Reducing development waste through user-centered discovery
Type of Product
Saas
My Role
Product Manager
My Contribution
Stakeholders Management
Product Discovery
CONTEXT
Following the implementation of a new feature, I observed considerable customer resistance, resulting in a high volume of support tickets.
Schedule Management
The product is an AI-driven solution for planning employee schedules.
Editing Feature
Manual editing of the shift in detail: tasks and breaks.
Several Markets
Several client markets affected. This was a general usability issue.
The challenge
The client identified a critical gap: despite using AI for the scheduling process, the subsequent manual editing of tasks and breaks was proving to be inefficient.
A total redesign was considered, but I decided to conduct a preliminary Product Discovery (through a series of interviews) to identify problems before committing engineering resources.
Poor hierarchy
Before selecting a task, it was necessary to select the entire shift.
Additional adjustments
It was necessary to manually adjust tasks when editing an adjacent break.
Counterintuitive flow
Creating breaks required first creating tasks, increasing the cognitive load.
THE SOLUTION
Direct Interaction
We have streamlined our process by eliminating the previous hierarchy, enabling tasks and breaks to be edited with a single click (resulting in a 50% reduction in interaction).
Smart Auto-fill
We have implemented automatic readjustment logic for tasks occurring in the period adjacent to breaks.
Direct access to Breaks
Creation of a specific button for breaks, simplifying the creation flow.
Results & Impact
Making the client a recurring Design Partner thanks to collaboration through interviews.
A total rebuild was avoided through surgical adjustments to the UX, optimizing resources.
