Iain Harrison
© Iain Harrison

Worker lifecycle Mgmt.

Bringing HR actions into a new admin

Company

Job&Talent


Project name

Worker lifecycle Mgmt.


Role

Design Lead


Date

Oct 22 – Aug 23

In J&T, worker lifecycle Mgmt. is the experience to manage the workers relationship with both J&T as the employer of record and clients/workplaces (i.e., managing work placements, worker profile, and contracts)


At the time the product team was engaged in various initiatives to re-platform the existing marketplace onto a new back office web admin but most of these initiatives were focussed on the marketplace and processes involved in contracting a new worker not on managing updates to that worker later on during their contract which was the focus of this project.

Context

One of the product managers made a successful petition to senior leadership to open a new work steam called "worker lifecycle Mgmt (WoLM for short) focussed on re-imagining and re-platforming all the processes after the hiring had concluded not just in the marketplace at the top of the funnel which other teams were already engaged in.


The overall goal was to centralise the entire end to end process of operating on both candidates and workers within the new platform, delete legacy systems and automate as much as possible in order to realise efficiency gains across the internal operations teams that serviced clients and their associated requests.


In terms of KPIs we were targeting the following:

- Average time to execute action

- FTE/worker

- Worker and client NPS


Secondly the leadership team also wanted the ability to launch new countries more easily at the "push of a button" without needing to invest in custom configurations and product logic each time around key entities such as contracts, placement properties and conditions, requests management, approvals flows, permissions, and off product processes in government bodies like social security.


Early vision prototype


Process flow mapping (Terminations)

Mapping terminations flows with operations team

Identifying patterns in outcome actions in the termination flows

Consolidating and simplifying process flows

Wireframes

Final designs

Connecting terminations to inbox project (v1)

Extend the existing candidate centric compliance inbox to handle worker termination processes as well

Scaling the inbox to handle a greater variety of worker processes automatically (future idea)

Continue to extend the inbox functionality and automate as much as possible.

Supporting frameworks and models

WoLM top level functional areas

US worker actions

US placement statuses map

ES placement statuses map

Nodal UI exploration

Worker profile IA

Worker actions flow and connection to inbox project

Connecting WoLM to inbox project

Pivots/headwinds

There were several important headwinds in this project worth mentioning:


1) Product and design were pushed hard to design and develop our own "nodal UI" like Zapier as leadership saw it as cheap and effective way to configure and launch countries faster but there were concerns about the development cost and strategic necessity.

2) Senior leadership had strong opinions on the specifics around where and how we should show the history of completed actions and open processes on a worker but other stakeholders had concerns abut the proposal to integrate it all in the worker profile and that it would compete with an associated project called "inbox" that was being developed at the same time. In the case of the nodal UI we used data to illustrate that the cost of inefficient regular actions was much higher than the cost in configuring new countries. We also showed that the country configuration and associated processes themselves did not change frequently enough to be worthy of a dedicated front end UI to do so. Finally, visualising the draft UI helped illustrate the development cost and associated dependencies like change approval processes and more advanced permissions management.


For the active worker processes topic we created an interactive prototype which added a dynamic "timeline" into the worker profile which contained both historical completed actions related to the placement. We tested this internally which helped illustrate the overload and confusion that would result in the profile. Both were ultimately descoped from the project.

Process flow configuration concept 1 (read&edit)

Process flow configuration concept 2 (read only)

Timeline and actions in profile prototype