The client’s need
A leading Italian insurance company needed to improve the Employee Experience by making HR services more accessible and by transforming HR into a true value enabler for the organization.
Our approach
We supported the organization through an Employee Experience transformation journey grounded in design thinking, co-design and prototyping. The project started with an in-depth mapping of HR processes, involving both process owners and selected groups of employees identified through employee personas, to analyze HR services from the perspective of real user experience. Based on these insights, HR processes were redesigned and the HR intranet was reimagined as the primary touchpoint for accessing services, featuring real content and immediately testable digital solutions. In parallel, two Generative AI–based chat prototypes were developed—one focused on administrative HR processes and the other on learning, development and career-related services—positioning AI as a concrete lever to enhance accessibility, service quality and personalization.
Value delivered
The project generated a dual impact:
- For the organization: simpler, more accessible and employee-centric HR services, with the intranet as a central hub and Generative AI acting as a catalyst for efficiency and service quality.
- For the HR team: the transfer of methodologies, mindset and capabilities related to service design, user-centered design and the practical application of Generative AI, actively involving the team in content creation and prototype development.
A project that supported the HR function not only in adopting new digital tools, but above all in driving a paradigm shift: designing and managing HR services with people truly at the center, leveraging the potential of Generative AI in a concrete and sustainable way.