HR Hotline | Zywave

Background:

Insurance Brokers are increasingly asked to help clients with the frequent, challenging changes to compliance and HR regulations plaguing their small businesses. HR Hotline is a popular tool within Zywave’s Client Cloud suite. This project was aimed at scaling the HR Hotline service more effectively with resource constraints. Additionally, more user information was required to design updated workflows.

Actions:

• Stakeholder / internal interviews

• Qualitative interviews

• Storyboarding

• Journey mapping

Insights:

• Brokers asked questions on behalf of their clients

• HR Hotline employees needed to ask multiple follow up questions to answer the original question

• Certain timeframes of the day were the busiest for certain channels of HR Hotline, impacting response times

Result:

A simplified workflow and stripped-back functionality were sufficient to solve the internal and external pain points, thus removing the scope from the project. Pushing users to write an email as the primary action was effective enough to queue requests for the small HR Hotline team.