Introduction
Unquork was looking to improve internal operations to run the business effectively.
Since they were relying on Excel with manual processes, which has been time-consuming and often get lost.
Duration
20 weeks engagement
(Financial Analysis, Resourcing, Billing + Invoice)
Team
2 Designers
Project Manager
2 SMEs from the Financial and Operation Team
User Interview
We conducted initial user interviews with four engagement managers and the operational team to reveal the current process, user pain points, and user needs to shape the product scope.
Current User Flow
Based on the findings from the user interviews, I created a user flow to ensure our understanding is correct.
We decided to digitize the current flow from the stakeholder and user discussion.
New Project: Assign Talents
On-going project: Resourcing Adjustment
Requirement Gathering
I created the shared requirement cheat sheet by collaborating with the Engagement Managers and Operation Team. I created the baseline from what we found in the user interviews and current flow walkthrough, and then we all contributed to shaping the requirement scope together.
Proposed Sitemap
I created a high-level site map based on the initial user interviews, scope and requirements.
Design Iteration Excerpt
I executed weekly design feedback and testing: 10+ feedback sessions and iterations within 20 weeks.
Final Product
USE CASE 1: New Project - Talent Assignment
STEP 1: EM Submit Initial resourcing.
STEP 2. Operation Team Assigns Talents
(1.5 Assignment Screens)
USE CASE 2: On-going Project - Resourcing Adjustment.
STEP 1: PM Submit Resourcing Adjustment Request
STEP 2: Operation Team Assigns Talents
KPI ResuLT
SUS survey score is significantly improved from 1.3 to 3.8.
Also, assignment time for the new project was speeded up by 62% on average.
The client invoice pushback, caused by resourcing, was reduced by 14%.
Next Steps…
Improve Initial Assignment Flow
MVP is made based on the current workflow/responsibilities, based on stakeholder’s request. For post-MVP enhancement, user flow could be much shorter if we eliminate the “initial schedule” flow from the EM since OPs check and adjust talent schedules later when they do the assignment.
Initial Set of Recommendations
Show the best set of assignments and start from there.
We excluded from MVP for the engineering feasibility and decided to revisit with initial Assignment Flow improvement.
For MVP, recommendation happens only when the OPs choose the talent individually.
Save for later for Assignment
Save the progress. This functionality might not be critical, but it is good to have.
Talent Skillset
Include Talent Skillset in Recommended Assignment.
Currently, only request in notes and manual pick is available.
We excluded from MVP because of the engineering feasibility.