Processes like payslip downloads, job changes, and onboarding were creating frustration for employees and significant strain on HR operations. To fix it, the team took a new approach to user experience. By embedding contextual guidance, automating high-friction tasks, and rethinking digital journeys, they empowered employees to self-serve with confidence. The result? A 70% drop in ticket volume and dramatic time savings — with some tasks dropping from two days to just 20 seconds. Key Takeaways: - How to identify and redesign pain points in the HR digital experience - Strategies for building self-service into existing platforms - Real-world outcomes from reducing complexity and increasing adoption