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Timesheet: An enterprise solution for call center agents

FinTech | Client Project

One stop solution to track and plan a huge team's productivity at a very detailed level!


12 weeks


UI/UX Designer & Researcher


Adobe XD, Miro


15% to


Increase in task completion rate


customer acquisition rate within 1 month of launching the MVP


People were working from home all over the world during the pandemic. The client company (insurance domain) having the same approach at work thought of having a productivity measure for their employees. Originally, the company used traditional methods of maintaining excel sheets and word documents to keep a track of the efforts completed by their employees. As a design solution, we created a platform to manage productivity of all 1000+ employees that were part of the company.

Design Process

We used the double diamond for the design process iteratively. I had multiple sessions with stakeholders to get a clear picture of the problem and real scenarios. I also worked with the internal team (business analyst, developers & tech lead) at every stage of the project.


User Research

I conducted user interviews to understand the user's way of working including both team leads and team members. It helped me highlight the real needs.


We have two users. First is a team leader who leads a team of around 10 team members. Second is the team member. Both our users work in planned shifts.


On the basis of data collected, I created two user personas.

user personas1.png
user personas2.png

Key Findings

I gathered all the information captured in interviews and understanding of the personas. I then made a note of all the findings.

Team Leader

A team leader analyzes his team members' productivity and assigns shifts

Group 1413.png


  • Plans shifts, leaves, overtime, compensation, etc. for the team members.

  • Analyzes productivity of team at individual and team level.


  • Has very little time to manually check the logged efforts from documents.


  • To ensure that his/her teams are timely completing the shift times/overtime/compensations and know their efficiency.

  • To know the less optimal tasks or tasks that are taking more of the team's time.

  • To know team members who might need extra training or assistance.

  • To know who performed well throughout the day, month, quarter and year.

  • To plan shift for one or more team members in a way that they are aware of the shift plan/leave/compensation/overtime of all team members.

Team Member

A team member enters his efforts and also tracks them on daily basis


  • Work on their system and note their daily efforts.


  • To improve concentration while working on tasks.

  • To get an overview of how many hours are logged.

  • To know their efficiency.

Group 1414.png


  • Have to switch between tasks to manually log each task completed.

  • Might easily forget logging the tasks.


How might we design a digital solution for tracking and managing of team leaders' and team members' daily efforts?


Now that we had our main problems in front of us, we started working on brainstorming and bring out all possible solutions. I worked with my team on daily basis to ensure all business requirements were met and that I was on the right track and solving the right problem.


We defined five scenarios for the given problem:

  1. Team leads should be able to analyze the productivity of their team.

  2. Team leads should be able to look at the team members working currently and their future planned working days at a glance.

  3. Team leads should be able to plan shifts for their team members.

  4. Team member and team leaders should be able to input their tasks.

  5. Team member and team leaders should be able to track their productivity.

I created wireframes to ideate on possible ideas as per the user scenarios


Design Solution



Testing was done at various stages of the design process. Initially the wires were tested with real users in a remote setup. Iterations were carried out after the feedback. The final design was also tested and we got more than 90% positive feedback from our real users as well as stakeholders. For shift planning section, an A/B testing was done between my design and an another designer who was interested in the module. My design got maximum votes and was hence selected for further development.

Key Learnings

  • Getting to the core and asking "why" helped me a lot to get answers to my questions and helped shape the design solution.

  • This project had helped practice iterative testing at various fidelities of design.

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