The work organization between customers, lead assistants and basic assistants is organized via mail or phone. A standard process for quality management is not established. Therefor the business is not scalable.

The customers vision was a taskboard, where customers and assistants organize their work together.

For Customers: Quick and easy delegation of tasks to the virtual assistant, better follow up on the status and flawless integration of assistents into the own workflow

For Employees: Standardization and automation of workflows, payoff and feedback

For the business: Developing KPIs particularly for quality management and capacity utilization, creation of systemic incentives to encourage compliance and expansion of the service as project management tool

Due to the sheer amount of features, the biggest challenge was to sort, categorize and clearly arrange them. For simple use cases short cuts had to be found, so features and services were grouped by customer types to skip lengthy processes.

On the taskboard functions appear / disappear or are prioritized different according to the stage the task is in. To make functions unavailable in certain stages was a controversial decision, but helped to unbloat the interface and navigate the intended paths. With changing (including setting back) the stage of a task, those functions become available again. So the solution is leaving the path, which supposedly already happened, when the unavailable action is needed in that stage.

Center Piece of the platform is the Kanban taskboard. The status of a task is synchronized through all three involved user roles. According to the users role different actions are available in different stages.

Customers can delegate tasks quick and easy. They can organize whole projects with their teams on the platform and book assistant time when needed. This way the assistant becomes more a team member of the customer.

The overhead of assistants is drastically reduced. They are supported in their own time management and can better overview and regulate their workload.

For the customer it became a scalable service. KPIs for capacity utilization, demand, restraint and quality allow to pilot the whole business. Positive leadership is supported through mentoring and systemic incentives.