Drilldown view of Associate Adjusting Schedule
Schedule adjustment journey from preference submission to ad-hoc changes
Stages
Phases
Jobs to Be Done
Goals & intent
Problems
Key friction points
Actions
Associate activities
Emotions
Emotional state
Actors
Human
Digital
Pain Points
Experience barriers
Key Insights
Risk
Opportunity
Behavior
Outcomes
Expected results
Ideas
Features & Concepts
Preference Submission
Submitting shift preferences
Viewing Schedule
Preliminary schedule release
Initiating Shift Swap
Finding swap partners & approval
Exceptions/Accommodation
Requesting schedule exceptions
Finalizing Swaps & Exceptions
Processing and confirmation
Final Schedule Release
Verifying the confirmed schedule
Ad-Hoc Schedule Change
Last-minute change requests
Submit preferences easily and on time
- •Ensure preferences are considered in scheduling
- •When I need to submit my shift preferences, I want a simple and accessible process to communicate my availability so I can balance my work schedule with my personal life and commitments.
Review assigned schedule quickly
- •Understand if preferences were accommodated
- •When the preliminary schedule is released, I want to quickly review my assigned shifts and understand whether my preferences were accommodated so I can plan accordingly or identify if I need to make changes.
Find someone willing to swap shifts
- •Get approval for the swap quickly
- •When I need to change my assigned shift, I want to easily find colleagues willing to swap with me and have a straightforward approval process so I can resolve schedule conflicts without excessive back-and-forth or delays.
Request exception or accommodation clearly
- •Understand approval criteria and timeline
- •When I have a legitimate reason that prevents me from working my assigned schedule (medical, family, religious, etc.), I want a clear process to request an exception or accommodation so I can fulfill my obligations without jeopardizing my job or wellbeing.
Receive timely decision on request
- •Confirm updated schedule is accurate
- •When my swap or exception request is processed, I want timely notification of the decision and clear confirmation of my updated schedule so I can finalize my personal plans and know what to expect.
Access final schedule easily
- •Verify all approved changes are included
- •When the final schedule is released, I want to easily access it, verify all my approved changes are included, and have confidence that this is the schedule I'll be working so I can stop worrying and focus on preparation.
Request urgent schedule change quickly
- •Understand approval likelihood and timeline
- •When an unexpected situation arises after the final schedule is released, I need a quick and clear process to request a last-minute schedule change so I can handle emergencies or urgent matters without negative consequences.
Preference submission window is short and easy to miss
No guarantee preferences will be honored
System may not accommodate all requests
Schedule doesn't match submitted preferences
Late notification of preliminary schedule
Limited time to review and react
Finding willing swap partners is difficult
Manual process requires coordination outside the system
Approval process is slow or unclear
Exception process is unclear or inconsistent
Documentation requirements are burdensome
Approval timeline is unpredictable
Delayed approval notifications
Approved changes not reflected in system immediately
Lack of confirmation creates uncertainty
Final schedule still contains errors or missing changes
Late release limits preparation time
No clear process for addressing final-stage errors
Ad-hoc requests are discouraged or denied
No clear process for emergency situations
Short notice makes finding coverage difficult
Review preference submission window dates
Access AtoZ or scheduling portal
Submit shift preferences (days, times, locations)
Confirm submission successful
Wait for preliminary schedule release
Receive notification of preliminary schedule release
Log into AtoZ to view schedule
Compare schedule to submitted preferences
Identify shifts that need to be changed
Determine if swap or exception is needed
Identify shifts to swap
Reach out to colleagues to find swap partners (Chime, phone, in-person)
Coordinate swap details with colleague
Submit swap request in AtoZ
Wait for manager approval
Identify need for exception/accommodation
Gather required documentation (medical notes, etc.)
Submit exception request through appropriate channel
Communicate with TM or HR about request
Wait for approval decision
Wait for approval decision
Receive notification (approved/denied)
Verify changes reflected in AtoZ
Confirm with swap partner (if applicable)
Update personal calendar
Receive notification of final schedule release
Log into AtoZ to view final schedule
Verify all swaps and exceptions are reflected
Report any discrepancies to TM or WFM
Confirm schedule with personal calendar
Identify urgent need for schedule change
Contact TM immediately
Explain situation and request accommodation
Find coverage if possible
Submit formal request if required
Wait for decision
60% of CSAs do not complete preference survey — lost confidence it affects their schedule
PFR data not shared with associates or site leaders for 1+ year
System collects preferences but does not close the feedback loop with associates
Associates want transparency in how preferences are used in the scheduling algorithm
Last-minute changes reduce window for personal planning and swap coordination
Associates receive same shifts across multiple cycles with no transparency on rotation logic
Associates proactively checking schedules as early as possible to identify conflicts
Completely manual process; inequitable access based on personal networks
Timeline for finding swaps often reduced if prelim schedules are delayed
Associates willing to coordinate swaps but lack tools to do so efficiently
Process entirely manual and dependent on manager availability; no SLA or transparency
Clear documentation requirements exist but approval criteria lacks transparency
Associates willing to provide supporting documentation when exceptions are genuinely needed
Manual Excel-based tracking creates single points of failure and no audit trail
Associates waiting in limbo without visibility into approval timeline or criteria
Consolidate final schedule communication into a single system with push notification
Associates actively verify whether swap/exception requests were honored after final schedule release
80% of NA-supporting CSAs in India work overnight with no shift differential compensation
Ad-hoc schedule changes occur after schedules committed
Associates willing to help with capacity needs when requests are reasonable and compensated