Additional projects
Overview
Not all projects can have a case study...
So here are a few projects that I've worked on as a Product Designer at Jobber, a SaaS-based company that builds a software product for small, home service business owners and their employees.
Enjoy!
Time sheets
As part of a large overhaul of Jobber’s mobile app, I redesigned the Time Sheets page. Based on user feedback, I added a clear Edit button as well as surfacing any notes that were left on a time entry by an employee.
Changes were tested through moderated user tests with 7 Jobber users.
Tasks
As part of a large overhaul of Jobber’s mobile app, I redesigned the Tasks creation, and view pages. Based on a usability audit and heuristics evaluation, I brought more creation inputs inline vs keeping them in separate modals. I also introduced new repeating schedule options which were not available prior to these changes.
The new experience was tested through moderated user tests with 5 Jobber users to ensure the new experience was meeting expectations.
Design thinking training
During after work beers, I met a Sales Enablement Manager and we got to talking about our work and process. After hearing about his work, it was clear that the Design Thinking process could help within the Sales department. I set up a few quick calls to teach him a bit more about the process and very quickly he was able to implement the techniques into his own work.
This change in thinking allowed sales managers to better understand their sales reps’ experiences, especially in terms of sales reps’ training and onboarding experiences.
Since then, I have continued to work with and mentor my Sales colleague when it comes to including more Design Thinking and research practices into his own work.
Activity feed
To help bring more administrative functionality to the Jobber mobile app, our Scrum team built in a new ‘Activity Feed’ to help owners understand what was happening with their business as it was happening. It was important to our users to have a quick and clear way to identify what item was created, submitted, or sent and by whom.
To address this issue, I added each item's identifiable icon along with a clear visual of who performed the action and for what item. I also added more visibility into any notes that were left by the owner’s employees by including the note contents as well as photo/file thumbnails.
Settings
To help give the settings of the Jobber mobile app more structure and align it with a new design language, I worked on redesigning the side navigation panel. The focus of this redesign was to better structure the information architecture of the settings to allow for easier access to account information, customer service chats, and team management.
Search
For far too long, the Jobber mobile app did not have proper search functionality and because of this, it was very tedious for users to find the specific information that they were looking for.
To help address this issue, I worked on designing a search feature that would show users all types of items related to their search query. This way, information would be far less tedious to find.
Along with the items in the search, I also included status labels so that the user had more information upfront and may not even need to actually go to an item’s page to get what they needed.
Research repository training
User research processes at Jobber were relatively immature when I joined the company and I wanted to help our design and product management departments get aligned on how best to store and share research findings. Our company had a number of licenses for a research repository tool called EnjoyHQ but very few people at the company knew how to use it properly or that it existed at all.
I took it upon myself to study up on the tool and understand its ins and outs to become the subject matter expert at the company. From there, I developed clear usage documentation and training materials for the designers and product managers and shared the information out through a number of different channels.
After the training and education sessions, there was an increase in usage of the tool and more research projects began to live within EnjoyHQ.
First-time user experience
Jobber is a complex product and because of that, it can be hard for new users to understand the value that they can get from it.
To help onboard new users and allow them to more easily complete core actions in the app, our team set out to experiment with different first-time-use experiences. One of which was including onboarding tip cards which quickly explained the value of each main object in Jobber.
These tip cards have continued to be used throughout the product to help onboard new Jobber users.
Adding new users
A business owner using Jobber needs to be able to easily add their employees to their Jobber account in order to get the full value of the product. For quite some time, this was only possible from the desktop version of Jobber. Our team introduced the ability for owners to add their employees right from the Jobber app.
To help business owners understand the base permissions their employees would have once invited to Jobber, I included a quick list of the most important permissions employees would and wouldn’t have.
We also added in the ability for owners to add employees directly from their phone’s contact list.
Automatic payments
Business owners having the ability to automatically bill their customers is an incredibly helpful feature in Jobber and one that was only available to set up from the desktop version of the product. This meant that users were missing out on key value to their business and Jobber, as a company, was missing out on payments revenue.
To help address this issue, our team built in the ability for business owners to sign up for and turn on automatic payments directly from the mobile app as they were scheduling in work for their clients.
I focused on making it clear that automatic payments would be applied to the work being scheduled and that the user knew which of their customer’s cards was going to be charged.
New designer onboarding
Right as I started with Jobber, I was told that our design team would be growing fairly rapidly in the coming months. This was a new hiring pace for the design managers and onboarding team. So, being a relatively new hire myself, I started a side project to help the managers better understand what the designer onboarding experience was like.
To do this, I conducted ongoing interviews with 4 new design hires to document what they were feeling, questions they had, and any great moments they encountered in their onboarding.
After gathering my raw data, I analyzed it, uncovered insights, and presented those insights to the design managers and onboarding team. They used these insights to rebuild and reimagine the onboarding experience.
Since that time, 11 new designers have been able to experience an improved onboarding experience at Jobber.
