B2B SAAS PRODUCTION
TEAM
MY ROLE
Who is Betterplace
BetterPlace is Asia’s leading human capital SaaS platform, empowering enterprises to manage the complete lifecycle of their frontline workforce. As an HRMS solution, BetterPlace addresses every aspect of frontline workforce management, including discovery, hiring, onboarding, background verification, payroll, upskilling, and services such as vendor management, workforce fulfillment, insurance, and credit. Our solutions are used by over 1,500 businesses across 500 locations in the APAC, India, and GCC regions.
“Attend” is one of the products in our HRMS solution that helps companies manage the attendance and shift schedules of their frontline workers.
WHAT IS ROSTER
Effortless Attendance Management
With Attend, tracking employee attendance and managing records becomes effortless. This feature enables employers to access and update attendance data anytime, streamlining processes and saving valuable time.
Smarter Shift Planning with Roster
The “Roster” feature transforms how shift allocations are handled. By syncing with leave data and payroll, it eliminates the need for traditional methods like notebooks and ensures accurate payroll calculations
Manager-Centric Solutions
Empower site managers to assign shifts seamlessly for their teams. This case study focuses on enhancing shift planning from the manager’s perspective.
BUT HOW IT ALL STARTED?
The Forgotten Roster
The old team made the roster four years ago and left it to gather dust—no updates since then.
Old Files, New Surprises
When we got the chance to work on the Attend product, we dug into old research and found a physical attendance sheet.
What’s the Big Problem?
The old team had pointed out manual attendance and shift problems and designed the roster to fix them—sounds good, right?
Let’s See What Clients Think
Curious about how the roster was holding up, we called up a client using the Attend product.
Plot Twist: They’re Not Using It
To our surprise, they weren’t using the roster feature at all. They were bulk uploading Excel files instead—talk about a shortcut!
Other Clients...Same Story
We reached out to two other clients, and guess what? They were doing the same thing—skipping the roster feature.
Non-Users Speak Up
We asked clients who didn’t use the Attend product why they stayed away.
Roster Fail: The Dealbreaker
The reason? They didn’t subscribe because the roster feature was broken, with a confusing UI that made it impossible to use.
The Cost of Bad Design
We learned the hard way that one bad design decision cost us clients and money. Lesson learned!
Lets find out the problem
To identify the common and important problems to focus on, we used two approaches:
1. "We spoke with the people who are actively using our roster."
2. "We conducted a self-evaluation to validate their feedback.
Research with users
Some users don’t know how to do the process by themselves because of the complex UI so our company setup a solution team and group pf 3 people to handle this shift allotment request from the client
We scheduled a call with managers from client side and the people from our solution who are working on this roster creation.
SELF EVALUATION
Conducted a self-evaluation of our design using heuristic principles and our design intuition. This helped us identify key areas for improvement and ensure the design aligned with user needs. (Finding will discussed along with the solution in the solution section)
finding from the research
The primary functions of the roster, like adding shifts, marking weekly offs, and managing leaves, aren’t working properly because of the unintuitive UI.
Rostering is currently being done entirely in Excel and then uploaded to our system due to the complexity of the workflows.
The UI requires significant rework, as users expect a better experience than what is currently available.
It takes approximately 15 to 20 mins for a manager supervising an average of 40 employees at a site to complete the roster, which is too slow.
Some clients want the ability to create a roster once and set rules for it to repeat automatically based on different shifts and timings for subsequent months.
Interestingly, even members of our solutions team find the process difficult to complete, despite being well-versed in it.
BUSINESS PROBLEM
We have potential customers who are ready to pay, but we are missing out on the opportunity due to usability issues and the poorly designed and built system.
user problem
The roster was meant to make things faster, but it ended up being a tedious process that reduced productivity. Why should they spend money on a product that doesn’t do what they need?
path to bring the solution
To make the data easy to interpret our approach was to treat each roster creation steps into different milestones:
milestone 1 Roster Home
Out of all the problems we identified, the biggest issue users face is with the shift creation process. It’s not intuitive, the UI is poor, and it doesn’t provide a good experience.
Therefore, the most important thing we want to address is reducing the time taken for shift creation and improving the UI of that flow
MILESTONE 2 SHIFT CREATION
MILESTONE 3 ADD-ONS ELEMENTS
IMPACT
We introduced the feature in phases, starting with the “Homepage” and “add-on” changes, followed by the rollout of the “new shift-adding” feature two weeks later. Here are some of the key impacts we achieved after the launch.
