Context

My goal is to champion UX for growth

Global SaaS for streamlined contractor management – workforce, documents, safety, assets, clients, projects

As a Product Designer, my main goal was to ensure smooth communication between administrators and field workers in projects involving scheduling, timesheets, data collection, and project management features. I was a key player in making smart decisions and boosting efficiency for Engineering and Product teams.

Leading design for two Engineering teams, I collaborated closely with Project Managers, Quality Assurance teams, sales, and CSMs, I managed the entire design process from research to product release support.

I mainly designed for two user groups: office administrators (web app) and field workers (mobile hybrid app).

Let me walk you through some projects:

EFFEctive
COMMUNICATION

MY TASKS

👉 Managing business requirements
👉 Research
👉 User flow
👉 Prototype
👉 Usability test
👉 Visual design
👉 QA with engineers

MY TEAM

👉 FE Engineers (Syd)
👉 BE Engineers (Syd)
👉 PM (Syd)
👉 QA Engineer (Syd)

CONTEXT
Previously, we had the SMS module split into 3 sections: outbox, inbox, and compose. The customers send text messages without any indication if the message was really sent or when a reply came back. It created a communication gap between the dashboard and field worker users. The office admin had to take on the mental load of remembering to check if a text response had been sent or received.

MY PROCESS
1️⃣ I analyzed 29 customer requests related to SMS

2️⃣ I interviewed +6 customers to understand the problems they were facing.

3️⃣ Conceptualised a prototype

4️⃣ Run a usability test with 5 participants to validate the user experience and the solution

5️⃣ Documented insights

6️⃣ Design the design system from scratch based on Material UI react components (with accessibility)

7️⃣ Created high-fidelity designs

8️⃣ Implemented data tracking to measure success

OUTCOMES
SMS is now a key tool for real-time communication between the field and the office, we’ve brought this front and center. SMS can be sent and received in real-time, from any part of the web app. The messages can be sent to individual workers and groups. The customers are satisfied with the changes below:

• Instantly communication

• Meaningful error messages for users.

• Bulk SMS to individual workers or groups.

• Support message templates

• Support linking messages to a unique user ID, so if the user changes their phone number, we do not lose message history.

“This is a huge step forward!”

– Shel from American Asphalt

BUSINESS IMPACT
Growth Alongside the recently released Activity Feed, this new SMS view highlights our position as a real-time field-to-office communication platform to improve the on-site operational efficiency

Adoption For existing customers, having SMS front and center, particularly incoming messages, will increase the use of Assignar as a messaging tool between site and field. 

EFFICIENT DATA COLLECTION FROM THE FIELD

MY TASKS

👉 Managing business requirements
👉 User flows
👉 Prototype
👉 Usability test
👉 Mobile designs (reusing existing screens)
👉 QA with engineers

MY TEAM

👉 FE Engineers (Syd)
👉 BE Engineers (Syd)
👉 PM (Syd)
👉 QA Engineer (Syd)

CONTEXT
We had many customers with more than 700 questions within a single form.

For one particular client, they had 118 questions repeated multiple times hidden based on conditional questions to accommodate a variable number of workers, assets, materials, and so on.

This exponentially increased the time to build forms, added to the scrolling on the mobile app, and reduced user satisfaction with our platform.

MY PROCESS
1️⃣ I analyzed 155 customer requests related to forms.

2️⃣Concluded that 27 customers required improvements on forms, and they wanted to be able to add multiple answers to a group our questions.

3️⃣ I interviewed+3 customers to understand their process, and pain points and analysed their current forms

4️⃣ I ran a usability test with a high-fidelity prototype with 5 customers to validate the risks of reusing the current old UI, as we had to deliver this feature faster

5️⃣ Documented insights

6️⃣ Assist the developing designs with devs

7️⃣ Implemented data tracking to measure success

OUTCOMES
Question groups offer a range of benefits, spanning both easier setup of forms and simplifying the process of responding to forms, making it much easier and quicker to configure questions. Fieldworkers and Office managers now can:

• Setting up forms with repetitive sets of questions is much easier

• Expand/collapse in the app makes completing a form a nicer experience

• 'Multiple' answers enable users to add as many responses to a group as needed and reduce the need to set up conditional questions

“Joyce, Adam K., and team on your new form features. Congratulations. I’m doing a quick show and tell with our team today at noon, :D”

– David from Workzone

BUSINESS IMPACT
Retention There was a perceptive increase in the number of long forms submitted and a reduction of the form set up by 43% for office managers who build long forms.

Growth This highlights our position to become a platform with easier setup and flexibility in regards to collecting data on-site with efficiency.

Assignar INTERNAL TRANSFORMATION

SKILLS
👉 Timely releases
👉 Managing stakeholders
👉 Improving process

Improving the product team process

CONTEXT
In a dynamic startup environment with multiple initiatives, the team struggled amid feature flags, releases, and bugs. Frustration grew as some features lacked attention, leading to a significant backlog and underutilized work.

MY PROCESS
1️⃣ Thorough analysis I identified incomplete features lingering behind flags, some with unresolved bugs for over a month.

OUTCOME
With only a single Jira board for development, I implemented a comprehensive process to enhance visibility for both Engineering and Product teams. The new pipeline, structured around the feature life cycle, provides clarity on work in progress, releases, and client-specific feature enablement. It also highlights blocked features and reasons, aiding prioritization.

We fostered a sense of ownership among Engineers, emphasizing weekly releases to streamline focus on fixes and blockers. During planning, I introduced discussions on Success Metrics to align the team on the purpose and expected success for every initiative we undertake."

Engineers takeaways: