IIR Case Routing

UX / Stakeholder Management / Research / Strategy

To address growing complexity in case routing and delegation across Workday Support teams, I led a cross-functional initiative aimed at uncovering user needs, identifying development scope, and informing resource planning.

I planned and facilitated targeted research sessions with Directors, Managers, and Analysts across over 10 teams operating in three time zones. These sessions were guided by a custom-built script designed to uncover pain points and expectations when delegating or receiving Support cases across regions.

Key insights were synthesized and shared with the working team through collaborative workshops. We discovered that case management rules, terminology, and workflows varied widely—often lacking alignment with the current framework. The UI and logic behind case routing had been managed by a single contributor, further amplifying scalability risks.

To support informed development planning, I created a shared deck outlining levels of effort for proposed enhancements, aligned with risk, complexity, and value. This enabled Business Systems Analysts (BSAs) to better articulate development scope, frame resourcing requests, and set expectations with stakeholders.

This work laid the foundation for more accurate sizing of engineering work, established a clearer shared vocabulary, and created a strategic path toward a more scalable and cohesive case delegation system.