Balance — Case Manager
Leave case management for HR practitioners.
Caseload, deadlines, and status — in view at once.
I created a new case management product for Leave & Absence teams. It replaced manual case work with a system for reviewing workload, managing cases, and supporting accurate decisions.
Problem
The work existed. The product did not.
Before this product, case management was manual. HR practitioners were often managing 50–80 cases at a time without a dedicated system for reviewing workload, tracking case status, or seeing the health of the work across the organization. The result was slower support, more room for error, and more effort spent piecing the work together by hand.
What mattered
This was not just a workflow gap. It was an accuracy and support problem. Teams needed a better way to assess workload, track risk, and move cases forward with the right context in view.
What I created
I designed a new case management product for Leave & Absence teams. It had three core parts: a dashboard for workload and org health, a queue organized by next action, and a case view that kept status, documents, timing, and history in one place.
Workload in view
I designed the dashboard to show workload and org health at a glance. Practitioners could assess case volume, progress, risk, and support needs before opening individual cases.
Caseload, progress, and risk — in view at once.
Grouped by action
I organized the case list around the work itself. Instead of one long queue, cases were grouped by the action needed next, so practitioners could scan priorities, respond faster, and manage work with more control.
The queue was grouped by what needed action next.
One case, one view
I designed the case page as a single review surface. Status, timing, documents, notes, and history lived together, so practitioners could understand the case without piecing it together across the product.
Status, timing, documents, notes, and history — in one place.
Transparency and clarity for employees
I designed the employee email to carry the same facts as the case page. One sentence of status, a named case manager, the leave timeline, what was already handled, and the one task still owed. Employees saw the case the way their practitioner did.
The same facts, carried from the case page to the employee inbox.
My role
I led product design across strategy, research, and product structure. I mapped the manual workflow, identified the system needs, and defined the interaction model for dashboard, queue, and case review.
Next