Transforming Employee Lifecycle Support

Experience & Interaction Design

Unified a fragmented HR ecosystem for a 130,000+ employee organization—making support easier to find, faster to use, and more human.

Client confidential.


HR Program Trans-main
Context

Employees struggled to complete everyday HR tasks across 10+ disconnected tools and sites, leading to frustration and heavy reliance on frontline HR support.

My Role

Led experience strategy and product design in partnership with HR, IT, and internal communications—shaping both employee-facing experiences and the design tools needed to scale decisions.


Conducted generative user interviews with 50 employees as part of a 100-person global research study, collaborating with a research partner who led the other half. Contributed to the interview guide, synthesis, gaps analysis and insights. Journey mapping followed: end-to-end employee journeys across 7 personas covering major life events — starting a new role, onboarding, promotion, parental leave, and offboarding — as well as everyday HR tasks like requesting time off, submitting expenses, and understanding benefits. The journey framework became the foundation for all design decisions and a shared reference point across HR, IT, and communications teams.

Design Work
  • Rich employee personas, employee career lifecycle journey maps, employee and support team HR tasks process maps
  • Personalized HR Portal: One clear entry point unifying HR content and self-service actions (e.g. timecards, benefits, leave)
  • HR Chatbot POC: First-level guidance that answered common questions and intentionally handed off to human support when needed
  • Purposeful Design Tools: Reusable flows, patterns, and samples to align teams and inform future program roll-outs


Impact
  • Reduced friction in everyday HR tasks
  • Improved access to timely, relevant support
  • Relieved pressure on frontline HR teams


What Changed

From fragmented tools and unclear pathways → a cohesive employee support system that emphasized clarity, care, and scalability. Design assets were actively used by multiple HR groups to plan roadmaps and guide technical and design decisions.