamline access to HR resources and reduce contact center strain. The previous system was fragmented, with multiple channels varying by topic and location. I partnered with HR and IT in an agile, cross-disciplinary team to deliver a single, intuitive entry point supported by an upgraded AI virtual agent. The new design led to a 15% reduction in call volume, 80% decrease in virtual agent costs, and significantly improved employee satisfaction with HR support.
“Thank you for your incredible efforts and hard work in transforming the Get HR Help page so that it is the entry point and employees can access common questions. This change…raised awareness, greatly increased the volume and usage, and greatly improved the employee experience. Thank you for helping [HR Help] take a giant leap forward!”
Overview
The initiative aimed to unify multiple support paths into a cohesive employee experience. The redesigned entry point would simplify access to HR help while promoting use of an improved conversational AI agent. The solution had to work within a vendor-based platform with known limitations, and succeed where earlier virtual assistants had failed.
Process
Research, Prototype, and Iterate Quickly
I started with stakeholder interviews to define goals and review available metrics and feedback. I then conducted a competitive analysis of other enterprise help experiences and rapidly prototyped several design concepts. These were vetted with technology partners to ensure feasibility.
Competitive Analysis of Other Help Sites
Cognitive Walkthroughs and Feedback Loops
I designed and led a feedback strategy using cognitive walkthroughs across global employee segments, while mentoring team members in usability testing. We completed three full design/test iterations to fine-tune usability and align on constraints.
Post Cognitive Walkthrough Feedback Questions
Cross-Functional Collaboration
I worked closely with content, technology, and marketing teams to ensure the final design aligned with backend systems and supported a successful awareness campaign. Final deliverables included a detailed report, screen design prototypes, and implementation recommendations.
Key Insights & Design Opportunities
Previous HR support channels were confusing, inconsistent, and inefficient.
The redesigned solution had to fit within a single intranet page, while providing access to FAQs, live help, and an upgraded virtual assistant.
The virtual agent’s past negative reputation posed a challenge to adoption; it needed to be clearly promoted as improved and reliable.
As-is “HR Help”
Initial Design (that I tested and improved)
Results
Impactful Redesign, Measurable Results
15% decrease in HR contact center volume post-launch
80% reduction in virtual agent support costs
Improved employee satisfaction with comments like: "friendly," "simple," and "all-on-one-page"
Employees more willing to try virtual agent help due to improved design prominence
Redesigned Get HR Help page. The design met all the program requirements and constraints, while providing an enhanced employee experience.
Redesign Get HR Help page, with virtual agent launched.
“Thank you for constructing, validating, and reviewing Mockup Web Pages for the…Get HR Help project. Your efforts have helped us finalize the requirements and design for the project in a short period of time. The input and feedback that you provided have helped to optimize the design for our…employees”