Summary
The purpose was to automate attendance tracking for Care Leaders. We wanted to use the app to convert the data from our workforce management software more efficiently, calculate it, and display occurrences based on department standards. The app also needed to store corrective action events for reference for Care Leaders and HR.
Business Value
• Introduce a robust solution that is managed
and maintained by our IT resources
and maintained by our IT resources
• Eliminate manual work done by Care
Coaches and HR
Coaches and HR
• Better communication between HR and care
coaches as it relates to an agent’s
occurrence & CR
coaches as it relates to an agent’s
occurrence & CR
Roles and Responsibilities
Julie Moffitt: Product Owner & Sr. Manager of Compensation & Benefits
Alan Rodriguez: Business Analyst
Nadeem Fatmi: Director of Application Development
Antar Austin: UI/UX Designer
Project Scope
The scope of this project consists of:
The scope of this project consists of:
• A UI solution that would serve as a middle ground between
the DW and the Power BI dashboard reports.
the DW and the Power BI dashboard reports.
• Creating a solution where attendance occurrences are
calculated for Customer Care agents, according to the policy
outlined in the employee handbook
calculated for Customer Care agents, according to the policy
outlined in the employee handbook
• A solution that will allow business users to Create, Read,
Update, and Delete (CRUD) data back to the Data
Warehouse.
Update, and Delete (CRUD) data back to the Data
Warehouse.
•Only a selected group of business users should have this
access.
access.
• Certain data attributes and calculations need to be dynamic
in case company policy changes
in case company policy changes
• The solution needs to be able to track the occurrences and
information about any disciplinary actions that are given.
information about any disciplinary actions that are given.
Systems Impacted
Customer Care Coaches
Customer Care Coaches
Customer Care Agents
HR
Results
Care leaders estimate the app saves an average of an hour per week. Since implementing it, an average of eight Care coaches have consistently used it.
Care leaders estimate the app saves an average of an hour per week. Since implementing it, an average of eight Care coaches have consistently used it.
Wireframes
After identifying the updated content structure for the website, I began wireframing how this content could be put into sections. This exercise aimed to showcase the content in a way that met both business and user goals. Once the layout was identified in a way that prioritized important content and created a user-friendly experience, I dove into high-fidelity designs to focus on the visuals.
Final UI Design
After we were happy with the wireframes, it was time to translate them into UI designs that would be handed to the developers for implementation. This included defining the app’s visual identity to align with the brand guidelines and following UI best practices.
Brand guidelines were already there when I joined, but we significantly evolved them during the project.
Brand guidelines were already there when I joined, but we significantly evolved them during the project.
