Key Takeaways
Cox Enterprises' HR platform had fragmented workflows that left employees struggling with self-service tasks and relying heavily on HR staff for routine requests
OneSpring applied human-centered design to map employee journeys, identify friction in key workflows, and redesign the platform for intuitive self-service
The redesign improved employee self-service completion, reduced HR support burden, and delivered clearer, more intuitive workflows for common HR tasks
Improved Efficiency
45%
Faster Onboarding
32%
Frequently Asked Questions
Why did Cox Enterprises need to transform its HR platform?
Cox Enterprises' HR platform had fragmented workflows that made routine tasks — like updating personal information, checking benefits, or submitting time off — unnecessarily complex. Employees couldn't complete these tasks without HR assistance, creating a high support burden and reducing confidence in the platform across the organization.
What does human-centered design mean in the context of HR platforms?
Human-centered HR design means starting with how employees actually work — not how HR assumes they do. It involves journey mapping real workflows, interviewing employees about their frustrations, and designing self-service experiences that match their mental models rather than the structure of back-end systems. The result is a platform employees want to use.
How did OneSpring approach the Cox Enterprises HR platform redesign?
OneSpring applied human-centered design methods to map employee journeys across key HR workflows, identify the highest-friction points in the self-service experience, and redesign those flows to reduce cognitive load and minimize the need for HR intervention. Each design decision was grounded in employee research, not internal assumptions.
What are the most common usability problems in enterprise HR platforms?
Common issues include navigation that mirrors the HR org chart rather than how employees think about their needs, multi-step forms for simple requests, inconsistent terminology across modules, poor mobile experiences, and lack of clear confirmation or feedback when tasks are completed. These issues compound over time as new features are added without a cohesive UX strategy.
How does improving HR platform UX reduce support burden?
When employees can complete tasks independently — without calling HR or submitting a ticket — HR teams spend less time on transactional requests and more time on strategic initiatives. Even small friction reductions in high-frequency tasks like benefits enrollment or PTO requests can yield significant reductions in support volume across a large organization.
What role does employee journey mapping play in HR digital transformation?
Employee journey mapping documents every step an employee takes to complete a key HR task — from the moment they recognize a need to the point of resolution. This reveals hidden friction that isn't visible from ticket data alone: moments where employees give up, turn to workarounds, or call HR because the digital experience failed them.
What metrics indicate a successful HR platform redesign?
Key indicators include reduced HR help desk ticket volume for self-service tasks, higher self-service completion rates, improved employee satisfaction scores, lower drop-off rates on multi-step workflows like open enrollment, and reduced time-to-complete for routine tasks. These metrics connect UX improvements directly to HR operational efficiency.