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Bank
Task
Transforming the employee experience for a Big 4 Bank.
BUSINESS
As a business, how can we create more efficient teams and align this work to the wider program strategy?
EMPLOYEE
As an employee, is this tool intuitive & easy to use and will it provide value to my work life?
TECHNOLOGY
What are the technical constraints and how will this system coexist within the larger system landscape?
Personas
Seven key personas were created based on insights from HR consultants and bank employees. These personas highlighted user needs, motivations, pain points, and technical capabilities within internal products.
The UX methods include:
- User Interviews: To understand user needs, behaviors, and pain points.
- User Surveys: To collect broader employee feedback and gather requirements.
- User Scenario Testing: To validate prototype designs and platform experiences.
- Card Sorting: To develop an intuitive information architecture based on user mental models.
These methods helped us capture actionable feedback across all persona types, locations, job roles, and levels of tenure.
OUTCOME
The final solution brought value to both employees and the business by providing:
1.
Self-service HR support
Resolve HR issues anytime, anywhere.
2.
Quick access to tools
Easy access to employee’s most frequently used tools
3.
Centralised HR hub
A one stop shop for all employee related resources and tasks.
4.
Reduced manual work
Saved time & increased efficiency, allowing frontline staff to focus on higher-value tasks.
5.
Seamless case management
Ability to track, manage, and triage HR cases efficiently.
6.
Single source of truth
All HR resources unified in one platform, ensuring easy access, consistency, compliance, and efficiency.