Re-imagining the Employee Experience

Generative UX Research for Employee Engagement & Leveraging AI

Helped an HR team at one of North America’s leading relationship management SaaS providers understand how their employees want to be supported and how smart technologies, such as virtual agents and automation, could fit into their employees’ view of the ideal experience at work.

Client confidential.


Employee Self-Serve – main
Context

A large organization wanted to scale its internal HR operations without eroding trust or employee satisfaction. The core question: When do employees want to help themselves—and when do they expect human, white-glove support?

My Role

UX Researcher, partnering closely with another researcher on study design, synthesis, and stakeholder communication.

Research Work
  • Explored employee attitudes and expectations around HR support interactions
  • Identified opportunities for self-service, full-service, and hybrid support models
  • Developed experience personas and key dimensions to frame support preferences
  • Created forward-looking experience guidelines to help teams evaluate design ideas
  • Recommended next-step research experiments, including qualitative pilots and quantitative validation
Impact
  • Reframed the self-service vs. white-glove debate into a shared, research-backed framework for scaling employee support
  • Enabled HR and experience teams to evaluate design ideas using personas and experience dimensions grounded in real employee data
  • Informed ongoing experience roadmaps and future research investments by identifying clear opportunities for hybrid support models
What Changed

From assumptions about “self-serve vs. white-glove” → a shared, research-grounded framework for decision-making.


The personas and insights became a thinking tool—used to filter ideas, shape experience roadmaps, and guide future experiments, rather than fixed or prescriptive artifacts.