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Time

8 weeks

My role

Senior Product Designer

Team

Andrew Repin

Danil Gamanov

Ekatefina Lavrova

Marat Khasanov

Scope

Product design, visual design, product strategy, user research

Optimising Employee Scheduling

Time

8 weeks

My role

Senior Product Designer

Team

Andrew Repin

Danil Gamanov

Ekatefina Lavrova

Marat Khasanov

Scope

Product design, visual design, product strategy, user research

How it started

Due to the increase in orders and the ambition to process them on the day of receipt, a key feature according to customer research, we significantly increased the number of service providers.

The responsibility for the work of the service providers rested on the dispatchers (managers). According to internal regulations, there were about 75 service providers per dispatcher.

In the dispatchers' Slack channel, messages began to appear more frequently about not being able to cope with the workload. Employees were requesting the hiring of more dispatchers.

Due to the increase in orders and the ambition to process them on the day of receipt, a key feature according to customer research, we significantly increased the number of service providers.

The responsibility for the work of the service providers rested on the dispatchers (managers). According to internal regulations, there were about 75 service providers per dispatcher.

In the dispatchers' Slack channel, messages began to appear more frequently about not being able to cope with the workload. Employees were requesting the hiring of more dispatchers.

Due to the increase in orders and the ambition to process them on the day of receipt, a key feature according to customer research, we significantly increased the number of service providers.

The responsibility for the work of the service providers rested on the dispatchers (managers). According to internal regulations, there were about 75 service providers per dispatcher.

In the dispatchers' Slack channel, messages began to appear more frequently about not being able to cope with the workload. Employees were requesting the hiring of more dispatchers.

How bad it was

I spoke with the dispatchers and studied the main types of work they do, then gathered this information into a single diagram in Miro (They are very multitasking people).

After that, I asked the analysts to verify these tasks based on data

Dispatchers spend 46% of their weekly working hours managing service providers' schedules

What’s the pains?

Dispatchers spend most of their time creating and updating service providers' schedules.
Checking a service provider's workload in the ERP, responding to queries about earnings, or handling urgent orders requires a lot of effort.
To optimize processes, dispatchers use third-party software like Google Sheets, which poses risks to data security and privacy

Dispatchers spend most of their time creating and updating service providers' schedules
Checking a service provider's workload in the ERP, responding to queries about earnings, or handling urgent orders requires a lot of effort
To optimize processes, dispatchers use third-party software like Google Sheets, which poses risks to data security and privacy

What’s the goal?

Enhance dispatchers' focus on service provider interaction and order quality control, while reducing scheduling time

What is the task?

Create a tool that aggregates service providers' schedules and helps assess their workload

How will we measure success?

The number of dispatcher complaints about overtime will decrease
The time dispatchers spend on managing service providers' schedules will be reduced
CSI of the feature

OK, but what else do our users do with other apps to improve their work routine?

I conducted a survey among dispatchers to understand how they use Google Sheets for schedule tracking and to identify key factors.

Final result

My first design was quick and dirty, but it helped me to quickly move on to user testing to get feedback!

The whole task took about two months, including several usability tests as well as presenting the solution to the team and stakeholders

How was it launched?

We asked 30 dispatchers to participate in a one-month beta testing of the feature. During their work, we observed how much time they spent on scheduling.

Results

-25%

Decreased time spent by the dispatcher on working with the schedule

97%

CSI of Schedule tool

♡

Average rating of service providers in the test group

Learnings

Your team are also users of the product, and it's important to listen to their requests
Communication and observation of users at work is the key to creating a feature that they will truly love

Your team are also users of the product, and it's important to listen to their requests.
Communication and observation of users at work is the key to creating a feature that they will truly love.