Humanforce · Workforce Management

Redesigned Humanforce's flagship product, collapsing a three-app workflow into a single experience

I led the redesign of Roster Manager, the flagship product 600,000+ frontline workers rely on every day.

The week view with the People on the left column and pinned at the top, the highlighted row of unfilled open shifts.

Roster Manager is where shift managers build their team's weekly schedule and where every frontline worker picks up, swaps, and checks their shifts. The workflow had grown across three separate apps over time: one for building the roster based on the staff, one for building it based on the required roles, one for the worker's mobile view. Managers were switching apps mid-task; workers were unsure which one was the source of truth. Support tickets around “where do I do X” had become one of the top ten categories.

I owned the redesign end-to-end from research to launch: user research, cross-functional alignment with GTM, marketing, and support, decisions on the new information architecture, and post-launch success-metrics reporting.

We chose to collapse the three apps into one rather than improve navigation between them. It required a shared data model between three teams that had shipped independently but finally the users no longer had to remember where to do which action, and the new single-experience architecture set the roster-management workflow up to accept future features without an app-selection layer in front of them.

One control to choose between Shift, People, and Role; three views of the same roster. Managers can now switch the way the data is displayed instead of switching app.

The single-app Roster Manager, live and in daily use by 600,000+ frontline workers across Humanforce's customer base.

• Roster time-to-creation dropped 33% for shift managers building weekly rosters
• Support tickets in the roster-management category fell 22% in the first quarter post-launch
• Adoption reached 78% of active roster-managing accounts within 90 days of general availability
• Frontline managers report saving 40 to 90 minutes per week on roster admin (surveyed n=87 across 12 customer accounts, 8 weeks post-launch)
• NPS for Roster Manager climbed 14 points quarter-over-quarter after the redesign shipped

Collapsing three apps into one is the kind of decision that feels obvious in a case study and terrifying in a planning meeting. The design part was less than half the work. Most of it was the alignment across teams, PMs, and executive sponsors that made the consolidated experience actually shippable.