Enterprise Systems Design Migration

Justworks Time Off Internal

Transitioning 100% of CSO to a new internal experience, Customer Central, for time off tickets.

Customer Central Time Off workspace — Company Time Off workspace within Customer Central, a new internal tool. While most companies had 1-3 policies, EOR companies as well as companies with complex tenure could have upwards of 40 policies.

Customer Central policy details page — Policy details page with policy configuration and list of members assigned to the policy. Member location helps HR Consulting answer companies' questions regarding compliance.

Customer Central policy details expanded — Policy details page with policy configuration expanded to show balance structure.

Customer Central policy request details — Requests tab on the policy details page, showing all requests made against the policy by any member assigned to the policy. Time off request details drawers show additional information.

Customer Central time off member view — The member time off workspace lists all policies the member is assigned to. Instead of focusing on the time off details it highlights the balance breakdown.

Customer Central time off calculate balance tool — Calculate balance tool on the member time off workspace.

Customer Central time off audit information — New balance ledger gives CSO insight into a member’s running balance for a policy over a period of time taking into account time off requests, balance adjustments, balance cap limits, and max cycle accrual limits.

Customer Central holidays — Company holiday visibility including custom holidays and countries for which a company has an EOR (Employer of Record) employee in.

Customer Central time off audit logs — New audit logs for time off request, time off adjustments, and custom holidays give a detailed view into all activity relating to an object.

My role

Led research with internal Customer Success Organization, ensuring the new tool reduced cognitive load and improved resolution times.
Conducted a comprehensive audit of fragmented workflows to define a migration roadmap, balancing feature parity with platform modernization.
Partnered with Time Off Mission Team to capture and understand changes from the customer-facing experience.
Led workshop to develop shared launch and enablement plan between Time Off, Internal Tools, and Enablement.

The team

Myself as Staff Experiences Designer on Internal Experiences
Internal Tools PM
Internal Tools FE Eng Manager & Team
Time Off PM
Time Off BE Eng Manager & Team
People Experiences Design Team
Customer Success (CSMs, Specialists, HR Consultants)
Customer Success Enablement

Strategic challenge

Justworks' antiquated internal tools system, CSTools, was not scalable and was rife with technical debt. A new internal tool, called Customer Central, was being developed with a goal to move data and workflows out of CSTools in an organized and thoughtful manner. The Time Off team was undergoing a replatform including a brand new BE service. A decision was made to not connect this new service to CSTools and contribute to its longevity, requiring all time off data and workflows to be moved to Customer Central. I was tasked with leading the design migration to Customer Central, ensuring 100% data parity while managing the change for a 250+ person Customer Success Organization.

The results

Successfully turned off Time Off in CSTools (old internal tool).
Supported the migration of 9,276 companies with an active time off policy to the policy configuration through internal tools.
Moved 4 workflows from Internal to self-service for the customer including editing a time off policy and editing a time off request.

Key decisions & trade-offs

Strategic Scope Reduction: I advocated for the removal of 'Policy Editing' capabilities, a controversial but necessary move to shift the product toward a self-service model. This decision reduced frontend complexity and aligned with our long-term goal of empowering customers through self-service. While CSO was nervous to lose this capability, I highlighted the new customer-facing policy editing should greatly reduce tickets asking for help editing a policy.
Development of New Audit Service: The old CSTools had a limited audit trail called "The dumper" where data was dumped and the user would have to search through it for historical context. I partnered with a BE team and developed a new framework to visually display an audit history to objects such as the time off policy, time off request, and custom holiday. Time off was the first area to incorporate the new audit service.