Chris Allen
Chris Allen
Hourly Limits
Product Brief
The RollKall Agency portal is an off-duty job scheduling platform for law enforcement. This portal allows law enforcement agencies to create and assign off duty jobs, set agency rules and monitor incoming client payments.
Project Overview
In this project, I present “Hourly Limits”, a new product feature that monitors the number of off-duty hours worked by officers in order to prevent hourly work violations.
Project Goal
Create a system that will reduce the frequency of hourly work violations.
Responsibilities:
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UX Research (interviews and personas)
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UX Design (user flow and usability testing)
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UI Design (high fidelity mockups)
Role: Lead Designer
Length of project: 4 weeks
Company: RollKall
Empathy
The CX team started receiving calls from frustrated police officers who had been locked out of their accounts in the mobile app but didn't know why. After speaking with CX, I discovered that the officer’s account access had been disabled by their administrator for violating their agency’s hourly work limits.
User Interviews & User Persona
I understood the officer's frustration and wanted to find out why it was happening. So, I conducted several user interviews. During these interviews, I quickly identified the main issue and who it was affecting. I found that there were two main personas with specific problems: LEA administrators and officers.
Key Takeaways
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The RollKall mobile app doesn't track the amount of hours officers work and officers don't like tracking their hours manually.
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LEAs may have several unique hourly work limits for officers.
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LEA admins feel overwhelmed by having to set the hourly work limits for their agency and track the amount of hours worked by hundreds of officers.
Problem to Solve
Officers using the RollKall mobile app currently lack a feature to track their work hours, which can lead to exceeding their LEA’s hourly work limits. This oversight not only puts officers at risk of temporary suspension but also affects the reliability of LEAs, as they may struggle to fulfill security staffing requests from clients, potentially damaging their reputation.
Proposed Solutions
Create a setting for LEA administrators to easily set hourly work limits for their agency. These rules should be automatically enforced in the mobile app. The app should track the number of hours worked and prevent officers from exceeding their agency's work limits.
Ideation Phase
Whiteboarding, Flow Chart & Storyboarding
Develop a feature that allows LEA administrators to set hourly work limits for their agency directly within the RollKall mobile app. These limits will be automatically enforced, with the app tracking officers' work hours in real-time. If an officer approaches their agency’s limit, the app will prevent further scheduling, ensuring compliance and reducing the risk of overwork or suspension.
Prototype, Test , Iterate
I used components from my design library to quickly start developing mid-fidelity wireframes
First, I determined the placement of the feature, selected an appropriate name for it, and chose an icon to help users easily identify the new feature among the various other settings.
Next, I focused on drafting the verbiage that should be shown in the mobile app when an officer is restricted from working a job.
Initial Prototype
My initial design allowed the user to enable the hourly limit feature and then set hourly limits for each day, week, or month. Then, I created a clickable prototype to get feedback from my target users.
Testing Feedback
While the design concept was ideal for some of my users, it was lacking features for others.
Key Iterations
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Design needed a customizable rule by date and occurrence
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Design needed to include the option to override an hourly limit
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Include on-duty and off-duty hours
Based on the feedback from usability tests, I collaborated closely with the development team to finalize the design iteration. We chose to restructure the verbiage of rule set questions to ensure users can easily understand how to set an hourly rule. Additionally, we incorporated a customizable rule and included the ability to track on-duty hours.
Final Design
In the agency's settings page, the user can select, "Hourly Limits" to locate the new feature.
The user can select or unselect a check box to enforce hourly limits for their LEA.
When hourly limits have been enforced, the user can select the hourly rule type from a drop down menu.
When the hourly rule type is selected, the user can enter numeric values for the specific hourly limit. If an hourly limit is no longer needed, it can simply be removed by selecting the red remove text.
When a LEA has decided to enforce hourly work limits, officers from that LEA will be notified in the mobile app when they apply for a job that will violate their agency's hourly work limit. The officer will either be completely restricted from applying to the job therefore preventing a violation or the officer can override the hourly limit and apply for the job.
Project Conclusion
Once the design process was finalized, the new feature progressed through development, underwent QA testing, and was successfully deployed. We then reached out to several LEAs to gather feedback on their experience with the feature. We were delighted to hear that both officers and administrators appreciated the feature, finding it effective in resolving their issues.
Next Steps