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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
16 weeks
Human Resource Department
of CTBC Bank
Mei Kuen Liu        UX reserach/design
Yu Lun Chang     UX reserach/visual design
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.


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
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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.

  • Understanding the interviewees' positions and work experience at Chinatrust.

  • Internal communication channels for human resource data.

  • Contextual and functional analysis of the original HRIS system.

  • 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

  • Time/Energy efficient promotion methods.

  • Obtaining feedback easily and effortlessly.


Seed Staff

  • Efficient communication of learning instructions towards employees.

  • Organize questions and feedbacks clearly.


General Colleagues

  • Straightforward learning methods.

  • Flexible learning schedule.

  • Increase learning motivation.

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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

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.

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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.


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.


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.


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.

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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

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.

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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.

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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.

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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.

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