A multinational pharmaceutical company wanted to make its internal employee information system easier to navigate by introducing an AI chatbot, "Gigi," to enhance the overall experience and relieve pressure on its HR team.
With plans to expand globally, the company needed a smooth onboarding process to support a growing number of new employees. Having worked with this company for many years, their people team asked the RY team to design the optimal experience within their existing internal network.
ROLE: Lead UX designer
01- The Breif
02- Discovery
Having to implement a new experience in an already existing digital system comes with restraints. The first step identified was to perform a technical audit of existing modules. This audit helped to provide my team and me with all the limitations within the module system as well as inform us of any gaps.
The next stage of discovery was to create a user journey flow to help map out where ‘GiGi’ would best be placed for the optimal user experience, as well as create a map of pages that the new AI feature would need to be created for the pharmaceutical company’s internal development team to begin working on the back-end structure.
03- Design
Designing Gigi meant balancing efficiency with trust. Since employees are going to rely on Gigi for sensitive HR information, transparency was key to making clear that it was an AI and setting realistic expectations for what it could help with. Given the company's global workforce, plain, jargon-free language and multi-language support made Gigi accessible to new employees everywhere.
To encourage adoption, we added sample prompts and a pop-up window to ease onboarding while preserving the flexibility of free text. The goal was for Gigi to feel like a natural extension of the internal network, making it fast, reliable, and trustworthy.
Other Functionality of GiGi 2.0
Alongside designing the homepage for GiGi 2.0, we also designed the supporting functionality for the AI search bar to ensure every element of the experience was considered. This included a chat and response page featuring a source-check pop-up that verifies information when needed, a task and approval page for onboarding lessons and general learning and development, and a marketplace connecting users to the various apps most useful to their workstream.
04- Metrics
The development of GiGi 2.0 was performed internally and was released globally in August 2026.
* Due to this project being implemented internally, the name of the company and sensitive information have been redacted from the case study.