Lydia Phung
3 weeks from research to solution
1 sprints for development
Ever had a question that could've easily been answered with a help article rather than a 5-minute call? Well this study outlines how I decreased those types of phone calls, emails, text messages, and overall caseload for our client-facing teams with a few simple UI tweaks.
When a clinician is viewing a timesheet on the app, they are shown a status but no other information about what to expect or what the status even means. If the clinician has a question about their timesheet, they will reach out to the Community Support/Timesheet team but they will often omit critical information that our teams needs to assist in the situation. As a result, we receive about +670 cases per week related to timesheets.
What if we could reduce the amount of cases we get by giving clinicians more information about their timesheet and status? For inquiries on any given timesheet, what if we could automatically collect the information our teams need to help the clinician? The goal would be to both reduce the amount of cases we get weekly related to timesheets and also reduce the amount of time it takes to close a timesheets case in an effort to reduce our cost to serve.
When asking our client facing partners what are the top categories driving cases for their teams, one of them was inquiries around timesheets.
Clinicians will email, text, or submit a webform with content along the lines of "pay me!" or "When will my timesheet be paid?". However, often times they're not specifying which shift/timesheet they are referring to. Since there can be many timesheets in various statuses for the same user, this can lead to more follow up. All this back and forth communication which elongates the time to complete tasks for out team and frustrates users as they don't answers in a timely manner.
Current Exp: I need help form
Current Exp: Pending Status Timesheet
At the time, our design system team had newly released some banner components that I was eager to use and experiment with for this idea. The buttons were not part of the component but later I discussed with the Design System Lead to add them as they were a nice visual and functional addition.
At this point I was ready to run designs by our payroll and timesheet teams who work closely with clinicians. Part of the meeting was also getting answers to some questions I had around our timesheet processes as well as where they are comfortable with expectation setting to our users.
Payroll & Ops Leadership Feedback
Part of the design was linking the "Learn more" CTA to a resource from our knowledge base. Below is a draft article I put together as an early idea. We opted to redirect to our knowledge base so that whenever processes change or statuses are added/removed, the copy can easily be changes without engineering involvement.
Goals of the article
"Get help" would surface a web form, but this time we know what timesheet users are looking at. Once they submit the form, we can grab the shift & timesheet ID to pull into sales force for our team to quickly look into and reply.
With the potential to reduce time taken to resolves cases equating to saving ~$100k annually, and the cost to build was $15k, this project was easily given the go ahead.
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I already had a few fast follow ideas that came about as we worked through the project and gathered feedback:
