heyHR • Concept 2024
AIforHRhelpdesks
Role
Product ManagerProduct Designer
Timeline
May - August 2024
Team
1 Product Manager1 Product Designer1 Engineer
Skills
Product StrategyProduct DiscoveryStakeholder Management
Overview
We designed, built, and pitched heyHR — an AI solution for HR operations
Large enterprise banks like Barclays handle thousands of employee HR questions a week through call centres — slow, expensive, and frustrating for both sides. Our team of three (PM, designer, engineer) explored how a generative AI helpdesk could reduce call volumes while improving response quality.
Outcomes
14.5%
projected reduction in call times
18%
projected decline in call volumes
$1.8M
projected annual cost savings
Selected designs and technical details are kept confidential while in progress.
The Journey
It started with a real operational challenge…
I reframed the opportunity around a common enterprise challenge: HR teams spending significant time fielding repetitive employee questions.
We designed, built, and pitched our solution to senior leaders and executives.
We collected pilot data, continuously refined our pitch, and secured executive buy-in from senior technology leadership.
Wins
96% of 138 surveyed users would use heyHR
Based on projected user feedback after a product demo.
Recognised by senior technology leadership
For the impact and feasibility of our solution.
Validated technical feasibility
We prototyped core AI flows and stress-tested infrastructure assumptions with our engineering lead.
Reflection
What I learned
Reframe stakeholder conversations around the problem first
The brief came pre-loaded with a solution. The harder work was reframing back to the underlying problem — and accepting that the better answer wouldn't always be the flashiest.
Balance competing user and business needs thoughtfully
We needed to deliver business value while balancing employee trust, sensitive data, AI misinformation risk, and content ownership.