HR portal redesign

Client Bupa | Company Deloitte | UX and UI Designer Emma Mirabelle

This project involved UX and UI design for Bupa's HR portal. The process involved understanding the current state of the HR portal and defining what the future state should be. I employed a Design Thinking approach throughout the discovery (i.e. requirement gathering and user research) phase to the define (i.e. determining the problem and designing the solution) phase.

After an audit of the current state portal and numerous workshops and interviews, we discovered that it was difficult for users (employees) to find important information using the existing knowledge base system. Users would search the knowledge base for such things as what to do when a team member is underperforming or who to escalate a work issue to. However, the poor navigation of the site, the confusing content and the counter-intuitive interaction design meant that employees were not able to find the information in the portal. This resulted in an overly high number of HR service tickets.

Through synthesising the research, understanding the problem and then iteratively designing the new experience through co-design sessions with the client and development team, we were able to design a better knowledge base where information could be easily found.