Project OverviewProject BriefResearch & DiscoveryDefinitionIdeation & CreationSolution
Cross-discipline collaborative industry project.
CASE STUDY DETAILS
INDUSTRY: ECOMMERCE
MY ROLE: UX RESEARCH & DESIGN, UI DESIGN
TYPE: INDUSTRY HACKATHON (ACADEMIC)
DELIVERABLES:
• Functioning app feature
• Presentation to Industry Panel
TEAM: 3 UX Designers, 2 Data Scientists, 2 Software Engineers
Danice Castaldi
UX Designer
Sean Zapanta
UX Designer
Triman Grewal
UX Designer
Ali Razi
Data Scientist
Haesun Jung
Data Scientist
Mikael Koo
Software Engineer
Ali  Sadoughi Yarandi
Software Engineer
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TOOLS:
PEN & PAPER
Figma
Google Sheets
Google Docs
PythonHTML/CSS/Javascript
SUMMARY
PROBLEM
7shifts, an employee scheduling software for restaurants, presented us with a problem space that is currently being experienced within their app: "How might we help restaurant managers schedule shifts more efficiently?"

SOLUTION
A new feature within the existing 7shifts scheduling interface which allows managers to use an incentivized point system to increase staff motivation while fostering their development.
Project Brief

7shifts provided us with the 'How Might We Question' below to solve. They also informed us that managers within the mid-market range (200-300 employees being managed) struggle the most with scheduling shifts due to the number of employees.

Initial hmwq
How might we help restaurant managers schedule shifts more efficiently?
Research & Discovery
Brainstorming

Our first step after receiving the initial HMWQ, was to brainstorm as a group as to what difficulties and issues managers face when scheduling shifts.

We also generated ideas on possible solutions. In order to select the best area of focus, the data scientists conducted brief research to identify the topics for which they could obtain enough data points.

PAIN POINTS According To Data

“High turnover, especially in the restaurant industry, can be an ongoing struggle. And the only thing more frustrating than over or under-scheduling is not having enough staff in the first place and getting caught short-handed during a peak season.”

Obstacles of Shift Scheduling...

Absentees
Staff don’t show up to their shifts due to low motivation

High Turnover
With less staff on the floor, the work is more difficult and turnover becomes high

Untrained Staff
There are staff shortages due to high turnover, and constant untrained employees as a result of the high turnover

Staff shortages cause scheduling issues.

Managers face the difficulty of devising schedules that are considerate of everyone's preferences while fostering a sense of equitable growth among the staff, in order to retain them.

$150,000 lost

on average by restaurants yearly in just staff turnover

15% loss

in profit yearly due to absenteeism

120% turnover

rate for fast-food service employees

Top reasons restaurant employees leave:
28%

For higher pay

23%

More consistent schedule/ income

17%

More development or promotion opportunities

our new problem statement
In the fast food industry, the turnover rate is 120%, higher than the average food industry which is at 60%. This presents managers with difficulties when scheduling and staffing shifts.
Definition
Problem Scope: Who are we helping?

With our problem statement selected, we were able to define our target user and the problem we are trying to solve in a more specific way.

WHO

Managers of Mid-Market Fast-food Restaurants, Ages 27-34

Where

North America

What

Foster staff development

Refined How might we question
How might we help managers of mid-market restaurants in North America foster staff development while scheduling shifts in order to reduce staff turnover?
Persona
We used the selected data & refined HMWQ to create our persona George.
George Watson
He's a shift manager at Five Guys. With the restaurant's growth, scheduling shifts for hundreds of employees has become a challenge due to frequent last-minute dropouts on holidays and weekends.
" Managing a growing team presents scheduling challenges, especially on holidays. It requires precise coordination and adaptability."
Goals
• To make sure the dropped out shifts are replaced
• Reduce employee turnover
Frustrations
• Last-minute dropouts create unpredictable gaps in the schedule
• Struggles to find last-minute replacements, leading to understaffed shifts.
Age
32
Occupation
Staff Manager at Five Guys
Marital Status
Married
Motivation
• Efficient process in finding replacements for dropped shifts
• Minimize last minute shifts drop out
Task
User: Manager
"People clearly don’t want this shift, I’ll add some incentive..."
User: Staff
"I’ll take this shift, I want the points!"
George, a manager, wants to use an incentivized point system for staff to pick up undesirable shifts so that he can increase staff motivation while fostering staff development.

This will reduce shift swaps & drops as well as reduce staff turnover, thus making scheduling a lot more easier & efficient!
Task Flow
We broke the selected task up into steps to create our task flow, and understand what our solution will look like.
George publishes schedule
Notices high number of cancellation and shift swaps
He sets up shift incentive
Notifications are sent out to employees
Shifts are allocated to the first employees to accept
Ideation & Creation
Solution
Final Screens

The 'Post Shift Incentive' modal allows the manager to select a date, time, and break, as they would when scheduling a shift. The modal also allows the manager to select an incentive amount and the skill level of employee who can then claim the shift along with it's incentive points.

Feature Demo
Impact
We believe that the addition of a shift incentive feature to 7shifts existing app will help managers of mid-market restaurants in North America foster staff development and reduce staff turnover.

Shift incentives will result in:
  • easier to fill & less dropped shifts
  • staff feel a sense of development & are less likely to leave
  • reduction in staff turnover means more time for managers to focus on planning & running their restaurant
  • managers spend less time hiring & training staff
Employee Turnover
71%

Non-monetary rewards such as career development opportunities can reduce Employee Turnover by 71%.