Product DesignUX ResearchMobileB2B SaaSProduct Strategy

Open Shifts & Shift Offers

Designed and led two connected features for Bizimply's workforce management platform — Open Shifts lets managers post unassigned shifts for employees to claim, while Shift Offers lets employees give shifts back to the business for fair redistribution. Replaced chaotic manual coordination with a structured, mobile-first system that keeps managers in control. Removed key sales objections, retained at-risk customers, and differentiated Bizimply from competitors with a business-mediated model instead of peer-to-peer swap.

The Problem

In hospitality, rosters break daily — sick calls, no-shows, unexpected rushes. Managers were chasing coverage through phone calls, WhatsApp groups, and sticky notes. When employees swapped shifts informally, hours went to friends instead of the most available person, and managers lost visibility. Prospects were walking away because Bizimply lacked shift swap and open shift features that competitors already offered, and existing customers were tying renewals to this gap.

Key Metrics

~20% activated in 2 months

Adoption

Removed key objection

Sales unblocked

Closed product gap

Competitive position

4-5 months to release

Timeline

My Role & Approach

Conducted 10+ customer interviews, competitor analysis, and existing data mining to understand pain points. Discovered the core insight: businesses wanted coverage solutions but refused to lose control over shift redistribution. Designed a business-mediated model (not peer-to-peer swap) where hours always go back to the business first. Built Open Shifts as the foundation, then Shift Offers on top. Integrated Open Shifts into the existing roster view despite dev team pushback for a separate page. Brought developers in early to surface technical constraints before designs were locked.

Tools & Tech

Design

Figma

Other

JIRANotion

The Build Process

Research & Discovery

Mined existing customer data and support tickets, conducted 10+ customer interviews (some repeated 2-3 times), mapped competitor shift swap features, ran product team workshops

Insight Synthesis

Identified the trust gap — businesses don't trust floor-level shift decisions. Led to the core philosophy: hours go back to the business, not peer-to-peer

Exploration & Decisions

Evaluated swap shift vs. business-mediated model, separate page vs. roster integration, auto-assign vs. manager approval. Chose control and fairness over convenience

Solution Design

Designed end-to-end flows for both features across web and mobile — Open Shifts creation on web, all claim/offer/approval flows mobile-first via MyZimply. Advisory compliance alerts, configurable limits, targeted notifications

Beta & Launch

Priority access to research participants, then 50+ account beta group. 98% of the design shipped unchanged. Minor button and micro-flow refinements. General release to all accounts

Learnings

“QA is a design partner, not just a quality gate — their edge case thinking catches screen states designers miss. Feature discoverability is a problem worth solving at launch, not after. Early developer collaboration prevents late-stage redesigns. Phased delivery (Open Shifts first, Shift Offers second) de-risks complex features by validating the foundation before adding complexity. Fairness as a design principle produces cleaner, more controllable systems.”