When faced with a loosely-defined product vision at ProService, I stepped into an ambiguous challenge to innovate a next-generation HR platform, shaping clarity from complexity through strategic ideation and prototyping.
Through research, our team knew clients struggled with fragmented HR apps but lacked concrete user data or clear technical direction. Without defined product boundaries, we needed to deeply understand underlying user needs and innovate entirely new workflows.
Clarifying the Mud of Ambiguity
I led rapid innovation workshops, engaging cross-functional teams and our CPTO to collaboratively define our approach. I quickly mapped low-fidelity experiences to better understand where we could 'play' with the technical landscape to improve our user journey.
With the team aligned on an approach, I tested directly with users to validate the direction, and iterated based on clear user insights. This reduced ambiguity quickly, turning uncertainty into tangible product opportunities with room to grow.
The Outcome
This agile innovation process led to a clear product definition, establishing a shared vision for the unified HR dashboard.
The team understood:
• What we were building • Why we were building it • How it could evolve • How to plan our roadmap accordingly
We now had a backlog of user-focused design ideas, quickly followed by a solid engineering backlog of refined work.
95%
of users successfully reached their destination app from ProService Home
Biometric identification and role-based access streamline clock-in/out, automating cost codes and GPS tags for reporting.
88%
of users opted to repeat ProService Home use over their direct app logins
Self-serve setup for shared devices now takes less than 30 minutes. The streamlined process leverages existing client and employee profile data through a user-friendly iPad app.
One
single login enables one-click access to five integrated apps.
Clients used up to four different types of time clocks or manual entry methods that required ProService support. The proprietary app replaced cumbersome third-party clocks and allowed remote updates within a single system, ensuring longer-lasting use.
The Solution
As the design lead, I guided my team through uncertainty by combining strategic vision with tactical user validation. Our team was finally able to deliver clear user value because we were focused on user success. Through innovative design thinking, business leadership, and our team were aligned and empowered to take a fearless approach to ambiguity.
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