The Challenge
Employees are relying on fragmented systems and email-based processes to access support and manage work. This creates inefficiencies, limited visibility, and often leaves employees without timely assistance. Leadership recognised the need to modernise the employee experience, replacing outdated systems with a new HR platform and case management model to enable more consistent, supportive, and transparent support services.
My Role
As Senior Service Designer, I am leading the end-to-end design program.
My responsibilities include:
✅ Designing the future-state employee experience
✅ Conducting research and generating insights to inform decisions
✅ Engaging stakeholders and subject matter experts across departments
✅ Creating journeys and user flows to guide new processes
✅ Strategic direction for the design team to align outputs with program objectives
The Approach
Discovery & Research
📌 Interviewed and observed employees across departments.
📌 Identified pain points in current processes and opportunities for improvement.
Journey Mapping & Jobs-to-Be-Done
📌 Developed a Jobs-to-Be-Done journey map and future-state user flows that demonstrate how case management and a new HR system will transform support services.
Stakeholder Engagement
📌 Partnered with teams and SMEs to validate insights and co-design solutions.
📌 Workshops with leaders to align on priorities and delivery pathways.
Design Leadership & Capability Building
📌 Guided the design team through iterative delivery phases.
Planned Outcomes
👍 Transition from email to structured case management, improving visibility, accountability, and response times for employee support.
👍 Integration of a new HR system to replace fragmented processes, enabling a streamlined, digital-first employee experience.
👍 Enhanced service culture across teams, underpinned by human-centred ways of working.
👍 A roadmap for continuous improvement, ensuring that future design and process improvements are informed by employee insights.
The Impact (in progress)
While this program is ongoing, it has already created alignment across departments, built shared ownership of employee experience goals, and elevated design maturity. Once MVP launches in December, the initiative will fundamentally change how employees access and experience HR support, improving both efficiency and satisfaction.
⚠️ Due to confidentiality, detailed artefacts and final results are not available publicly. Please contact me directly to discuss this project further.
