Scaling operational efficiency for 50,000+ volunteers and 7 staff members through a 0–1 internal scheduling web app for a nonprofit
Scaling operational efficiency for 50,000+ volunteers and 7 staff members through a 0–1 internal scheduling web app for a nonprofit
Scaling operational efficiency for 50,000+ volunteers and 7 staff members through a 0–1 internal scheduling web app for a nonprofit
Date
Sep 2024 - May 2025
Sep 2024 - May 2025
Sep 2024 - May 2025
Role
Solo Product Designer
Solo Product Designer
Solo Product Designer
Skills
Interaction Design, Visual Design, UX Research, Systems Thinking
Interaction Design, Visual Design, UX Research, Systems Thinking
Interaction Design, Visual Design, UX Research, Systems Thinking
Team
1 Project Manager, 1 Tech Lead, 10 Developers, 1 Product Designer (me)
1 Project Manager, 1 Tech Lead, 10 Developers, 1 Product Designer (me)
1 Project Manager, 1 Tech Lead, 10 Developers, 1 Product Designer (me)
TL;DR
The project at a glance
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Problem
Staff coordinated volunteers through back-and-forth tools - phone calls, emails, Google Forms, Google Calendar, and spreadsheets. As the volunteer base grew, this fragmented process became slow, error-prone, and difficult to scale.
Staff coordinated volunteers through back-and-forth tools - phone calls, emails, Google Forms, Google Calendar, and spreadsheets. As the volunteer base grew, this fragmented process became slow, error-prone, and difficult to scale.
Solution
A 0→1 centralized scheduling platform that enables flexible volunteer time slot selection and gives staff a single system to manage schedules, attendance, and mass communication.
A 0→1 centralized scheduling platform that enables flexible volunteer time slot selection and gives staff a single system to manage schedules, attendance, and mass communication.
Impact
increase in volunteer applications
increase in volunteer applications
+25%
reduction in manual scheduling time
reduction in manual scheduling time
-40%
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EARLY RESEARCH
As a solo designer, I initiated research to identify the main operational pain points
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To understand how volunteer coordination currently works and where breakdowns occur, I initiated mixed-method research: stakeholder interviews with operations and fundraising staff, surveys with 30+ volunteers, a review of existing tools, and a mapping of the end-to-end volunteer-staff workflow.
To understand how volunteer coordination currently works and where breakdowns occur, I initiated mixed-method research: stakeholder interviews with operations and fundraising staff, surveys with 30+ volunteers, a review of existing tools, and a mapping of the end-to-end volunteer-staff workflow.
WHERE THE BREAKDOWN HAPPENS
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Pain point 1
Limited volunteer autonomy in time slot sign-ups
Limited volunteer autonomy in time slot sign-ups
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Pain point 2
Manual cross-checking slows down volunteer hour tracking
Manual cross-checking slows down volunteer hour tracking
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Pain point 3
Check-in/check-out is hard to manage
Check-in/check-out is hard to manage
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IDEATION
Tackling paint point 1: Limited volunteer autonomy in time slot sign-ups
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Volunteers currently have limited control over selecting their own time slots, so staff must manually assign them based on availability, resulting in extra back-and-forth coordination and scheduling delays, especially during busy periods. I consolidated research with my cross-functional team into an end-to-end workflow diagram.
Volunteers currently have limited control over selecting their own time slots, so staff must manually assign them based on availability, resulting in extra back-and-forth coordination and scheduling delays, especially during busy periods. I consolidated research with my cross-functional team into an end-to-end workflow diagram.
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How should the time slots be displayed?
The clients proposed a calendar view (option 1) because it closely aligned with their organization's current workflow using Google Calendar. However, my PM and Tech Lead were concerned about the technical complexity of building and maintaining a full calendar view. Thus, I ideated on some quick wireframes to suggest alternatives.
In the end, we agreed on a combined calendar and event cards view (Option 2), which keeps a familiar time-based layout while being easier to build and making event details clearer to scan.
The clients proposed a calendar view (option 1) because it closely aligned with their organization's current workflow using Google Calendar. However, my PM and Tech Lead were concerned about the technical complexity of building and maintaining a full calendar view. Thus, I ideated on some quick wireframes to suggest alternatives.
In the end, we agreed on a combined calendar and event cards view (Option 2), which keeps a familiar time-based layout while being easier to build and making event details clearer to scan.
However, after some discussions and early user testing, I found that an event-based selection experience did not match how volunteering actually works :(
❌ On the admin side, there is usually one volunteer shift per day, with volunteers coming and going at flexible times, so creating and managing multiple events added unnecessary complexity.
❌ On the volunteer side, volunteers mainly wanted to choose a time that worked for them rather than select a specific event or program, since activities are not fixed.
❌ On the admin side, there is usually one volunteer shift per day, with volunteers coming and going at flexible times, so creating and managing multiple events added unnecessary complexity.
❌ On the volunteer side, volunteers mainly wanted to choose a time that worked for them rather than select a specific event or program, since activities are not fixed.
Based on these insights, I shifted the design toward a flexible, time-based sign-up experience that better fit both staff workflows and volunteer needs
✅ Admins do not need to manually add events to the calendar for signing up.
✅ Volunteers can flexibly sign up for time slots that fit with their schedule, as well as add any comments on a case-by-case basis.
✅ Admins do not need to manually add events to the calendar for signing up.
✅ Volunteers can flexibly sign up for time slots that fit with their schedule, as well as add any comments on a case-by-case basis.
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Handling individual vs. group signups
Upon signing up, volunteers would specify whether they are signing up as an individual or a group. I introduced a separate “Sign Up as a Group” functionality to better reflect how group volunteers are scheduled and managed differently from individuals, which helps reduce ambiguity during sign-up.
Upon signing up, volunteers would specify whether they are signing up as an individual or a group. I introduced a separate “Sign Up as a Group” functionality to better reflect how group volunteers are scheduled and managed differently from individuals, which helps reduce ambiguity during sign-up.
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IDEATION
Tackling paint point 2: Staff has no centralized database to track volunteer attendance and log hours
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SHOWING VOLUNTEER LIST
Based on user research, staff need a system where they can manage a large database of 50,000+ volunteers.
Based on user research, staff need a system where they can manage a large database of 50,000+ volunteers.
I used a table view (Option 3) instead of cards (Option 1, 2):
❌ Card layouts limited these workflows, as they did not scale well for bulk selection or comparison across many volunteers.
✅ A table view improved the scannability of the information and enabled efficient multi-select and management actions.
I used a table view (Option 3) instead of cards (Option 1, 2):
❌ Card layouts limited these workflows, as they did not scale well for bulk selection or comparison across many volunteers.
✅ A table view improved the scannability of the information and enabled efficient multi-select and management actions.
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TESTING
Continuous refinements were made during agile sprints
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90%
Task completion rate for major flows
Task completion rate for major flows
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75%↑
Increase in score clarity for users, reducing confusion in how to sign up for a time slot
Increase in score clarity for users, reducing confusion in how to sign up for a time slot
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Brought positive anticipation for the launch of the site
Brought positive anticipation for the launch of the site
🏃🏼♀️➡️
Surpassed all initial goals, with addition of scalability and edge cases
Surpassed all initial goals, with addition of scalability and edge cases
DESIGN HIGHLIGHTS
Launching a centralized scheduling and operational platform for the nonprofit
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Giving volunteers control over time slot selection
Giving volunteers control over time slot selection reduces back-and-forth communication and speeds up scheduling. It allows volunteers to sign up at times that work for them while easing the coordination workload for staff.
Giving volunteers control over time slot selection reduces back-and-forth communication and speeds up scheduling. It allows volunteers to sign up at times that work for them while easing the coordination workload for staff.
Records of volunteer attendance and hours
Accurate records of volunteer attendance and hours are critical for both staff operations and volunteers who need verified hours for school, clubs, or work. A centralized system removes manual cross-checking and makes records clear, accurate, and easy to manage.
Accurate records of volunteer attendance and hours are critical for both staff operations and volunteers who need verified hours for school, clubs, or work. A centralized system removes manual cross-checking and makes records clear, accurate, and easy to manage.
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TAKING CARE OF THE EDGE CASE
Admins Modify The Time
By default, all time slot signups will open for the whole day from 10 am - 6 pm (except for Sundays and Fridays, and holidays). On some special occasions, if the admins want to modify the time/date they are open, they can do so with a "Customize Event' functionality.
By default, all time slot signups will open for the whole day from 10 am - 6 pm (except for Sundays and Fridays, and holidays). On some special occasions, if the admins want to modify the time/date they are open, they can do so with a "Customize Event' functionality.
Empty State - Making Negative Positive
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I BUILT A ROBUST AND SCALABLE 0-1 DESIGN SYSTEM BASED ON THE EXISTING BRANDING GUIDELINE
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Testimonials
The successful outcomes of the project
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PRESS RELEASE
I was honored to be featured by Tufts on Facebook, Instagram, X, and LinkedIn for this year-long project that supports real community needs! This experience has definitely deepened my passion for designing for social impact, something close to my heart as a UX designer.
Read more about our work and my contribution in this article link!
I was honored to be featured by Tufts on Facebook, Instagram, X, and LinkedIn for this year-long project that supports real community needs! This experience has definitely deepened my passion for designing for social impact, something close to my heart as a UX designer.
Read more about our work and my contribution in this article link!
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Positive Feedback
"We came in with a general idea of what we wanted, but An and the team really guided us through the entire project. They helped shape the vision by offering insight into what would be most accessible and user-friendly, and they were incredibly thorough, thoughtful, and professional every step of the way. It truly felt like a collaborative partnership, and they made the whole process feel smooth and exciting.”
"We came in with a general idea of what we wanted, but An and the team really guided us through the entire project. They helped shape the vision by offering insight into what would be most accessible and user-friendly, and they were incredibly thorough, thoughtful, and professional every step of the way. It truly felt like a collaborative partnership, and they made the whole process feel smooth and exciting.”
Development & Communications Manager
“We were so impressed by the work the team did. The amount of time, passion, and skill they dedicated to helping our organization is really inspiring. It speaks volumes about their character and commitment to making a difference. We’re incredibly grateful for the opportunity to work with them!”
“We were so impressed by the work the team did. The amount of time, passion, and skill they dedicated to helping our organization is really inspiring. It speaks volumes about their character and commitment to making a difference. We’re incredibly grateful for the opportunity to work with them!”
Development & Communications Manager at Bread & Roses
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REFLECTION
What I learned
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Connect with devs early and often
This was a unique project for me in that I was truly involved end-to-end throughout the production. From the start, I regularly had dev validation discussions with my PM and Tech Lead, which proved incredibly fruitful in uncovering tech limitations that influenced my design decisions. In the past, I've often waited too long to get Engineering's input, which has led to issues or delays further downstream. I felt I did a good job asking all the right questions when I had the opportunity, leading to a smoother process overall. I also maintained an open line of communication throughout the build to clarify any questions, which led to a smooth launch and a refined final product.
This was a unique project for me in that I was truly involved end-to-end throughout the production. From the start, I regularly had dev validation discussions with my PM and Tech Lead, which proved incredibly fruitful in uncovering tech limitations that influenced my design decisions. In the past, I've often waited too long to get Engineering's input, which has led to issues or delays further downstream. I felt I did a good job asking all the right questions when I had the opportunity, leading to a smoother process overall. I also maintained an open line of communication throughout the build to clarify any questions, which led to a smooth launch and a refined final product.
Let research challenge assumptions
Initial design directions were influenced by existing tools the organization was familiar with, such as Google Calendar. However, stakeholder conversations and early user testing surfaced that these familiar patterns didn’t actually reflect how volunteers worked day to day. Being willing to pivot away from a familiar mental model in favor of a flexible design approach helped ensure the final solution aligned with real operational needs rather than perceived assumptions.
Initial design directions were influenced by existing tools the organization was familiar with, such as Google Calendar. However, stakeholder conversations and early user testing surfaced that these familiar patterns didn’t actually reflect how volunteers worked day to day. Being willing to pivot away from a familiar mental model in favor of a flexible design approach helped ensure the final solution aligned with real operational needs rather than perceived assumptions.
Design for scale, even in small teams
Although Bread & Roses is a small nonprofit, they manage a large and growing volunteer base. This pushed me to think about scale early, particularly when designing admin-facing views and data management tools. I was truly involved in the end-to-end process, which requires me to apply rigorous systems thinking skills to my design process.
Although Bread & Roses is a small nonprofit, they manage a large and growing volunteer base. This pushed me to think about scale early, particularly when designing admin-facing views and data management tools. I was truly involved in the end-to-end process, which requires me to apply rigorous systems thinking skills to my design process.