Reliability Score & Attendance

The Issue

WAE introduced two new features/policies-Reliability Score and Attendance Strikes. These new items were communicated to employees and put into practice but there wasn’t a way to see the information in the App.

Attendance Strikes

Each worker gets three attendance strikes before they’re suspended. We were having issues with workers cancelling shifts without any consequences causing rosters to be less than 100% filled. To reduce this and to weed out frequent offenders we introduced a policy where people would get a strike when they cancelled a shift too close to the shift start time. If they received three strikes in a 90-day period, they were suspended from the system for five days.

Reliability Score

Each worker was also assigned a reliability score. This score was being shown to the employers but employees were not aware of their scores or how to increase them. These scores were determined using machine learning and were used to propose workers which workers to invite to shifts if the roster was not filled. Also, jobs were released to workers with a 100% reliability score first to allow the most reliable people to sign up before others with a lower score.

Design Process

Created a place for employees to view their reliability score, attendance, total hours worked, total shifts worked, and total earnings.

Attendance

Previously, workers would cancel a shift or get suspended and not know. They would go to sign up for a job in the App and the sign up button would not work. This caused users to call or send support tickets. Our internal staff would then have to dig into the system to find out what happened. Often users would complain that the App was broken or not working correctly.

I added a full screen block for any user that is suspended when they log into the App. They will only be able to navigate to My Stats until the suspension is over. Under My Stats users can track their attendance strikes and when clicked the user can see their attendance history. If the employee is suspended, they will be allowed back into the App after five days. I added a count down eliminating the need for employees to call our help desk.

Reliability Score

A workers reliability score goes up and down depending on numerous factors. Now employees can view scores and if clicked can view the factors that determine it.