Service Channel

April 2021

Workflow Provider Dashboard

Streamline the provider dashboard to manage workflow within the ServiceChannel platform efficiently

Timeline

13 months

Platforms

Web-App,
Responsive Web

My Role

Sole Product Designer

Project Context

Crash Course 101 about Service Channel

Service Channel is a SaaS cloud-based service automation platform for multi-site facility management to help manage the entire process of facilities management, including finding contractors and suppliers.

Service Channel is a marketplace with two primary users: The Subscriber and The Provider. The Subscribers are multi-locations that you commonly know, like, Chipotle, Louis Vuitton, etc. They purchase SC as their facility management software. The providers offer services like plumbing, repair, maintenance, etc.

*SC=Service Channel

Overview

About the Project

Providers couldn’t use the SC Provider dashboard, so
they would call the SC customer center to understand
their workflow and get technical support.

The provider dashboard is needed to better
understand their workflow, updates, client requests,
and access their scorecard. The platform should also
connect them to new opportunities.

My Team

This project was in collaboration with the
Product Manager, Marketing Team,
Customer Success team, and Provider
Manager team, as well as VP of Provider
Products.

Duration

3+ months

The Challenge

Redesign the dashboard with the necessary tasks to help providers holistically manage their workflow without exerting our internal development resources.

If the development source are limited, why did we need this redesign?
‍
‍Service Channel takes a 1.25% fee from every invoice a provider generates through Service Channel, which is a revenue channel.
‍

Solution

Redesigning the provider dashboard has been highly requested by users for years, almost since the start of the company, and it kept getting pushed because of limited development resources. I'm glad I am finally will be able to redesign the provider ALP and help bring efficiency into their workflow.

Old Provider Dashboard

The old provider dashboard wasn’t intuitive & when providers logged in, they failed to understand the work they needed to do.

New Provider Dashboard

The new provider dashboard gives users actionable items and a holistic overview of their work.

Key Features

1. Workflow Management

A dashboard that shows all the most frequent action items in one place to navigate faster and have a high-level summary of the workflow.

2. Marketplace Score

Overall summary of their score to understand how clients see them in the marketplace and show recommendations for Improvement.

3. Invitations from Clients

Showcase prospective clients and potential opportunities with that clients, a way where they can get more work opportunities.

Understanding

Scope

This project has been ongoing for ages. Its redesign has been put off for ages due to limited development resources. When providers would ask for essential features to manage their workflow, Service Channel would implement these low development effort features without accounting for the interaction of the dashboard overall.

Over time, these implementations caused the dashboard to have a tedious, hard-to-navigate experience.

Research

I conducted stakeholder interviews to learn the business needs and scalability of this product. As well as gather all user feedback to help guide me through the designing decisionI have used the research data done previously by my colleagues to understand the tasks needed to be performed by the user and their pain points.

The Challenge#2

The dashboard required many essential features with high development effort; however, our development resources were still limited. How could we then strategically choose the essential features?

Feature
Prioritization

I conducted a feature prioritization workshop with my product manager to prioritize features based on business and user needs.

Exploration

I have peaked on previous concept sketches done by my other peers to understand what ideas have been explored.

I liked the organization of the dashboard and having two sides, but I noticed one critical issue that there was too much information displayed at once, which could increase the cognitive load on the user.

Exploring Different Layouts

Version 1

Challenges

Workflow data analysis was not technically feasible because it would change the back-end architecture of the dashboard.

Version 2

Challenges

Tabs functionality was technically feasible with our constraints, however it failed to provide the user with a holistic overview of their work

High Fidelity

Final version consists of

1. Actionable workflow within the view port
2. A visual hierarchy to decrease mental load.
3. Features that are technically feasible with high impact.

High-fidelity Visual Design

Different Interactions to support developers implementation

Outcome & Takeaways

1. User Adoption rate of 65.38% previously it was only 32.82%.
2. Securing the 1.5% fee that ServiceChannel charge provider due to high adoption rate.
3. Impactful customer feedback on how it affects their workflow.
‍

"Having this detailed home page saves me 30-40 minutes every morning. I remind my technicians to view the homepage everyday to stay organized, the homepage is one of the best improvement to the SC Provider platform”
‍
-DeWayne Durr
BME, National Accounts Relationship Manager

“The new homepage is straightforward and much easier to use. If I need to navigate to WO’s in a specific status I can easily click on the number. I love the new layout because I can see everything I care about in one place”
‍
-Tatiana Enriquez
RESSAC Climate Control, Account Coordinator

Additional Discussions

Points which are not covered but could be worth discussing
‍
1. Evaluation
2. Internal design critiques and feedback
3. Internal design critiques and feedback

Thanks for making it this far.

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