Hans-Thomas Janssens

Human Resources (HR) is changing rapidly. The traditional Ulrich Model no longer fully meets the needs of organisations that work digitally, operate internationally, and are expected to be efficient while still caring for people. For this reason, many organisations are moving toward the 3-tier HR Service Delivery model. In this model, AI and digital self-service handle simple questions and requests, a first line of HR officers help employees directly, and expert HR teams focus on complex topics. When this structure is supported by basic psychological insights, clear design choices, and good cooperation across teams, it can significantly improve how employees experience HR. 

This applied training is based on a real HR transformation project at Equans, one of Belgium’s largest employers with around 10,000 employees.

The training uses ideas from different areas of psychology and translates them into everyday HR practice. Topics include how confident employees feel to handle issues themselves (self-efficacy), when and how people ask for help, how trust is built, why clear roles matter, and how decisions are made. Special attention is given to situations where HR professionals need to support employees while also representing the organisation.

The session connects AI, psychology, HR operations, digital and UX design, change management, and international collaboration. Participants leave with clear frameworks, practical tools, and real-life examples that can be used immediately and adapted to different organisational and cultural contexts.