Internal Benefits redesign
Problem
An internal HR team hired me to revamp their benefits content. At the time, it was split between fragmented internal websites, shared documents, spreadsheets, and slide decks. Some of these had not been updated in over a decade and were being shared internally, causing a spreading of misinformation relating to employee benefits. This caused wasted time for the HR team and poor execution of benefits for the employees.
In addition, the HR team expected 95% of employees to be able to use these existing pages to "self-serve," which wasn't possible in the current state.
Objectives
Create a single source of truth for benefits content for multiple countries, deleting duplicated content and misinformation.
Create an employee portal for this content to be hosted in, to prevent unofficial employee-created content from being presented as official.
Timeline
January 2020 - June 2021
Stakeholders
Benefits Program Managers, Platforms Specialists, Platform Engineer, Legal Counsel
Strategy
Audit all existing content and evaluate accuracy.
Delete duplicative content and organize what remains into four main categories per country:
Healthcare & Insurance
Financial
Leaves & Absences
Other Benefits
Create style guide and apply to remaining content, starting with content for countries with greatest number of employees. This optimizes for impact, and creates a better test environment for updated content.
Input content into proprietary Content Management System (CMS) that would connect with new portal.
MY role - UX Writer & Project manager
Directed content audit of 6,000 initial pieces of content.
Created and implemented style guide to personally rewrite ~1,500 individual articles.
Managed writing workload for team of 10+ additional writers on the project.
Ran surveys and studies to understand what language users would understand best.
Gave UX critique to team developing the internal employee portal.
Wrote UI text for internal employee portal.
Assisted partner team in creating a new support request system within employee porta
After launch, used data to improve specific versions of the articles for users.
As this was an internal project for an unnamed company, I have created a mockup of what some of the content looked like.
Each benefits policy, regardless of program, had these main items, all written in clear languages that could be read by users of any educational or language background (English proficiency was a requirement for this company, though for many employees, it was not their first languages).
Main title, followed by applicable country.
This ensured users would know that what they were reading about and if they were in the right place.
Who can use this benefit
This section clearly laid out which employees were eligible for benefits, as some benefits were only for certain tiers or certain subsidiaries within the company.
How to use the benefit
Straightforward, direct instructions on how to actually take advantage of the benefit.
Extra policy details
Some policies required further explanation or local differentiation, and that information was included here.
Results
The new employee portal was launched in Q1 2021, and most content was rolled out that year.
Escalations from employees dropped by as much as 50% in two months as users were able to more clearly find information.
Traffic to the new portal was higher than the collective traffic of previous internal sites, and we were able to shut down and redirect all defunct links.
The methods we created for this launch were easily replicable and reusable for future launches.