Reduce time on
task by 28% by
driving alignment
cross-functionally
Enhance Genesys’ time-off suite to
streamline time-off management for
workforce admins
DATE May 2024 – May 2025
ROLE Product Designer
TEAM Genesys WEM
Product Manager,
Engineering Director,
2 Engineering teams,
Quality Control.
IMPACT
Save workforce admins a couple of hours daily
Reduced task completion time by 28%
Increased customer adoption by 30%
Success stories: HSBC saves 60M over the course of 3 years AI orchestration including Workforce Engagement Management (WEM). GSG saves $250,000 annually in cost avoidance through WEM.
PROBLEM
Admins juggled between too many softwares
Workforce admins have to look at multiple screens to review and manage agents’ time-off. The manual and disconnected workflow causes productivity loss.
As a business, Genesys is migrating clients to the Cloud by closing the functionality gaps.
SOLUTION 01
Expand time-off rules to align with the real-world complexities of contact center scheduling.
Rearchitect the Time-Off Plan page to improve the user experience and introduce Override Dates.
PROCESS
Align cross-functional stakeholders by applying user story mapping
I adopted Nielsen Norman’s user story mapping and thumbnail sketches to drive alignment within the immediate product team. This allows for quick iteration without heavy focus on the UI at the beginning of the project.
SOLUTION 02
Enhance time-off limits for granular management
Restructure the Time-Off Limit flow so that it fulfills organisations’ staffing needs.
Enable inline edit to speed up workload
PROCESS
Help prioritise roadmap through user journey
I interviewed users to uncover their biggest pain points in request management, then visualized their journey to bring their struggles to life. This helped stakeholders understand the issues clearly and guided the product team to focus on the most impactful improvements.
SOLUTION 03
Enhance filters and sorts in time-off requests for manual bidding
IMPACT
Workforce admins save a couple of hours daily
The enhanced time-off suite helps admins to manage thousands of time-off requests more effectively. It also closes the functionality gaps and encourages clients to migrate to the Cloud.
Reduced task completion time by 28%
Increased customer adoption by 30%
Success stories: HSBC saves 60M over the course of 3 years AI orchestration including Workforce Engagement Management (WEM). GSG saves $250,000 annually in cost avoidance through WEM.
THOUGHTS
Communicate design at various phases of product development
I learned that early alignment builds momentum. By starting with user story mapping and thumbnail sketches, I was able to rally the team around user needs and journey. Clear, simple visuals can bridge gaps faster than polished mockups.
Continue the tour
UX / VISUAL DESIGN / USER RESEARCH
Increase monthly usage by 600% using research insights
UX / UI / DESIGN SYSTEM / BRANDING