CLIENT: Prudential PROJECT: UX strategy including chatbot design and implementation to improve new hire onboarding experience. (2020)
OVERVIEW New employee experiences (pre-hire tasks, onboarding, orientation) weren’t going well so in early 2020 a team formed to create an online resource for this – and a broader employee experience vision. At the same time, Scrum was introduced, then a pandemic sent everyone home. The tech included Workday integrations and new ServiceNow implementation.
MY ROLE UX & UI Design, Agile Coach. Guided newly formed Scrum team in developing and delivering incremental value to end users. Redesigned all assets to align with brand guidelines and design system. Created chatbot content strategy, ongoing management plan. Aligned user stories with vision.
OUTCOME Addressed usability and brand alignment issues, produced responsive designs for all unique screens and elements. Chat feature reduced inbound HR queries. Tools and resources increased onboarding efficiency and comfort level for new employees.
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The new features delivered via the ServiceNow implementation reduced inbound HR inquiries
Sample screen
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