Superpunch Mobile: mobile quick action hub for call center
We empower manager to
respond in batch instantly,
and boosts agent’s punctuality
Rated: 4.7 / 5
used by agents across 170+ client programs
project overview
Platform
Mobile, 1-N
My role
Product designer
Duration
2024-2025
Partners
2 product managers,
1 Dev leads,
1 marketing VP
Key Features
It emphasizes instant, responsive management during office hours & after hours
Schedule
Shift swap requests
Approval center
ExpressPay
Business outcomes
Save time
Design stories
Finding the keys to
frictionless, systematic, and informative UX
story #1
Schedule/Shift swap requests
What does it show
stay up to date, report, and manage their reschedule after hours with ease (so system is up to date etc)
How this resonates with my value
informative: transparent data build efficiency, and confidence
frictionless: quick update and fast response → agile system enables fast feedback and growth
why do people need this
user problem: agents are unable to see schedule unless in office
urgency: misinformation leads to employee absence or unpreparedness and lowered team capability and reliability
deficiency: web-only schedule is inaccessible out of work; phone call takes longer time to communicate reports, and relies on employee hotline availability
How does it help
action: agents can see, report, and manage their upcoming schedules
task: agents can stay up to date with work schedule and balance life emergencies with professional duties
results: call centers ensure efficient workforce management and contract completion
story #2
Approval center
What does it show
enable unified, mobile-first housekeeping experience for managers
How this resonate with my value
frictionless: save time
systematic: it streamlines fragmented request data into a standardized, recorded approval workflow
Why do people need this
user problem: tedious approval works constrained managers from performing high-value tasks
urgency: miss requests lead to inefficient workforce capability
deficiency: tedious steps, rigid location (had to walk back and forth, distract from current tasks)
How does it help
action: low effort - swipe approval or batch approval
task: fast batch approval anywhere with mobile phone
result: reduce managerial burden, higher quality team coordination and support
story #3
Express Pay
Why do people need this
enable employee quick access to financial support
How this resonates with my value
frictionless: relieving core stress causes and stabilize performance
informative: showing employees their eligible earnings and payout progress give them confidence and sense of job security
why do people need this
user problem: employees face financial instability during pandemic, causing stress and burnout → unstable employee performance
urgency: large number of employees face frequent financial challenges, distracting from high-value work
deficiency: regular payroll can take up to days, impact cash flow
How does it help
action: employees can view real time balance and apply for fast payout with quick, guided steps
task: transparent payout process within a fraction of the time
results: raise loyalty and job security, boost employee retention, reducing hiring cost
Business outcomes
save time
managers can leverage small time for fragmented task on mobile, saving time for high value operational work
employees can confirm schedule and swap requests with minimal time & communication cost to maintain punctuality
call centers save cycle time with streamlined workforce management
save money
retain employee to save hiring cost
make money
improve managerial capacity, reduce leadership hiring cost, improve net operation profit
Reflection
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