Reduce time on task by 28% by driving alignment cross-functionally
Enhance Genesys’ time-off suite to streamlining 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.
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 on-prem clients to the Cloud by closing the functionality gaps.
PROCESS
Align cross-functional stakeholders with user story mapping
I adopted Nielsen Norman’s user story mapping and thumbnail sketches to drive alignment within the immediate product team.
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 01
Expand time-off rules to align with the real-world complexities of contact center scheduling.
SOLUTION 02
Enhance time-off limits for granular management
Use template and inline edit to speed up workload
SOLUTION 03
Enhance filters and sorts in time-off requests for manual bidding
IMPACT
Workforce admins save a couple of hours daily
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.
Reduced task completion time by 28%
Increased customer adoption by 30%
THOUGHTS
Communicate design at various phases of product development
Continue the tour
UX / VISUAL DESIGN / USER RESEARCH
Increase monthly usage by 600% using research insights
UX / UI / DESIGN SYSTEM / BRANDING