CASE STUDY 02 · GSA / HR LINKS

Beyond conversion

Modernized 125 aging, non-compliant HR files ahead of a fixed migration deadline, delivering accessible, plain-language guidance for federal clients and 17K+ GSA employees.

Role: Content strategy and modernization lead
Scope: Discovery, governance, HTML conversion, accessibility, stakeholder adoption
Tools: Drupal · Siteimprove · Mural/Miro · Google Analytics · Mouseflow

125Assets consolidated
80–90%Engagement rate
100%Accessibility requirements met

Redesigned HR Links user guides landing page with topic-based navigation

02 / Project snapshot

The project at a glance

Organization: U.S. General Services Administration / HR Links
Timeline: 4 months (first phase) / 2024
Team: HR stakeholders, content owners, technical team, accessibility reviewers, communications partners
Project type: Legacy content modernization, accessibility remediation, content design
Primary audience: Federal employees, HR stakeholders, content owners, service teams
My role: Content strategy and modernization lead. Managed discovery, governance, HTML conversion, accessibility, and stakeholder adoption
Tools: Drupal, Siteimprove, Mural/Miro, Google Analytics, Mouseflow, PDF/HTML review tools
Core challenge: Replaced aging, non-compliant HR files before a fixed migration deadline
Outcomes: Improved access, reduced content risk, stronger publishing standards, measurable engagement

03 / Problem

A dying server, critical legacy files, and a non-negotiable deadline.

The project began with an urgent operational risk: a legacy server was being decommissioned while critical HR guidance remained in static PDF files that were difficult to maintain, search, update, and make accessible.

A simple file migration would have transferred existing problems to a new location. The greater challenge was guiding stakeholders to adopt a publishing model that prioritized accessibility, usability, and long-term content quality.

This was more than a content conversion project. It was a change management and content modernization initiative to help teams adopt new standards, reduce compliance risk, and provide employees with more reliable HR guidance.

Problem	Why it mattered	Design response
Legacy files were non-compliant or difficult to maintain	Employees and teams could not rely on consistent access	Converted priority files into accessible HTML
Content was scattered across static documents	People had to dig through dense files to find answers	Created clearer page structures and navigation
Deadline was fixed	The team had limited time to remediate high-risk content	Used a phased prioritization plan
Content owners had inconsistent publishing practices	Problems could return after migration	Created reusable standards and workflows

04 / My role

Leading content modernization across three workstreams

I managed discovery, governance, and conversion workstreams to transition the project from emergency migration to sustainable content modernization.

I used a phased communication approach to help stakeholders view the shift from static PDFs to structured HTML as a better publishing model that is easier to use, maintain, and monitor for accessibility and quality. That framing supported smoother adoption and stronger post-launch performance.

I led

• Content inventory and prioritization
• Stakeholder discovery and alignment
• Accessibility review and remediation planning
• PDF-to-HTML conversion strategy
• Plain-language restructuring and content cleanup
• Publishing standards and reusable patterns
• Quality assurance and monitoring
• Coordination across HR, technical, accessibility, and communications teams

I partnered with

• Agency stakeholders responsible for HR content policy and publishing
• Product and technical teams
• Accessibility and compliance reviewers
• Digital communications teams
• Account management team for interagency Presidential and Congressional Commissions and Boards Services

05 / Goal

Make HR guidance easier to find, use, and maintain

The goal was not just to move files before the server deadline, but to build a sustainable HR content system that helped employees find relevant guidance and gave internal teams a way to maintain compliant, accessible content over time.

Findguidance employees need.
Understandwhat the requirements mean.
Take actionwith confidence and clarity.
Trustthe content is current.

06 / Employee journey

Mapping the employee support journey

I mapped the experience based on employees' needs with HR guidance, rather than the structure of legacy files.

The redesign answered a core question: how could employees quickly find accurate HR guidance, understand what applied to them, and complete the next step without relying on inaccessible files or outdated links?

Find guidance → Understand requirements → Take action → Return to current content

Journey stage	Employee need	Pain point	Design response
Find guidance	Locate the right HR resource quickly	Content was buried in static files and legacy links	Consolidated and organized priority resources
Understand requirements	Know what a policy, benefit, or process means	Dense PDF content created reading and accessibility barriers	Converted key content into structured HTML
Take action	Complete the next step confidently	Instructions and links were inconsistent	Added clearer hierarchy, labels, links, and calls to action
Return later	Trust the information is current	Legacy files were difficult to update	Created maintainable publishing patterns and monitoring

07 / Service blueprint

Connecting employee needs to the system behind the content

The work aligned the employee experience with the internal systems needed to keep HR guidance accessible, accurate, and maintainable.

Frontstage

What employees saw

• HR guidance pages
• Accessible HTML content
• Clearer page hierarchy
• Improved labels and links
• Searchable resources

Bridge

What tied it together

• Content inventory
• Prioritization model
• Reusable page patterns
• Accessibility standards
• Review workflow

Backstage

What teams managed

• Legacy file migration
• Content owner approvals
• Accessibility remediation
• Publishing governance
• Monitoring and maintenance

This approach shifted the project from emergency conversion to a sustainable content operating model.

Project plan document for the Corporate IT migration of HR apps and HR Links to InSite and GSA.gov — Project plan setting goals, scope, audiences, and success criteria for the migration.

Phased content migration strategy table comparing current, proposed, and decided approaches — Phased migration strategy aligning stakeholders on what to move, redesign, and sunset.

Content inventory spreadsheet of HR Links job aids and videos by audience and topic — Content inventory mapping 125 HR assets by audience, topic, and remediation priority.

QA tracking spreadsheet for HR Links user guides with reviewer, status, and notes columns — QA tracker coordinating reviewers, edits, and publishing decisions across 125 pages.

08 / Design decisions

Design decisions that reduced risk and improved access

Decision 01

Prioritized high-risk content first

Problem it solved: The team could not convert everything at once before the server deadline.

Result: Critical HR resources were addressed first, reducing operational and compliance risk.

Decision 02

Reframed accessibility as a business requirement

Problem it solved: Accessibility could have been treated as a final compliance check instead of a core service requirement.

Result: Section 508 and WCAG require a structured content model, publishing standards, and QA from the start.

Decision 03

Converted static files into structured HTML

Problem it solved: PDFs and legacy files were hard to search, update, and use with assistive technology.

Result: Employees had more accessible, scannable, and maintainable HR resources.

Decision 04

Created reusable content patterns

Problem it solved: HR content was inconsistent across pages and owners.

Result: Teams could publish updates more consistently after launch.

Decision 05

Used a minimalist design approach

Problem it solved: Employees needed quick answers, not decorative complexity.

Result: The redesigned pages focused attention on essential guidance, links, and next steps.

09 / Before and after proof

Three paired examples

Legacy files to accessible HTML

Legacy HR Links landing page with banner notice and generic icons — BeforeHR guidance was locked inside static files that were difficult to search, update, and make accessible.

Why it matteredEmployees could find guidance faster, and teams could maintain updates without recreating legacy file problems.

Role-based lists to task-based guidance

Legacy HR Links Employees page with long underlined link lists — BeforeThe legacy Employees page stacked dozens of underlined links with no grouping or hierarchy.

Redesigned HR Links Time and leave page with role-based tables — AfterThe new Time and leave page organizes guidance by audience and task with clear tables and labels.

Why it matteredEmployees could scan for the right action by role and task instead of reading through long link lists, and content owners had a reusable pattern to maintain.

Static job aid page to structured self-service

Legacy HR Links Employee Video page with mixed icons and links — BeforeThe old Self Service video page mixed icons, links, and inline images with little structure.

Redesigned HR Links Self Service page with grouped tasks — AfterThe new Self Service page groups employee and supervisor tasks into clear, accessible sections.

Why it matteredEmployees found self-service tasks faster, and the page met Section 508 and WCAG requirements without rework.

09b / More redesigned pages

Consistent patterns across the new HR Links

Beyond the initial improvements, the same accessibility-first patterns were applied to high-traffic pages employees use every pay period, including timesheets, benefits, and training videos.

Step-by-step Employee: Create a timesheet guide with numbered steps and screenshots — Create a timesheet: numbered steps and annotated screenshots replace dense PDF instructions.

Changing your name guide with three numbered steps and inline screenshots — Changing your name: a chunked, three-step task flow with contextual notes for life events.

Benefits page grouped by FEHB, FEGLI, and TSP management with employee task links — Benefits: grouped by program (FEHB, FEGLI, TSP) so employees scan to the right action quickly.

Training videos page split by Time and leave and Self service with employee and supervisor lists — Training videos: split by topic and audience so people find the right video without hunting.

10 / Impact

Federal-grade outcomes, employee-grade ease.

The project reduced operational risk, improved employee access to HR guidance, and provided internal teams with a more sustainable way to manage high-value content.

Metrics are based on post-launch analytics, content inventory tracking, accessibility review, and performance monitoring across priority HR Links resources.

80–90%

Engagement across redesigned HR resources

4–18%

Lower bounce rates across priority pages

100%

Accessibility requirements met

Section 508/WCAG-aligned review, remediation, and monitoring.

125

HR assets consolidated and modernized

11 / Reflection

What I learned

Lesson 01
Conversion is not modernization
Moving content alone is not sufficient. Without improvements to structure, accessibility, and maintenance, the same problems persist in the new system.
Lesson 02
Accessibility is an operational strategy
Accessibility is not only a legal requirement; it also reduces risk, improves employee access, and makes services easier to maintain.
Lesson 03
Sustainable content needs governance
A better page addresses only the immediate issue. Reusable patterns, review cycles, and monitoring ensure the service remains usable after launch.

12 / Get in touch

Interested in how I clarify complex products, services, and systems?

Explore my resume, view selected case studies, or schedule a conversation about product marketing, GTM strategy, content strategy, customer education, or consulting support through Clarifi Lab, LLC.

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