Introduction
The Lessen platform connects property owners to a nationwide network of vetted professionals for renovation, maintenance, and turn services. It's trying to take an outdated model of phone calls and emails and a paper trail and turn it into a digital platform that will be easy to track and maintain for all parties.
Background
Lessen has 4 main products: Lessen service Pro App/Website, Lessen Field Project Manager App, Lessen’s Internal Hub Command Center, and Lessen Client Portal. Each control a different experience and controls the client's project from the beginning request for a renovation all the way to the end when a service pro uploads an invoice. Lessen has made the process fast and easy.
Who are our users?
Lessen Pro App/Website - Plumbers, Construction companies, Electricians, Roofers, Cleaning services, Etc., basically, any company that can or will work on a property is using the Pro App to manage and track work. There are also different roles ranging from an Owner of the company that can control if they accept or decline a project, assigning technicians, and even submitting invoices. Technicians have a limited view of only seeing what they are assigned and what needs to be done on a work order. The supervisor role is mainly a website role where the user is in an office and assigning work, tracking work, and submitting invoices to Lessen.
Defining the problem
After the launch of the first version of the Lessen Pro App and interviews with Service Pros, their feedback on sorting and filtering work orders was that it was a bit disconnected from the work orders and may confuse the user after setting the filters they could not easily see how the filters were set on My Jobs and would have to go back to the filter popup.
Also, users felt that it needed to be more intuitive, assigning was a big complaint where users wanted a better way to sort if someone was assigned or allow them to select Technicians. The Service app needs a quick and easy way to sort by appointments or completion dates and filter multiple variables such as Time, Status, and what techs are assigned to the work order.
Success looks like
The design will employ a horizontal scroll filter bar and buttons that will allow the user to select the specific filter. Most of the filters will use a bottom sheet, but the assignee filter will use a full page over since the user may have a large number of technicians to scroll thru. Similar designs have been used on Gmail App and Jira to help users filter what they need.
Process
Discovery
- Stakeholder and customer interviews
- Synthesize existing research data
- Stakeholder and customer interviews
- Synthesize existing research data
Define
- High-level Problem statement
- Metrics for success
- High-level Problem statement
- Metrics for success
Design
- Key workflow paths
- Journey map
- Create lofi wireframes
- Key workflow paths
- Journey map
- Create lofi wireframes
Test
- Testable lofi prototype and if possible test with a small user group
- Gather user interviews & survey feedback
- Testable lofi prototype and if possible test with a small user group
- Gather user interviews & survey feedback
Refine
- Refine lofi wireframes
- Present to Stakeholder lofi wireframes and feedback and establish a set flow
- Create hifi screens and testable prototypes if possible
- Testable hifi prototype and if possible test with a small user group
- If needed refine final designs based on feedback
- Refine lofi wireframes
- Present to Stakeholder lofi wireframes and feedback and establish a set flow
- Create hifi screens and testable prototypes if possible
- Testable hifi prototype and if possible test with a small user group
- If needed refine final designs based on feedback
Deliver
- Upload hifi mockups into Zeplin and hand them off to developers
- Testable hifi prototype
- Write up annotations for behaviors and accessibility notes in zeplin
- Support developer's user stories during the coding and bug-bashing phase.
- Upload hifi mockups into Zeplin and hand them off to developers
- Testable hifi prototype
- Write up annotations for behaviors and accessibility notes in zeplin
- Support developer's user stories during the coding and bug-bashing phase.
High-Fidelity Designs and Design System
At this stage in the project, our flow and paths have been finalized and set. With both users and stakeholders agreeing to the lofi wireframes and flow we can now move forward in creating our High Fidelity mockups and use existing components within our design system library. If at this point we feel that we need a new component, we would create that component and submit to the internal design guild and add it to the design system library. With The sort and filter, it was required that I create a new set of buttons and add more variants of a button sheet with Pills and radio buttons.
Adding this to the design system will allow us to continue to use the component throughout our native apps and make the experience more consistent.
