Waste Management Builders & Trade Partners
Multi-tenant SaaS platform offering waste management services for residential construction, allowing builders to order services and trade partners to perform and track services. The platform helps to optimize operations and supports three user types; Client Booking, Jobs Management and Admin/Dispatch.
Multi-tenant SaaS platform offering waste management services for residential construction, allowing builders to order services and trade partners to perform and track services. The platform helps to optimize operations and supports three user types; Client Booking, Jobs Management and Admin/Dispatch.
My role–Design Architect & Project Lead
Two Paths from Registration
At registration and signup, users are guided to user-specific content and experiences on iOS & Android,
based on whether they are Trade Partners looking for jobs or Clients looking to book services.
based on whether they are Trade Partners looking for jobs or Clients looking to book services.
Admin / Dispatch
Dispatch and Scrap-it administrators use a desktop experience to perform daily tasks, dispatching and client booking.
Clients also have a desktop experience alongside a native mobile app.
Clients also have a desktop experience alongside a native mobile app.
Process
Taking a Human Centered Design approach, I led the team through the full cycle–Empathy, Define, Ideate, Prototype, Test.
Crafting an overall strategy and project plan to share and track with the greater team was a key first step.
Crafting an overall strategy and project plan to share and track with the greater team was a key first step.
Assumption Smash!
A series of research and discovery activities were conducted to build a strong foundation of empathy and understanding that ultimately led to requirements and user stories. Assumption Smash was the first workshop conducted in-person during the kickoff to break the ice.
Interviews–Stakeholders, Clients, Trade Partners
We conducted a series of interviews with stakeholders, trade partners and builders, each transcribed and curated in Dovetail–which allowed us to capture the conversations and data points to further synthesize and create themes out of pain-points and feedback.
We then constructed an Interview Highlight Canvas along with video highlight reels and a spreadsheet that contained the usable data.
Persona Workshops
We moved onto another in-person workshop where we crafted proto personas that later become the basis for all other research.
Persona artifacts were quickly shared out with the product team–and encouraged that printouts be hung up around the office.
Empathy Maps
We quickly built empathy with the Builder and Admin personas to greater understand their situational perspectives.
Ethnographic Research
Our team visited the Scrap-it office to learn about their process and business operations. We then visited a developing community to observe and conduct field research on how Trade Partners went about their day collecting and disposing waste at the construction site. Taking time to understand the pains-points of both trades and office staff gave us incredible insights and influenced design decisions.
Journey Maps
We conducted a journey map exercise for the Trade Partner persona and created the sharable artifact. The client loved it so much they asked for another workshop and artifact for the Client Builder persona.
Value Prop Canvas
Next came Value Proposition workshops and artifacts we later crafted for the Research Readout. VPCs help us understand the tasks or jobs needed to be done, the pains and gains, and how we can relieve some of those pains and create more gains.
Service/Operations Blueprint
To wrap up discovery, we conducted a Service Blueprint Workshop to understand operations and technologies being deployed that aligned with the Trade Partner journey. We crafted a beautiful blueprint artifact that detailed the gaps and opportunities around business operations.
Feature Prioritization & Design Roadmap
We conduct several feature prioritization workshops for each persona which helped form the design roadmap. Opportunities, tasks and features were collected from all previous workshops and tracked with feature definition cards and labels on the matrix cards for both feature category and workshop reference.
Design System & Component Library
First, an Alpha Style-guide was designed, laying out typography, color palette, logo and brand guides. We then proceeded to a component library based on Material Design, including dark and light modes, and design a few custom components to complete a robust design system.
User Flows & Wireframes
Simultaneously we designed user-flows and wireframes for the experiences based on three main personas. We started with the registration flow that was designed to give users a choice of two paths on signup–Trades or Client UX.
Prototyping & Testing
Next we prototyped registration and core job management flows and conducted user-testing sessions to validate the experiences.
High-fidelity Screens
The final design was implemented in Figma complete with a design system and component library. The design team continued to partner with engineering and product teams to ensure design consistency.
