THE PROBLEM
Employees across the business — especially in operations, HR, and safety-critical roles — struggled to locate the correct internal policies, procedures, and safety documents. These were often buried in SharePoint, outdated, or inconsistently named.
This caused:
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Confusion around which version was current.
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Delays in compliance-critical tasks (e.g., site safety forms, HR leave policies).
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Overload of internal queries to HR and WHS teams.
THE GOAL
Design a conversational AI tool that enables employees to:
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Quickly find the right policy, procedure, or safety form using natural language.
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Access the most up-to-date version across multiple sources (SharePoint, intranet).
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Reduce time spent searching or emailing internal teams.
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Ensure consistent application of company processes across departments.
MY ROLE
As Design Lead, I:
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scoped the problem and helped define the AI MVP
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facilitated workshops with HR, Safety, and frontline users
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designed and prototyped the conversational UX flows
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led user testing with operational staff and corporate employees
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defined the information architecture
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collaborated with the AI and content team to fine-tune prompts and fallback logic.
RESEARCH
Activities:
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Shadowed frontline employees and site supervisors.
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Interviewed HR and WHS teams to understand frequent requests.
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Mapped common search frustrations (e.g., wrong keyword, outdated forms).
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Audited document library for structure, naming, and metadata gaps.