Due to restrictions, we couldn't directly interview service providers. Instead, we conducted brainstorm sessions with managers, Service Administrators, and call center staff to gather insights. We focused on understanding users' frustrations, desires, and needs.
Pain Points
Confusing setup process for availability
Difficulty identifying zones and Service Administrators for configuration
Uncertainty about optimal availability settings
User Needs
A straightforward, intuitive method to set up availability
The ability to add, edit, and delete job slots
An easy way to update zones, dates, jobs per window, and cutoff times
Future Wants
Guided onboarding for new users
AI-recommended templates
Advanced editing capabilities, including multi-edit options
Due to restrictions, we couldn't directly interview service providers. Instead, we conducted brainstorm sessions with managers, Service Administrators, and call center staff to gather insights. We focused on understanding users' frustrations, desires, and needs.
Pain Points
Confusing setup process for availability
Difficulty identifying zones and Service Administrators for configuration
Uncertainty about optimal availability settings
User Needs
A straightforward, intuitive method to set up availability
The ability to add, edit, and delete job slots
An easy way to update zones, dates, jobs per window, and cutoff times
Future Wants
Guided onboarding for new users
AI-recommended templates
Advanced editing capabilities, including multi-edit options
Thinking through what we needed to focus on, we prioritized user goals and improvements with the product and engineering teams:
Simplification of Complex Tasks: Focused on streamlining the availability setup process.
Technical Considerations: Ensured compatibility with existing systems and design constraints.
User-Friendly Design: Developed a clear and simple interface for users of all levels.
After many discussions with the team, we made some key decisions of what was needed for our MVP.
Zone Selection: Allow users to specify the zone they are setting up availability for.
Slot Management: Enable users to add, edit, and delete daily slots by week.
Detailed Scheduling: Set start/end times, job window lengths, and cutoff times.
Calendar Views: Provide different views (day, week, month) for better schedule management.
I started out with brainstorming on FigJam and figuring out user flows, and sketched a few ideas on my notebook. Next, I put together some low-fidelity wireframes to discuss with my team.
Thinking through what we needed to focus on, we prioritized user goals and improvements with the product and engineering teams:
Simplification of Complex Tasks: Focused on streamlining the availability setup process.
Technical Considerations: Ensured compatibility with existing systems and design constraints.
User-Friendly Design: Developed a clear and simple interface for users of all levels.
After many discussions with the team, we made some key decisions of what was needed for our MVP.
Zone Selection: Allow users to specify the zone they are setting up availability for.
Slot Management: Enable users to add, edit, and delete daily slots by week.
Detailed Scheduling: Set start/end times, job window lengths, and cutoff times.
Calendar Views: Provide different views (day, week, month) for better schedule management.
I started out with brainstorming on FigJam and figuring out user flows, and sketched a few ideas on my notebook. Next, I put together some low-fidelity wireframes to discuss with my team.
I collaborated with other product designers to align our design patterns, gather feedback, and share insights. Although we had a design system, there were use cases where we needed to create new components for our internal tools.
While advocating for some process changes, I had to adapt to the limitations of the legacy platform. I initially designed a very customizable availability set up process, but ultimately had to scale back for the MVP version since we were on a tight schedule. After talking to development and product management, some of my design suggestions would have required a lot more time and effort to build.
I made a list of ideas, considerations, and notes for the future, so that our brainstorming would still be documented when the team was able to prioritize it.
After a few iterations, design and stakeholder feedback, I created a prototype to share with my team, along with detail annotations on the Figma file so that they would be prepared to build the first MVP version.
I collaborated with other product designers to align our design patterns, gather feedback, and share insights. Although we had a design system, there were use cases where we needed to create new components for our internal tools.
While advocating for some process changes, I had to adapt to the limitations of the legacy platform. I initially designed a very customizable availability set up process, but ultimately had to scale back for the MVP version since we were on a tight schedule. After talking to development and product management, some of my design suggestions would have required a lot more time and effort to build.
I made a list of ideas, considerations, and notes for the future, so that our brainstorming would still be documented when the team was able to prioritize it.
After a few iterations, design and stakeholder feedback, I created a prototype to share with my team, along with detail annotations on the Figma file so that they would be prepared to build the first MVP version.
We shared our work with leadership and stakeholders, and received positive feedback. Since my contract was ending, we weren’t able to conduct user testing. If time allowed, I would have pursued moderated user testing with service providers or the managers who worked closely with them. Alternatively, I would have utilized UserZoom for unmoderated user testing, a method I've successfully employed in the past.
This project reinforced the importance of balancing user needs with technical constraints. Working within the limitations of a legacy platform taught me to be resourceful and flexible, ensuring that the design improvements were both impactful and feasible. Moving forward, I've learned the value of asking specific technical questions early on in the design process. This will help me better anticipate potential constraints and collaborate more effectively with developers to find creative solutions within those boundaries.
After the redesigned availability process was launched, my Product Manager reported that Service Administrators and Service Providers had positive reactions. They described the new process as "so easy and so simple" to use. They particularly appreciated the new feature for deleting specific days, and found the system so intuitive that "they didn't need to create trainings" as users "could figure it out by looking at it."
The redesign of the availability setup process for ServiceBench successfully addressed key pain points, offering a more intuitive and user-friendly experience. The positive feedback from Service Administrators and Service Providers affirmed the effectiveness of our approach. In the future, further enhancements, such as guided onboarding and AI-assisted scheduling, could continue to refine the user experience.
