Charlie the Chatbot
At Deloitte, I inherited Deloitte's existing internal Virtual Assistant, Charlie, and was tasked to optimize it by integrating him with Deloitte's payroll system.
Bot Platform: Microsoft Azure (LUIS)
Problem Statement
Employees feel confused by the cluttered intranet when searching for HR policies and information.
They need someone to answer their Talent-related questions promptly, but their Talent representatives are often unavailable and busy with many other requests.
They want to be able to ask sensitive questions anonymously without any social/ cultural barriers.
Discover
Define
Develop
Deliver
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Interviewed each Business Unit's Talent representative to identify the most time-consuming & repetitive tasks in their roles
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Analyzed our internal search engine reports to gain insight into the most frequently searched queries and most visited pages across the business
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Shortlisted FAQs and high-traffic pages
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Sent out a survey to 10,000+ employees across 12 offices to gain insight into employee pain points and needs
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Discovered that the employees wanted a quick way to check their leave balances and payroll without speaking to a human
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Grouped FAQs and search terms into key themes and intents
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Created user journeys for employees based on different Business Units and seniority
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Created Charlie's new persona, tone-of-voice, and visual identity
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Worked with the Innovation & Technology team to integrate Charlie with Deloitte's payroll system.
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Created test scripts and conducted user testing sessions with employees from different parts of the business
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Tweaked language and added questions that were not initially covered
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Soft launched Charlie 2.0 to the Talent Business Unit initially
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Conducted weekly audits of Charlie's chat transcripts & NPS ratings to optimize his responses and add uncovered questions to his knowledge base.
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Sent out frequent surveys to assess our employees' feedback and success of the improved chatbot.
Charlie's Impact
12,364 conversations with 10,000+ employees across Australia
2,000+ hours of effort saved in FY20
$107k+ saved based on time saved per employee's salary
700+ individual responses programmed
Available on web and mobile, 24 hours, 365 days a year, Charlie helped overcome cultural and social barriers, offering a safe place for employees to ask sensitive questions privately.
Project Magneto
I led a national job ad refresh for Deloitte Australia to transform the way Recruiters write job ads and improved the female candidate conversion rate by 12%.
Problem Statement
Recruiters feel frustrated when creating job ads as it was the most time-consuming part of their busy days.
They need a more efficient way to write job ads that are more effective.
They want to align with the firm's global Diversity strategy and attract more female applications.
Define
Discover
Develop
Deliver
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Interviewed Recruiters and candidates to discover internal pain points in the recruitment process.
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Conducted desktop research around candidate behaviour, gender-neutral language and trending SEO keywords for each industry.
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Discovered the biggest pain point – Recruiters need to write job ads quickly given the pressure from hiring managers to screen and hire more females. Lack of resources made them feel like they were on their own in creating content, which was not their forté. This resulted in extremely lengthy ads that were not mobile-optimised and consistent in structure or content.
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Based on my interviews with Recruiters, I mapped out the different touchpoints in a Recruiter's hiring process
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Brainstormed different solutions that could help address different pain points throughout the job ad writing process
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Designed a refreshed job ad toolkit on SharePoint, incorporating SEO and copywriting best practices.
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Liaised with Hiring Managers across each Business Unit to create consistent, gender-neutral content for each team within each Business Unit (96 in total).
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Recruiters could then simply draw from the content bank when creating job ads to ensure that copy was consistent across all Deloitte job ads.
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A/B tested this toolkit with a small group of Recruiters to gauge Recruiters' comfort with the new tool and continually improved on its structure and layout
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Assessed ad performance and underwent several rounds of iterations to the toolkit and content based on continuous feedback from Recruiters
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Rolled out the toolkit nationally through group & one-to-one training sessions, alongside monthly audits & catch-ups to ensure the toolkit was adhered to.
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After 3 months, assessed the performance of the optimized ads and measured success.
Magneto's Impact
12% point increase female application rate (from 31% to 43%)
5% increase in female hires in 2020
40 fewer minutes for a Recruiter to create a job ad
Job advertisements play an important part in shaping one's perception of a company. Ensuring that all job ads were mobile-optimized, concise, and consistent not only improved Deloitte's employer brand but also brought about significant results.
Benefits & Discounts Platform
I supported the design and launch of Deloitte's internal benefits & discounts platform – from user interviews, research, user journeys, design, UAT to go live.
Software Vendor: Flare HR
Problem Statement
Employees feel confused by the dispersion of information about employee benefits on Deloitte's intranet. Often, they were unaware of the discounts and benefits available to them.
They need one source of truth for benefits & discounts information. On the other hand, the Talent team needed a platform with stronger reporting functionality (eg. utilisation, $ saved, click analytics) to improve the firm's benefits offering.
Define
Discover
Develop
Deliver
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Helped create a company-wide survey to assess employee sentiment around current benefits and discounts
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Gathered feedback on the current process and platform used to access benefits
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Identified the top 10 current benefits that employees valued
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Gained insight into additional benefits that employees wanted to see at Deloitte
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Mapped out current user flow to visualize the current information architecture
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Led brainstorming sessions to design a new user flow, based on employee feedback and intranet analytics, to reorganize existing benefits and include new benefits.
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Tested user flow with the project team before working with our internal Tech team and the vendor to create the sandbox environment.
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Ran several user testing sessions with users across the business to find opportunities for improvement and gauge ease of use
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Performed several rounds of iterations to the sandbox environment based on feedback
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I led the content and copywriting pillar in the project and ensured that all content and imagery was on-brand and user-friendly, incorporating user feedback from testing sessions
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Once testing was complete, the environment was pushed to production
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I also led the internal marketing strategy through which the platform was launched – from internal email marketing to video production and internal publications!
Benefits & Discounts Portal
As I left the firm shortly after the launch of this platform, I was unable to see the full impact of this solution. However, it created a one-place-for-all benefits and discounts for Deloitte employees. Employees could track their savings through Deloitte's employee discounts and access helpful guides on how to redeem benefits & discounts.
The platform also enabled the Rewards & Remuneration team to track usage and employee engagement, allowing them to continually improve on Deloitte's benefits offering to better suit employees' needs.
