UX RESEARCH | UX DESIGN | UI DESIGN | USABILITY TEST
Effective workforce planning is essential for achieving operational excellence, particularly in dynamic industries where resource allocation and employee scheduling directly impact business outcomes. To address the limitations of traditional tools and processes, we designed a Workforce Automation Planning solution focused on improving efficiency, enhancing adaptability, and resolving key user pain points.
This internal project for Accenture aimed to accelerate workforce management within AIP+, ensuring a balanced approach to demand and supply management.
Note: To comply with my non-disclosure agreement, I have omitted confidential details. The insights and case study shared here are my own and do not necessarily reflect the views of Accenture or the platform.
Overview
The project addressed critical challenges in workforce management by optimizing resource allocation, improving scheduling efficiency, and enhancing overall operational performance.
The goal was to create a user-centered platform that simplified workforce planning while aligning with organizational objectives.
Launch Date: January 2020
Duration: January 2020 – June 2023
Role: I aligned the design with the organization’s capabilities, ensuring the solution met both user needs and business goals.
Tools & Technologies: Google Suite, Sketch, InVision
"Vision - WFP Suite - All-in-one solution"
The vision was to develop a comprehensive Workforce Planning Suite that integrates essential modules into a unified platform, delivering maximum value to users.
Our focus was to
Empower users to work smarter with intuitive and optimized tools.
Automate and streamline workforce planning processes.
Enable teams to meet KPIs, improve engagement, and achieve organizational goals effectively.
This solution aims to become the gold standard for workforce planning, helping users rave about its impact on efficiency, adaptability, and business outcomes.
Step 1 - Understand
Problem Statement
Organizations struggled with workforce inefficiencies due to siloed processes, lack of real-time insights, and difficulties managing diverse teams. These issues resulted in:
Staffing gaps and overstaffing, leading to poor demand-supply alignment.
Suboptimal resource allocation, reducing productivity and customer satisfaction.
Outdated systems with unintuitive interfaces that were difficult for employees and managers to use.
These challenges necessitated a centralized, flexible, and user-friendly solution to improve workforce planning and operational efficiency.
Business Challenge
The project required designing a scalable, centralized platform to reduce inefficiencies and empower users with actionable insights. It also needed to accommodate diverse user roles and comply with labor laws and internal policies.
Specific challenges included:
Manual Scheduling Processes
Existing workflows were time-intensive and prone to errors.
Limited Real-Time Insights
The absence of timely data hindered workforce adaptability to changing demands.
Outdated User Experience
Legacy systems were difficult to navigate, discouraging adoption.
Scalability Constraints
Existing tools could not meet the needs of a growing workforce or evolving business requirements.
Goal Misalignment
Balancing cost efficiency with the need for user-friendly and flexible solutions was complex.
Key Business Priority
Optimizing Resource Allocation
Address staffing inefficiencies to improve cost management and operational effectiveness.
Enhancing Operational Efficiency
Streamline scheduling processes to save time and reduce manual effort.
Ensuring Scalability
Develop a solution adaptable to organizational growth and dynamic needs.
Data-Driven Decision-Making
Provide real-time analytics for more effective workforce management.
Improving User Adoption
Design an intuitive interface to encourage widespread use.
Compliance and Auditability
Integrate features to ensure adherence to labor laws and offer robust reporting.
My Role
As the UX Lead for Accenture's Workforce Planning Solution, I took charge of the design efforts from the project's inception in January 2020. Over the next six months, I focused on evolving the service to address key workforce management challenges within the organization.
Core Priorities
Ensured user insights and business objectives were closely aligned throughout the project.
Led in-depth research with the Business Analyst and Assistant Manager to uncover user motivations.
Used research findings to inform the development of features that effectively addressed user pain points.
Developed comprehensive experience strategies and prototypes to guide the project.
Drove alignment across teams and secured stakeholder buy-in.
Worked closely with the project manager and stakeholders to define the product’s scope.
Balanced user-centric goals with organizational priorities.
Ensured consistent design execution and effective collaboration.
Delivered user-centric solutions that aligned with both user needs and organizational objectives.
Goals & Objectives
The primary goal of the Workforce Planning Solution project was to create an optimized, scalable platform that enhances the organization’s ability to efficiently manage its workforce, improve resource allocation, and automate scheduling.
The solution aimed to streamline workforce planning, support data-driven decision-making, and increase operational efficiency.
By employing a multi-pronged approach, the platform sought to boost user engagement and provide highly accurate planning capabilities. Ultimately, the solution was designed to enable Accenture to manage its workforce with greater precision, driving improved operational outcomes and business success.
Step 2 - Define
The project began with the Design Thinking methodology, focusing on empathy to identify user needs and workforce management challenges. Collaborating with the Business Analyst (BA), I conducted stakeholder meetings to gather and prioritize requirements, ensuring a deep understanding of pain points and business objectives.
Priorities
Objective | Key Actions | Expected Outcomes |
Develop Scalable Framework | - Design a framework for long-term planning and short-term adaptability. - Incorporate AI for predictive analytics. | - A robust platform capable of scaling with organizational needs. - Improved forecasting accuracy. |
Streamline User Workflows | - Create user journeys, wireframes, and prototypes. - Design intuitive workflows to enhance usability. | - Simplified workforce management processes. - Higher user satisfaction and adoption. |
Integrate Real-Time Analytics | - Develop dashboards for actionable insights. - Ensure real-time data accuracy and updates. | - Data-driven decision-making capabilities. - Improved operational efficiency and accuracy. |
Automate Core Processes | - Implement automation for scheduling, forecasting, and reporting. - Utilize AI to reduce manual effort. | - Time savings through reduced manual tasks. - Enhanced accuracy in workforce planning. |
Validate and Iterate | - Test prototypes with users for feedback. - Refine designs based on usability testing and stakeholder input. | - Continuous improvement in design. - A user-centered solution tailored to real-world needs. |
Who are the USERS?
In collaboration with the Business Analyst, we held several meetings with stakeholders to finalize the user roles for the WFP solution. After defining the key users, we started designing the solution, initially focusing on the Admin user.
The Admin User is the primary user, with full rights to view and manage the organization's overall workforce planning. This role is critical for overseeing the entire process.
Next, we identified the Hiring Manager as a key user responsible for managing the demand-supply balance within the organization.
The Workforce Planner is another essential user. They are tasked with visualizing the impact of potential decisions, forecasting future workforce trends, and understanding how these decisions affect KPIs such as service levels and ASA.
The workforce planner ensures that hiring and staffing plans align with the organization’s goals, helping to meet customer satisfaction targets.
The Forecaster plays a key role in creating accurate workforce forecasts, while the WFM Scheduler is responsible for developing the company’s schedules.
Finally, Operations Managers oversee team management and ensure smooth operations.Based on these insights, I designed a solution tailored to the Admin user, enabling them to monitor, detect, and automatically balance intraday gaps. This design reduces upfront decision-making, minimizes cognitive load, and provides stronger information cues to support user decisions.We build the designs for primary user i.e. Admin and HR Team
.
User Pain Point
There are three legacy platforms, each responsible for different steps in the quoting process, the key user pain points are likely to stem from fragmentation, inefficiency, and inconsistencies.
Lack of Real-Time Visibility
Inability to monitor and adjust staffing levels in real-time, which can result in missed KPIs or performance targets.
Difficulty in tracking staffing variances and operational challenges as they happen, leading to reactive problem-solving.
Complexity in Forecasting and Planning
Challenges in accurately forecasting long-term staffing needs based on historical data and business trends.
Difficulty in anticipating short-term staffing demands or understanding the impact of shrinkage on the workforce.
Data Discrepancy and Lack of Integration
Difficulty in integrating workforce data with other business systems, resulting in siloed information and a lack of actionable insights.
Inconsistent or incomplete data leading to inaccurate decisions and forecasting.
Difficulty Meeting KPIs and Performance Targets
Struggling to meet key performance indicators (KPIs) due to improper resource allocation or lack of effective planning.
Poor alignment between workforce goals and business objectives, leading to missed targets and reduced productivity.
Competitive Analysis
Strong integration with existing HR and payroll systems is a common advantage, ensuring a seamless user experience.
Real-time capabilities like tracking, compliance management, and reporting are becoming industry standards.
Limited focus on customized user experiences or industry-specific needs in some solutions.
Many solutions are resource-intensive to implement, making them less attractive to mid-sized businesses.
Long-term strategic planning features often take a backseat to operational functionalities.
Competitor | Key Features | Strengths | Weaknesses |
Workday | - Advanced workforce analytics - Strategic and tactical workforce planning - AI-driven insights - Integration with HR systems | - Comprehensive solution with seamless HR integration - Scalability for large enterprises | - High implementation costs - Steep learning curve for new users |
SAP SuccessFactors | - Workforce planning and analytics - Scenario modeling - AI-powered forecasting - Integration with SAP ERP | - Robust reporting capabilities - Strong integration with SAP ecosystem | - Complex customization process - Limited suitability for mid-sized businesses |
Kronos (UKG) | - Workforce scheduling - Time and attendance tracking - Predictive analytics - Compliance management | - User-friendly interface - Strong presence in industries like retail and healthcare | - Limited advanced planning features - Lesser focus on long-term strategic planning |
ADP Workforce Now | - Workforce management and analytics - Time tracking - Resource allocation tools | - Easy integration with payroll systems - Accessible for small to mid-sized businesses | - Basic functionality for complex workforce planning |
Oracle HCM Cloud | - Workforce modeling and analytics - AI-driven recommendations - Comprehensive HR suite | - Advanced automation and machine learning capabilities - Highly customizable | - High cost and resource-intensive implementation |
Research Key Insights
Long-Term Forecasting
A solution is needed to deliver highly accurate results by analyzing historical data and evaluating multiple options, ensuring precise understanding of scheduling and forecasting requirements.
Detailed Shrinkage Planning
A solution is needed to identify factors impacting long-term hiring requirements, helping to minimize the risks of understaffing or overstaffing and reduce organizational strain.
Meeting Critical Goals
A solution is required to facilitate planning that aligns with the organization’s most critical objectives while providing insights into potential outcomes across various scenarios.
Reverse Solving for Performance Targets
A solution is needed to identify the staffing requirements necessary to achieve specific performance targets.
We mapped the workflows for hiring, scheduling, forecasting, and resource allocation to identify inefficiencies and areas for improvement.
Proposed Solution
With the Workforce Planning solution, users can automate intraday management, boosting productivity and enhancing employee experience through the Employee Engagement Manager. This feature adds intelligent automation, enabling real-time monitoring of KPIs and staffing variances, while automatically addressing operational challenges.
We envisioned a centralized Workforce Automation platform with
Role-specific dashboards for real-time KPI tracking.
Advanced forecasting tools to simulate workforce scenarios.
Automated scheduling and demand-supply analysis.
Robust compliance reporting and audit trails.
Step 3 - Design
Generating Ideas
We conducted brainstorming sessions and design workshops to explore potential solutions. Ideas were evaluated based on feasibility, usability, and alignment with business goals. Key ideas included
Interactive dashboards with drill-down capabilities.
AI-driven optimization recommendations for staffing.
Scenario planning tools to assess the impact of workforce changes
We planned to design a Workforce Planning Suite with user-specific features tailored to different roles. The solution intelligently and automatically communicates with managers and employees to address issues, enabling organizations to quickly adapt to intraday staffing and performance fluctuations, reduce costs associated with overstaffing, and meet service level targets.
The design deliverables included intuitive user interfaces with automated workflows and real-time analytics dashboards. Detailed user journeys were crafted to ensure a seamless experience for all personas, from planners to managers, addressing both user and business needs.
As-Is-Analysis
The As-Is Analysis provides an overview of the current and future state of the workforce, identifying and evaluating business processes. It offers a comprehensive view of the organization, presenting data in a graphical format. This analysis allows businesses to assess their current processes and pinpoint areas for improvement. By identifying inefficiencies, it can help reduce costs, increase productivity, and enhance customer satisfaction, which is critical for maintaining competitiveness in the market.
Supply Analysis
The Supply Analysis helps users understand the current "supply model" or "staffing assessment" by analyzing the organization's existing labor supply. Users will have access to all reports related to the organization's staffing levels and resource availability.
And, all the other important modules in it... It covers the below as well
DashboardA central location displaying real-time insights, performance metrics, and key notifications. | Scheduling EngineAutomated scheduling, shift management, and real-time adjustments. |
Workforce Forecasting ModulePredicts labor demand and aligns staffing requirements based on various business conditions (seasonality, trends, etc.). | Task & Workflow AutomationAutomates repetitive administrative tasks like employee data entry, payroll processing, and document generation. |
Performance MonitoringTracks KPIs such as employee performance, service levels, and other metrics tied to organizational goals. | Time & Attendance TrackingMonitors employee clock-ins, clock-outs, breaks, and overtime. |
Leave ManagementManages requests and approvals for leaves, absences, and vacations. | Compliance TrackerEnsures adherence to labor laws and organizational policies regarding work hours, overtime, and breaks. |
The Framework
The platform design was guided by the following key principles
User-Centricity: Simplifying workflows and reducing cognitive load to improve usability.
Scalability: Creating a flexible solution that can grow with the organization's evolving needs.
Transparency: Ensuring clear communication of insights and actionable recommendations to users.
I invested time upfront in creating detailed documentation to support the design rationale and reduce reliance on data alone. This proactive approach helped minimize unnecessary debates and ensured that the design decisions were better understood across teams.
Establishing clear design principles and a content prioritization framework further enhanced visibility into my decision-making process, aligning the team with the vision and fostering a shared sense of direction throughout the project.
Content First
My earliest design challenge was determining how to display content in our Workforce Planning solution for different users.
I hypothesized that the priority of content for Admin users would differ, as they have access to all functionality and features in the web app, while other Workforce Planner users would have distinct content and features tailored to their profiles.
Lacking qualitative data to support this assumption, I created a hierarchical flow chart to explore how users in the organization prioritize different content categories and which elements were most important to them in their specific contexts.
Together with the Business Analyst, we engaged in discussions with stakeholders and various users of the web app to explore user-based features. Through this think-aloud exercise, we discovered that users prioritized content based on their experiences during workforce planning, identifying what was relevant to them, and what would assist them in managing hiring, forecasting, and automating the process.
The results revealed the need to prioritize user-specific content that would be familiar and relevant to all users. Based on these insights, I began designing the workforce planning suite tailored to different user roles. I then integrated the optimization process with automation to build the remaining structure, ensuring it aligned with user needs and enhanced efficiency.
Collaboration and Oversight
Working with cross-functional teams, including platform designers and product managers, I maintained design consistency across all modules. By balancing user-centric goals with business priorities, I delivered a solution that was both functional and strategic.
After analyzing the strengths, it made sense to create a simplified dashboard for other users, tailored to their specific roles and permissions. Our proposal was to ensure that all users could easily access the necessary features within their own dashboard, in contrast to the more extensive functionality available in the admin panel.
The next challenge was effectively communicating to users what content was available in their personalized dashboard and how they could best utilize these features.
Communicating Design
Given the scale of this project and its structured design thinking approach, I needed to ensure everything was thoroughly planned before teams would commit to moving forward. Many teams required detailed documentation, which I provided in the form of Jira stories and additional documents.
For each feature phase, I followed a cycle of gathering requirements, building consensus, obtaining approvals, creating detailed specifications, and handing off work.
My process began with sketching and whiteboarding concepts and flows with my Business Analyst (BA) partner, which were then translated into high-fidelity design comps. Since I was leveraging existing design patterns, it was relatively easy to proceed directly to high-fidelity designs.
Understanding the Use cases
User Should be able to Track performance metrics like service levels, Average Speed of Answer (ASA), and agent utilization rates to ensure operational efficiency. |
User ( HR Managers) should be able to Identify and resolve staffing gaps dynamically, addressing under- or overstaffing in real-time. |
User ( HR Managers, Admin ) should be able to Manage user roles, access controls, and organizational settings to align with workforce planning needs. |
User ( HR Managers, HR Team) should be able to Generate detailed reports to ensure adherence to labor laws and internal policies. |
User ( HR Managers, HR Team ) should be able to Consolidate data from hiring, forecasting, scheduling, and operations for a unified view of workforce performance. |
User ( HR Managers, HR Team ) should be able to compare workforce demand with current capacity to pinpoint hiring needs and adjust resources. |
User ( HR team) should be able to Distribute workforce resources to priority areas based on current and forecasted demand. |
Recruitment and Skill Management:
|
Forecast Visualization and Scenario Planning:
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User ( HR Managers, HR Team ) should be able to Create comprehensive plans that align workforce activities with organizational goals and seasonal variations. |
User ( HR Managers, admin, HR Team ) should be able to Receive data-driven suggestions for staffing adjustments, enhancing efficiency and cost management. |
Next, I designed all screens in Sketch and Adobe XD, sliced the comps, and assembled them into a prototype in InVision.
In the early stages, I focused on presenting designs to the BA for approval. As the project progressed, I shifted focus to micro-interactions, which I created in InVision.
Prototyping proved to be the most effective way to gather meaningful feedback from the team, secure consensus from stakeholders, and obtain approval from senior leadership. I was able to easily distribute prototypes via links for review and feedback.
Detailed Specs
During this project, I created a set of documentation to communicate requirements to the engineering team and assist the quality assurance teams in writing test cases.
The deliverables included the CX Spec, which covered requirements and user journeys, and the Visual Design Spec & Keylines, which outlined the design system.
This documentation required the most revisions throughout the project and had the highest overhead to maintain.
Note : These components are just for refrence
Core Components
Intraday Management EngineAutomates the detection and resolution of staffing and performance gaps in real time. | Workforce Planning DashboardCentralized interface to monitor KPIs, staffing levels, and workforce trends |
Scheduling EngineAutomated scheduling of workforce based on demand, historical data, and forecasting. | Forecasting EngineUses historical data and trend analysis to predict future staffing needs. |
Employee Engagement ManagerManages employee interactions and automates routine HR processes to improve satisfaction and retention. | Analytics and Reporting ModuleProvides real-time analytics on performance, forecasts, and workforce efficiency. |
Integration LayerEnsures seamless integration with other enterprise systems such as HRM, payroll, and CRM. | +more |
Compositions and Layouts
Admin DashboardKey performance indicators (KPIs), real-time staffing levels, alerts for under or over staffing, and operational performance metrics. | User Role-Specific DashboardsSeparate views tailored for Admin, Hiring Managers, Workforce Planners, Forecasters, and Operations Managers. Each view would display relevant data and tools to their role. |
Workforce CalendarA calendar view to visualize schedules, planned forecasts, and intraday adjustments. | Forecasting and Scheduling ViewsVisual tools that display workforce forecasts and the corresponding scheduling needs. |
Trend and Impact AnalysisVisual graphs and charts showing trends in staffing, service levels, ASA, and KPIs. | +more |
Visual and Functional Enhancements
Data VisualizationUse of interactive charts, graphs, and heatmaps for real-time tracking of KPIs, staffing levels, and performance metrics. | Real-time Alerts and NotificationsA real-time notification system to inform managers of staffing issues, performance gaps, or operational bottlenecks. |
Responsive LayoutsEnsures the solution is accessible on various devices (desktop, tablet, and mobile), with intuitive, mobile-friendly designs. | Progressive DisclosureOnly display information relevant to the user’s role, allowing them to focus on what matters without distraction. |
Automated RecommendationsSuggest staffing adjustments, forecast changes, and schedule modifications based on historical data and machine learning algorithms. | +more |
Interaction Components
Interactive Data FiltersAllow users to filter data by time, department, or performance metrics to get actionable insights. | Drag-and-Drop SchedulingAn intuitive interface to quickly adjust schedules by simply dragging and dropping shifts or staffing allocations. |
Real-Time Collaboration ToolsEnable cross-functional collaboration by allowing users to share schedules, forecasts, and performance data in real-time. | Interactive Alerts and Action ButtonsWhen issues are detected (e.g., under or over-staffing), users are given actionable steps (e.g., schedule adjustment, staffing suggestions). |
Scenario SimulationsAllow users to test the impact of different staffing decisions or schedule changes on KPIs and service levels. | +more |
Feedback Mechanisms
User Feedback SurveysRegular prompts for users to provide feedback on the effectiveness of features, ease of use, and overall experience. | Performance Metrics FeedbackDisplay of key metrics (e.g., service level achievements, ASA, etc.) as a continuous feedback loop to users. |
Automated Performance ReviewsPeriodic reviews based on KPIs, with recommendations for process optimization. | Behavioral TrackingMonitor how users interact with the system and provide personalized suggestions for improvement. |
Validation
Once prototype was ready, we recognized the importance of testing it with real users to validate our assumptions.
Two months before the delivery date, we intensified efforts to validate our most critical hypotheses. Through user testing sessions, we identified several top risks in the product
Quality, Performance, and Stability: Ensuring the product met high standards for reliability.
Wayfinding: Improving navigation to make it intuitive for users.
Task Completion: Ensuring users could efficiently complete their intended tasks.
Task Interactions: Addressing how different user tasks influenced or interfered with each other.
The testing sessions also uncovered several issues that needed resolution before moving forward. This feedback was instrumental in refining the prototype, prioritizing fixes, and ensuring the product met user expectations before advancing to the next phase.
Handoff
After completing the usability study and refining the design based on user feedback, the next critical step was the handoff to the development team for implementation. This phase required clear communication and collaboration to ensure the design was accurately translated into the final product.
Documentation and Design Specifications
I provided comprehensive design specifications, including user journeys, wireframes, interaction flows, and UI elements. This documentation served as the reference point for the development team to ensure they had all the necessary details to implement the design accurately.
Prototypes and Assets
Interactive prototypes were shared with the development team to showcase how the platform should behave in real-world use, guiding the implementation of dynamic interactions and transitions.
All assets, such as icons, images, and visual elements, were organized and provided in an easily accessible format for the development team to integrate seamlessly.
Collaborative Review Sessions
I held several handoff meetings with developers, product managers, and QA engineers to walk through the design specifications, clarify any uncertainties, and address questions. This helped align everyone on the vision and reduce misunderstandings during implementation.
We conducted multiple review cycles, ensuring the design was being developed according to the agreed-upon specifications, adjusting for technical limitations where necessary.
Ongoing Support
As the development progressed, it was promised to provided continuous support by reviewing design implementations, conducting design audits, and making refinements based on technical feasibility or user feedback.
This handoff process ensured that the design was successfully integrated into the final product, allowing the development team to create a robust, scalable Workforce Planning Solution while maintaining a strong user-centric approach.
Results & Impact
The new Workforce Automation Planning solution delivered significant improvements:
30% Efficiency Boost
Automated scheduling and real-time analytics cut planning time and reduced manual effort.
Optimized Resource Utilization
Dynamic allocation ensured balanced staffing and effective resource distribution.
Enhanced User Adoption
A user-friendly interface and streamlined workflows increased satisfaction and adoption rates.
Improved Demand-Supply Alignment
Real-time insights enabled accurate staffing predictions, reducing overstaffing and shortages.
Better Forecast Accuracy
Advanced tools delivered precise scheduling and hiring plans, aligning with business objectives.
Increased Operational Agility
Automated workflows enabled faster responses to changing demands while ensuring compliance.
Challenges
The biggest challenge I faced was balancing progress with design development while collaborating with the wider team. Given the cross-functional impact of the project, coordinating and gaining buy-in from various stakeholders—both co-located and distributed—proved to be a complex task.
Managing feedback was particularly challenging, as there were frequent back-and-forth discussions with differing viewpoints. Design decisions often lacked clear data to guide them, leading to frustration, delays, and skepticism around intuition in the design process.
Reflections - What I Learned
…because it was quicker and cheaper to build it that way.
Throughout this project, I observed a troubling trend, our team disproportionately focused on measuring outputs—meeting deadlines and delivering features—rather than learning and measuring outcomes. This led to significant waste, short-sighted decisions, and unnecessary distractions for the team.
If we had asked, “Are we building the right thing?” as frequently as we asked, “Are we going to meet our date?”, we could have delivered a more reliable, intuitive, and polished product much sooner.
Many people ask me if I am proud of delivering the Workforce Planning (WFP) solution at Accenture. My response is often a partial truth, and here’s why:
I value simplicity, focus, and utility. My goal as a designer is to craft experiences that seamlessly enable users to complete their tasks without frustration. I care deeply about attention to detail, utility, and user satisfaction. At the time of delivery, however, I found it difficult to embrace this product because I was acutely aware of its shortcomings:
I knew where usability issues were hidden.
I knew which critical features were missing.
I saw how much time and resources were wasted building non-critical features.
I recognized how these trade-offs compromised performance and reliability.
My dissatisfaction wasn’t rooted in perfectionism but in an insistence on quality—quality that should never be compromised, even in a product’s first version. Quality, I’ve learned, is not just the responsibility of the design team but of the entire organization. Creating magical, seamless user experiences requires a shared commitment to excellence across all teams.
Looking back now, I’ve realized that my personal dissatisfaction with the product’s quality doesn’t negate its value. The production of this product wasn’t about how I felt—it was about whether and how the product is being used.
So, if you ask me if I’m proud of what I created, my answer remains no. However, I am immensely proud of what I accomplished for Accenture:
I helped the team recognize areas for improvement in both the product and the processes behind its creation.
I positioned the team to learn and grow, exposing inefficiencies and advocating for better practices.
I believe delivering this product was necessary to reveal what needed fixing—both in the product itself and in how we worked as a team.
Great design takes time, collaboration, and a shared mindset geared toward learning. While the first version of this product fell short of my ideals, I’m proud of the foundation we’ve built for continuous improvement.
Final Thoughts
Designing the Workforce Automation platform was a transformative experience that underscored the importance of user-centric design in solving complex business challenges. While the first iteration had areas for improvement, it set a strong foundation for future growth and optimization.
This project highlighted my ability to lead the end-to-end design process, collaborate with diverse teams, and deliver solutions that drive business value and enhance user experiences.