IIR Support Case Routing


To address growing complexity in case routing and delegation across Workday Support teams, I led a cross-functional initiative aimed at uncovering user needs, identifying development scope, and informing resource planning. I planned and facilitated targeted research sessions with Directors, Managers, and Analysts across over 10 teams operating in three time zones. These sessions were guided by a custom-built script designed to uncover pain points and expectations when delegating or receiving Support cases across regions.

  • Research
  • Usabilty
  • Strategy
  • Presentation


Intro image
Home page rebuild versions.


Overview

Key insights were synthesized and shared with the working team through collaborative workshops. We discovered that case management rules, terminology, and workflows varied widely—often lacking alignment with the current framework. The UI and logic behind case routing had been managed by a single contributor, further amplifying scalability risks.

To support informed development planning, I created a shared deck outlining levels of effort for proposed enhancements, aligned with risk, complexity, and value. This enabled Business Systems Analysts (BSAs) to better articulate development scope, frame resourcing requests, and set expectations with stakeholders.

This work laid the foundation for more accurate sizing of engineering work, established a clearer shared vocabulary, and created a strategic path toward a more scalable and cohesive case delegation system.


Role

Lead Librarian

Timeline

2023-2025

Partners

UX, Product, Dev

Surface

Web




Impact at a Glance

1 shared deck for leadership to gather resources
3 flavors of development effort
6 support teams able to tailor custom rules


Process

Problem

  • Case routing UI and it’s logic were adjusted and configured by one person.
  • There are over 10 teams across 3 different time zones with different needs.
  • Managing rules and delegations are complex and terminology doesn’t apply to a specific area.
  • We (BSA's) don’t know how to size this properly as Dev work. We need to ask for resources.

Approach

  1. Plan and lead research sessions for Directors, Managers, and Analysts in the Support space.
  2. Build a session script tailored to extract user needs when delegating or receiving incoming Support cases across multiple timezones.
  3. Provide BSA’s an idea of development scope for enhancing the current framework Synthesize finding and workshop with the working team.
  4. Build a shared deck to highlight different level of development efforts and corresponding risks.