Portfolio—HR Portal

Project Summary

I arrived at Mastercard when their HR Portal was a one-page, static, US-centric link farm of about 20 PDFs. Working within the constraints of a new 3rd-party content management system (SaaS), I developed the information hierarchy, style guides, governance, and personally built the dynamic & personalized policy pages supporting over 30,000 employees worldwide.

The initial success criteria was to "flip" the numbers of employees reaching out to their HR Business Partner (HRBP). My lean team of 2.5 FTE achieved this by enabling intuitive & effective self-service with this product. This resulted in a reduction of employees considering HRBPs as their first stop for HR-related questions to 3%, down from 39%*.

Each year, my team partnered with the Shared Services Center and key stakeholders to refine the annual HR Portal employee survey. From the employee feedback, we received actionable insights for enhancing the employee experience. As we incorporated the employee feedback, overall customer sentiment rose over time and we achieved a 90 NPS in 2023*.

* Annual HR Portal employee survey (2015–2023).

"Home" Page

Based on employee feedback, the home page was simplified over time. I initiated and led multiple regional working sessions to reevaluate the taxonomy of the top-level navigation so the terminology would best resonate with employees from around the world.

Carousel sliders, tiles, and calls to action were selected using a balance between website usage analytics, HR case management analytics, and business drivers.

"Landing" Pages

Mastercard provides so many benefits to their employees, adding links to all of them in the navigation menu would have resulted in choice paralysis. Limiting the number of policies to 9 (plus a "More" link) necessitated the creation of landing pages which served as an exhaustive "Table of Contents" for each grouping of benefits, with the links leading to Content pages.

These landing pages also created a space for business owners to develop "moments that matter" for employees, in a more conversational tone. My team was working toward connecting these landing pages into an exploratory experience for new hires, another takeaway from the annual HR Portal employee survey.

"Content" Pages

Content pages contained one or more policies and followed a predefined informational hierarchy which facilitated efficient micro-decisions by the employee.

In other words, employees were gradually given more and more information to quickly decide if this was indeed the policy they were looking for or to continue their search. Once employees decided it was the correct page, they were presented with key details, an opportunity to read the full policy, and steps for actioning upon the information.