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Case Study

Timesheet Exceptions

January 2024

Streamlined care staff timesheet exception handling, reducing a Finance department workload and improving the client experience.

Situation

At a prominent care agency, I initially served as a Senior UX Designer before formally transitioning to a Product Manager role. The company faced a significant challenge in their timesheet management process. After each shift, care staff would get their timesheets signed off via their work management app. However, approximately 10% of these timesheets had issues requiring intervention from the Finance department and local office staff. This process was time-consuming, inefficient, and caused considerable inconvenience to clients.

Task

My initial task as a Senior UX Designer was to research and design a solution to streamline the timesheet exception handling process. As the project progressed, I transitioned into a Product Manager role, where I was responsible for leading the development team, writing user stories for sprints, and ensuring the timely delivery of a high-quality solution.

 

The project aims were to:

  1. Reduce agency overhead costs

  2. Minimise client inconvenience

  3. Improve overall efficiency

Action

Research and Design Phase (as Senior UX Designer)

  • Collaborated with the Finance department to categorise timesheet issues into six groups, identifying that 73% could potentially be resolved through our new feature.

  • Created user flows, wireframes, and prototypes for a new "Timesheet Validation" section in the client booking platform.

  • Conducted usability tests and iterated on the design based on user feedback.

Development and Implementation (as Product Manager)

  • Led the development team, writing user stories for sprints to ensure clear communication of requirements.

  • Collaborated with UI designers to integrate the new feature seamlessly into our new design system.

  • Developed Pendo product tours to introduce and explain the new feature to users.

Strategic Launch

  • Implemented a two-phase launch strategy to deliver value quickly:

  • Phase 1: Resolving Location and Signature issues (59% of total issues)

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  • Phase 2: Addressing Start Time, End Time, Break, and Mileage discrepancies (an additional 14% of issues)

Results

The project exceeded expectations:

  • Week 1 of Version 1: 69% of Location and Signature issues were resolved by clients on the platform, resulting in a 40% reduction in Finance department workload.

  • One Month After Version 2: 89% of all targeted issues were resolved on the platform, leading to a 64% reduction in Finance department workload.​​

These improvements translated to:

  • Significant time savings for both the Finance department and branch staff.

  • Reduced client inconvenience.

  • Estimated savings of six person-days per week in the Finance department alone.

Key Learnings

  • Cross-functional collaboration is crucial: Working closely with Finance, Development, and Design teams ensured a comprehensive solution.

  • User-centric design pays off: Our focus on usability testing and iteration led to high adoption rates.

  • Phased launches can accelerate value delivery: By releasing features incrementally, we were able to demonstrate value quickly and gather feedback for future improvements.

Areas for Improvement

  • Implementing a comprehensive change management plan, including a go-to-market product marketing plan for clients, could have led to faster adoption.

  • Introducing incentives for clients to use the new system could have led to higher engagement.

  • Exploring AI solutions for validating the remaining 8% of Receipt Photos that need manual checking.

Conclusion

​This project not only solved a significant business problem but also marked my successful transition from Senior UX Designer to Product Manager. By leveraging my design background and developing new product management skills, I was able to lead the creation of an impactful feature that saved the company money, improved efficiency, and enhanced client satisfaction.

END

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