Xpanse SAAS Platform

Role

Lead the initiative from conception to final deliverables, coordinated with stakeholders and engineering to develop a feature roadmap and strategy.

Skills

  • UX/UI Design

  • Project Management

  • Collaborative

Tools

  • Figma & Figjam

  • Pen & Paper

  • Google sheets

The Problem

Managing customer accounts on the xpanse platform required a heavy amount of developer resources and time to perform even the most basic of tasks with the product, most taking weeks or even months to complete.

We needed to devote some resources toward building a small set of features that would allow our technical account managers to perform many of the tasks that currently required developer resources.

The Process

It was time to identify the parts of the customer onboarding and management process that would provide the most impact and value.

Identify the primary persona and create a journey map of the user’s current workflow

Identify primary use cases and map those to the product roadmap to prioritize features and services

Create a UX research plan that aligns with the product roadmap feature priority

Define the overall site architecture then create low fidelity prototypes and high fidelity mockups of key screens
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The Work

The contractor’s home page is their agenda, which is where they can view new projects, scheduled projects, and completed projects . Tapping the first project of the day or the button in the lower right corner can initiate the project wizard that takes them through each step required to complete that project.

Once the wizard is initiated, the contractor is prompted with the first step, which is traveling to the customer’s home. When pressing the CTA (I.E. “I’m On My Way”) an automated text message is sent to the customer, letting them know that the pro is on route. It also pulls up directions to the customer’s address via the Contractor’s preferred navigation app. Once the pro arrives they then notify the customer that they are on site via the app.

The Result

Dramatically increased the clarity of the scope, features and priority of the road map for the platform.

Identified and defined the primary personas and core use cases and prioritized according to the product roadmap

Delivered a comprehensive research and design plan for 2022 and 2023

Delivered eight 2-pager proposals with the required features needed to build a comprehensive SAAS platform and integrate the core product pillars