Reducing Workforce Admin Task Time by 28%

Role: Product Designer

Team: Genesys WEM including Product Manager, Engineering Director, 22 Engineers spanning 3 teams, 3 Quality Assurance Engineer.

Timeline: May 2024 – July 2025

PROBLEM AT DEPTH

Workforce admins at contact centers were losing hours daily managing agent time-off.

  • Processes spanned multiple screens.

  • Manual workflows caused errors and productivity loss.

BUSINESS GOALS

Closed functionality gaps to accelerate Cloud migration.

APPROACH

Facilitated cross-functional buy-ins using suitable design tools.

user story mapping and thumbnail sketches. These lightweight artifacts aligned product + engineering early without slowing progress.

RESEARCH

Interviewed admins to surface top pain points.

And then mapped their journeys to spotlight friction. This shaped prioritization for engineering.

STRATEGIC SOLUTION

Rearchitected time-off suite.

with smarter rules, inline editing, and streamlined request management to help workforce admins save time.
I also advocated for migration to the latest design system so that we provide a consistent experience to the users.

Expanded automation rules to reflect real-world scheduling.

Used typography and other UX elements to group related rules and organise the page in a logical order.

Enhanced time-off limits to fulfil organisations’ staffing needs.

Restructured the page navigation and created expandable/collapsible table to cater for user needs.

Enable inline edit to speed up workforce admin workload.

Scalable filtering and sorting in time-off requests for easier bidding process

Automate requests during bidding cycles to free up admins’ workload

IMPACT

Admins saved hours daily with streamlined workflows.

  • ⚡ 28% faster task completion.

  • 📈 30% adoption growth.

  • 💰 Tangible ROI for clients (HSBC: $60M saved; GSG: $250K/year).

THOUGHTS

Trust is built in tiny moments of every day.

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

Increase monthly usage by 600%

I designed conversational AI and self-serve applications for global users. Applied research insights to improve usability while meeting business requirements.

Simplify sign up and onboarding

I redesigned and rebranded the delivery mobile app to delight and incentivise users.