Transforming HR Services Through Design Thinking
Situation
HR leadership at a major international shipping and logistics company wanted to improve service delivery and employee experience by increasing self-service HR options. The task group faced a tight timeline to present initial recommendations while the geographic distribution of the team across multiple time zones, made collaboration more complicated.
Project
JCY Advisors facilitated virtual HR service reimagination using an unorthodox approach: daily two-hour collaboration sessions with continuous idea refinement between sessions, utilizing collaborative digital tools for remote teamwork. The team shifted focus from technical requirements to user experience, developing detailed personas for two use cases: a regional sales executive preparing for a second child and a finance manager recruiting for a retired team member replacement.
Results
The project successfully transformed the team's approach by placing user experience at the center of solution design:
Created forward-looking To Be state for HR services
Developed innovative Hills to enable employees to determine family benefits independently
Streamlined the new hire request process requiring minimal external guidance
Shifted focus from cost-reduction to user experience optimization
Demonstrated value of cross-functional, user-centered design approach