• A new out-of-the-box WFM system had stalled after more than two years

• The software could not support complex, union-driven scheduling, absence, and replacement rules

• Change management and rollout had been mishandled, eroding trust

• Frontline workers resisted or outright refused to use the system

• Executives faced mounting pressure as operational efficiency suffered

• Gaps in scheduling, absence management, replacement workflows, and reporting - combined with cultural resistance - had rendered the implementation effectively unusable

Rather than treating the failure as a configuration or vendor problem, the engagement recognized it as a human, cultural, and organizational breakdown. I led extended onsite discovery that prioritized listening, speaking directly with workers who had rejected the previous system, understanding their concerns, and acknowledging where trust had been lost.

Through interviews, journey mapping, and process analysis with project leads, payroll, operations teams, and maintenance manning clerks, we uncovered workflows that the off-the-shelf system simply could not support. Tasks that were faster in the legacy system had become slower and more error-prone, reinforcing resistance and frustration.

Instead of forcing adoption, we designed a solution around the users. Frontline workers were included as stakeholders throughout discovery and design, ensuring union requirements were respected and operational realities were reflected. This shifted the dynamic from opposition to participation and enabled a path forward that the organization could credibly stand behind.

• Extended onsite discovery with frontline workers, payroll, and operations

• Mapping of real-world user journeys and timekeeping workflows

• Documentation of union-driven scheduling, overtime, and replacement rules

• Gap analysis demonstrating risks and value of off-the-shelf WFM software vs other options

• A comprehensive, user-informed product backlog

• Service design artifacts supporting a phased, trust-aware rollout

• End-to-end design of a custom-built WFM system