Design Thinking for HR Shared Services: Lessons Learned After Two Years

Design Thinking for HR Shared Services: Lessons Learned After Two Years

Big black hole”, “no way to track cases”, “response depends on who you get”, “multiple manual forms and process flows with limited reporting capabilities”.

If this sounds all too familiar, check out this case study from Chaitanya Jayanti as she shares their journey to tackle these challenges to increase overall HR efficiency by eliminating manual processes, enhance their HR team’s reputation, and transform the employee service experience - making it easier for their employees to “Get Answers”, “Take Action”, and “Track their HR Cases” all from a personalized one-stop shop employee service portal.

Northwestern Medicine is a nationally ranked academic medical center, with award winning hospitals providing services at more than 100 locations throughout the Chicago area. With over 25,000 employees, their HR team has re-energized their commitment to provide amazing experiences and empower their workforce with tools, resources, and insights in the moments that matter. 

  • Discover how design thinking has helped them modernize the overall approach to HR Service Delivery
  • Learn how their HR Team has become more data driven by using state of art reporting capabilities to track cases and take action before cases breach SLAs
  • Using interactive dashboards to monitor team performance and make continuous service improvements


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