How can we streamline the shift swap process in Planday to make it more user-friendly?

Introduction

To streamline the shift swap process in Planday and make it more user-friendly, we need to analyze the current system, identify pain points, and develop innovative solutions. I'll approach this challenge by examining user segments, mapping the user journey, and proposing data-driven improvements. Let's dive in.

Step 1

Clarifying Questions (5 mins)

• Looking at Planday's position in the workforce management space, I'm curious about our market standing. Could you share our current market share and how we compare to key competitors like Deputy or When I Work?

Why it matters: Determines if we should focus on differentiation or catching up to industry standards. Expected answer: Mid-tier player with 15-20% market share, trailing market leaders. Impact on approach: Would prioritize innovative features to differentiate and gain market share.

• Considering the shift swap feature is core to workforce management, I'm wondering about its current usage patterns. What percentage of our users actively use the shift swap feature, and how frequently?

Why it matters: Helps gauge the feature's importance and potential impact of improvements. Expected answer: 60% of users use it at least once a month, with 30% using it weekly. Impact on approach: High usage would justify significant investment in optimization.

• Given the mobile-first trend in workforce management, I'm interested in our platform distribution. What's the breakdown of our user base between mobile app and web platform for shift swap interactions?

Why it matters: Influences the focus of our design efforts and potential technical constraints. Expected answer: 70% mobile, 30% web, with mobile usage growing rapidly. Impact on approach: Would prioritize mobile experience while ensuring cross-platform consistency.

• Considering the potential impact on business metrics, I'm curious about our current customer satisfaction and churn rates. How do these metrics compare to industry benchmarks, particularly for users who frequently engage with the shift swap feature?

Why it matters: Helps identify if shift swap is a pain point affecting overall product satisfaction. Expected answer: Slightly below industry average, with higher churn among frequent shift swappers. Impact on approach: Would focus on shift swap as a key lever for improving retention and satisfaction.