New York Fairworkweek

New York Fairworkweek legislation has been introduced to protect part-time workers in retail and foodservice industries. The law requires business owners to share employee schedules in advance and compensate their employees if schedules change without proper notice.

Client

Deputy

Project type

UX/UI Design

Year

2020

Challenge

The current company system did not provide substantial visibility and full assistance to customers in the USA with Fairworkweek.

Customers are required to be informed and guided about what’s going on in the system through appropriate recommendations within a reasonable time and place.

My role

As the design lead in the Compliance team, I was responsible for the following:

Research and understand current customer’s understanding and experience on Fairworkweek in New York city
Learn about customer expectations and requirements on NY Fairworkweek
Present research findings
Work closely with PM, Sales and Legal teams on defining a roadmap, its phases and jobs-to-be-done
User experience and interface design

Outcome

Clear visibility and storage of Good Faith Estimate
Automated workflows to issue and re-issue of Good Faith Estimate
Ongoing recommendations with schedule updates
Bulk employee scheduling
Easy access to records

What did the process look like?

Discovery

Stakeholder discussions
Competitor analysis
User interviews
Internal interviews

Analysis

Experience map
User flows
Feedback synthesis

report

Key findings
Recommendations
Play back
Next steps

Design

Wireframes
Stakeholder feedback
User Interface
User feedback

Validate

Internal feedback
QA
Cusromer feedback

Discovery

Our first step in understanding the landscape was to review the current system state and learn about the USA Fireworkweek legal requirements to identify the main gaps.

Main Fairworkweek laws business requirements:

Provide employee schedules in advance and take employee’s scheduling requests into consideration
Provide all employees with Good Faith Estimate of the hours they can expect to work
Pay employees a higher rate if their work schedules are changed or their hours are reduced
Ensure easy access to employee schedules
Scheduling employee shifts in accordance with employee ‘rest periods’

7 rules of NY Fairworkweek for quick service restaurants (QSR)

Research

Who did we talk to?	What did we want to learn?
Internal Sales Legal Engineers	General understanding of customer’s expectations and requests: How often do customers express interest in Deputy being FWW compliant? What are the main requirements/requests from them? What are the customer expectations from Deputy? Where does Deputy sit compare to its US competitors? What are the biggest US competitors that assist customers to be 100% FWW compliant?
External New and existing customers based in the USA who are impacted by NY Fairworkweek: QSR (quick service restaurants) employers with 30 or more locations Emerging retail employers with 250 - 750 employees engaged primarily in the sale of consumer goods.	General understanding of customer’s current experience, knowledge and pain points on the following: NY FWW background Schedules in advance Electronic copies 10-hour window rule Good Faith Estimate Additional pay condition Access to records(Audit)

Who did we talk to?

What did we want to learn?

Internal

Sales
Legal
Engineers

General understanding of customer’s expectations and requests:

How often do customers express interest in Deputy being FWW compliant?
What are the main requirements/requests from them?
What are the customer expectations from Deputy?
Where does Deputy sit compare to its US competitors?
What are the biggest US competitors that assist customers to be 100% FWW compliant?

External

New and existing customers based in the USA who are impacted by NY Fairworkweek:

QSR (quick service restaurants) employers with 30 or more locations
Emerging retail employers with 250 - 750 employees engaged primarily in the sale of consumer goods.

General understanding of customer’s current experience, knowledge and pain points on the following:

NY FWW background
Schedules in advance
Electronic copies
10-hour window rule
Good Faith Estimate
Additional pay condition
Access to records(Audit)

Feedback analysis

Competitor analysis

From internal interviews with our Sales team based in the USA I identified a few direct and indirect competitors and did analysis of their products to understand how they position themselves and what they do well on the Compliance Fairworkweek side.

Key Research findings

There were a number of repeated patterns:

New and existing customers require guidance on how to follow FWW rules and stay compliant
Automated workflows required to reduce manual entry, increase accuracy and save time
When users make schedule related changes, they expect updates and recommendations to be aware of the impact
Easy access and visibility of records to be audit-ready

Planning

Since the Good Faith Estimate is the first and main component of the Fairworkweek it bacame our first priority on the roadmap. I mapped out step by step flows for both businesses which require to onboard their new and existing employees with Good Faith Estimate (GFE) and later, issue an updated GFE if it’s changed. The flows helped me and the team to understand the bigger picture and break down work into phases.