Employee UX Improvements: +35% Task Completion and –25% Search Time
TL;DR
- Built Oracle's first employee-centric UX team and delivery rhythms.
- Intranet redesign improved task completion by 35% and reduced search time by 25%.
- AI conversational interface reduced support requests by 15%.
Context
Oracle's internal employee experience was fragmented across dozens of legacy systems with inconsistent interfaces. Employees struggled to find information, complete routine tasks, and navigate self-service tools. There was no dedicated team focused on employee-facing product quality.
Problem
Poor internal tooling created productivity drag across the organization. Employees spent excessive time searching for information, completing multi-step processes, and waiting for support. This affected morale, efficiency, and the ability to attract talent who expected modern digital experiences.
Goals & Success Metrics
- Establish UX function for employee-facing products
- Improve task completion rates on key employee workflows
- Reduce time spent searching for information
- Decrease support request volume through better self-service
My Role
Director, User Experience Design — built the team from scratch, established research and design practices, and led delivery of major platform redesigns.
Constraints
- Legacy systems with limited API access
- Decentralized ownership across multiple IT organizations
- Enterprise security and compliance requirements
- Global user base with varying technical sophistication
Approach
Discovery
Conducted organization-wide research including surveys, interviews, and observational studies. Mapped employee journeys for critical tasks.
Plan
Prioritized improvements based on frequency × friction. Created design system to enable consistent experiences. Built business case for dedicated UX investment.
Ship
Redesigned corporate intranet with improved information architecture. Built AI-powered conversational interface for common questions. Established design governance.
Measure
Implemented analytics across redesigned properties. Tracked task completion, search effectiveness, and support volume. Conducted follow-up usability testing.
What Shipped
- Dedicated employee UX team and practice
- Redesigned corporate intranet with modern IA
- AI conversational interface for employee self-service
- Employee-facing design system and governance
- Usability testing program and research repository
- Scaled Agile delivery practices (20% timeline reduction)
Impact
Artifacts
Available upon request for hiring discussions
Evidence & Assumptions
Verified
Task completion and search time metrics from A/B testing and analytics. Support volume from ticket system reporting. Engagement metrics from platform analytics.
Estimated
Timeline reduction based on sprint velocity comparison across teams adopting new practices.
Notes
Metrics span multiple years of initiatives. Individual project attribution documented in internal case studies.
Learnings
- Building the team was as important as building the products
- Research-backed prioritization built credibility with engineering partners
- Design system investment paid dividends across multiple properties
- AI augmentation works best when humans remain in the loop for edge cases
Want to discuss this work?
I'm happy to walk through the details, share artifacts, or discuss how similar approaches might apply to your challenges.