Internal Marketing of New HRIS
Service design / Employee Training
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Project Overview
The HRIS(Human Resources Information System) permanant exibition is an innovative service designed to assist HR colleagues on conducting internal marketing of the new HRIS system. The aim is to understand the difficulties employees might face during the transition to the new system, and help reduce thresholds of adapting to the new system.
My Role
Project lead, led usability testing, designed low-fi and mid-fi applications, led high fidelity design and visual direction
Duration
Partners
16 weeks
Human Resource Department
of CTBC Bank
Team
Mei Kuen Liu UX reserach/design
Yu Lun Chang UX reserach/visual design
Duration
16 weeks
Problematic Phone Use in Daily Lives
Design Problem
After implementing the new HRIS system domestically and internationally, overseas branches reliant on paper-based operations and Taiwanese employees accustomed to the old system face challenges transitioning to the updated HRIS system.
Design
Challenge
How can we lessen the physical and mental thresholds of transitioning to new HRIS systems, and increase engagement for employees?
Road to the Solution
Project Planning
Engage with their working environent
User Interview
From supervisory to non-supervisory roles within Chinatrust, we conducted interviews spanning across 5 units and involving more than 12 colleagues. We aim to understand how the HR system impacts employees' daily lives and what value it holds for the employees.
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Understanding the interviewees' positions and work experience at Chinatrust.
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Internal communication channels for human resource data.
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Contextual and functional analysis of the original HRIS system.
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Expectations and envision of the new system.
Interview Objectives
Through empathy mapping, we discovered that the HRIS system engages closely with the employee's working performance and relationships with other colleagues. Users not only look for funtionality in the system, but the how the system enahnces their working experience. We extracted the needs of the three main target audience during the transition to the new system:
HR Team Members
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Time/Energy efficient promotion methods.
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Obtaining feedback easily and effortlessly.
Seed Staff
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Efficient communication of learning instructions towards employees.
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Organize questions and feedbacks clearly.
General Colleagues
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Straightforward learning methods.
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Flexible learning schedule.
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Increase learning motivation.
Stakeholder Map
Identifying the critical touchpoint of internal marketing the HRIS system.
We utilized stakeholder mapping to illustrate the relative relationships and value exchanges among the employees and HRIS system.
Initiating the starting point
Persona
After analyzing the interview data, we gained a clearer understanding of how the system interacts with employees in various positions and work contexts. From the stakeholder map, we identified the seed staffs as crucial connectors between the HR department and general colleagues, serving as a pivotal point for internal marketing of the new HRIS system. Thus, we have defined them as the core user for this service design.
Identifying Design Opportunities from Key Moments
User Journey Mapping
Based on interview data, we mapped pain points and design values onto the user journey map, identifying design opportunities from the "key moments" causing fluctuations in user emotions and various service "touchpoints." This approach allows us to re-evaluate design concepts and functionalities comprehensively, ensuring that all user goals are achievable, pain points are alleviated, and unnecessary features are avoided.
Leap to innovative solutions
Cool Hunting
Before delving into the ideation proccess, we liberate our thoughts to explore seemingly far-fetched but profoundly inspirational ideas! This approach enables us to perceive the potential solutions from different perspectives.
Keywords：#training #interaction #innovation
Sound of change
Cool Point
Using music as a means of communication to enhance group interaction.
Value
Create an imaginative and free environment for participant interaction.
Buku Jalanan
Chow Kit
Cool Point
Utilizing urban spaces to gather and mentor underprivileged children in their studies.
Value
Leverage community cohesion to extend educational opportunities to more children.
Echelon Front Field Training
Cool Point
Providing teamwork activities drawing from the real-life practices of the U.S. military.
Value
Offer experiential learning in leadership and collaboration from diverse perspectives.
Merging with industry demands
Collaborative Co-Creation Workshop
At this stage, we developed potential design ideas with the collaboration of our actual users. This also provides a deeper understanding of how users perceive our surveys and research, allowing us to make adjustments to our previous ideas to better align them with real-life situations.
Developing the complete service
Service Experience Map
We categorized the launch of the new HR system into three main stages: pre-launch, during launch, and post-launch. We extended the design concepts to encompass each stage, addressing the needs of three major user groups within the company during these phases and proposing design solutions accordingly.
Design Concept
HRIS Permanent Exhibition
The HRIS permanent exhibition introduces a series of interactive poster designs set throughout the working space. Featuring hands-on tutorials that guides employees through their learning process. Acting as a medium of internal marketing to promote information and learnings of the new HRIS system.
Promotion Poster
Hands-on Tutorial
Reward System
Bringing the designs to life
Prototyping
Promotion Posters
Generating topics that resonate with everyday life to raise discussion and interest among employees about the onboarding of the new HRIS system. Targeting the needs of our three main target audiences:
Scenario photo
Scenario photos combined with everyday topics evoke curiosity among employees.
New Feature Intro
Detail introduction of the new features in the new HRIS system.
Hands -on Tutorial
Step by step guide to learning the new features.
Catching Title
Connecting the needs of employees with the values offered by new HRIS system.
Hands-on Tutorial
We've simplified the complex system learning into step-by-step interfaces focusing on key functions. By scanning the QR code on the poster, employees can easily learn the new system through practical operations, reducing transition challenges.
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Milestone Reward
Incooporating a milestone reward into the service design not only fosters a sense of achievement, but also contributes to heightening user satisfaction, fostering loyalty and reducing attrition rates. Furthermore, guide users to explore various system functionalities, thereby enhancing their comprehensive understanding of the service.
Connecting the experiences
Service Design Mapping
We transformed the entire service design into a tangible experiential prototype. This not only helped us review the experience flow but also allowed us to observe how the curation of this permanent exhibition space interacts with its environment, aiming to achieve the most impactful experience.
1. Setup Event Posters
HR department positions event posters in high-traffic areas like company corridors, break rooms, and lounges.
2. Event Announcement & Introduction
Seed staff announces the permanant exhibition during the morning meetings, sparking curiosity and participation among the staff.
3. Encountering Posters
Employees have the opportunity to to immerse themselves in posters positioned throughout different areas of the company at their own convenience and pace.
4. Learn Anytime, Anywhere
Scan the QR code on the poster to access simulated tutorials of the new HRIS system, simplifying complex instructions and reducing the learning curve.
5. Interact with Posters
The design of interactive posters adds novelty to the process of learning the new system, enhancing employees' motivation to learn.
6. Online Tutorial Lessons
To ensure employees' completion of learning, the HR department will also send complete tutorials to employees' mailboxes.
7. Event Milestones
The HR department rewards employees who completed the event's activities, encouraging their participation.
Trying out the service
User Testing
In the project's concluding phase, we proceeded to the Chinatrust Nangang Financial Park for user testing. This facilitated direct interaction between the service design prototype and employees from different departments, enabling us to gather firsthand user feedback and confirm the smooth integration of design objectives with user experience.
Hearing from actual users
User Feedback
Based on the feedback received from user testing, we've realigned with the goals and user needs in our service design.
User Feedback : Event Posters
Design Goal #1
Spreading information effortlessly
We observed that employees naturally and actively engage with the event posters, initiating discussions across departments, which amplifies the reach of the information.
Design Goal #2
Straightforward learning methods
User Feedback : Hands-on tutorials
Users found the step-by-step guiding tutorials much more easy to understand compred to the guide books that they revieced when learning to use the current HRIS system.
User Feedback : Reward System
Design Goal #3
Increase learning motivation
Users gain a sense of achievement and satisfaction when they recieved rewards throughout the learning process. Triggering their initiation to explore further about the new HRIS system.
Future Implementation
We aim for the 'New HRIS Regular Exhibition' approach to become standardized and easily applicable to Chinatrust's overseas branches. Through adapting communication methods of local environments, this design would aid effective learning for colleagues abroad and synchronize information for further iterations of the HRIS system.
Reflection
In this service design project, we explored an unfamiliar area through interviews and analyses, gradually understanding how the system interacts with the company's employees. Revising our solutions multiple times, we evaluated the design-user relationship. Collaborating with Chinatrust employees was pivotal; their insights on implementation feasibility and potential user problems helped refine our service processes. These adaptations ensured the employees could perceive the HR service value and grasp the various applications of the new system in their daily routines.