Saving construction workers up to 3 hours per week
Increasing the speed and efficiency in which users search and manage their permits.
What was the goal?
Our users were complaining constantly to the Customer Success team that it was nearly impossible to find their permits. Sometimes these permit listings could list up to 120 permits in one list.
Worse still, when users tapped on a card to view the details of the permit, then realised its not the correct permit then go back, they'd be taken all the way back to the beginning/top of the list. It was literally driving them insane. Check out the final design for mobile (video embed)
What was delivered and how
I worked end-to-end as the sole designer on this project - and was responsible for all UX/UI such as discovery, user research, design, prototyping (iterative) and creating final polished design. I then worked closely with Dev on both the mobile and desktop apps to bring the new designs to life. Design System: MUI / Material.
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Timings: 2 weeks end-to-end
Results
"I came back from my break and saw Claires permit designs up on the big screens, we were all celebrating because its going to save us at least 2-3 hours a week - each!"
Stephen Clifford | Site Manager
Defining the Problem
Previous UI (clunky, frustrating and dated)
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​Old UI was dated and clunky (done by an external agency)
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Users who used red/blue permits usually located them on paper via their colour - no way of showing them in this system
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Navigating their listings was confusing and problematic
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The really important information wasn't presented
"I can't tell you how much we needed those red and blue permits in there, what a relief we can get to permits now in a matter of seconds, before it took forever!"
Dave Edwards | Site Manager
Results
Ideation - How Might We...?
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I worked on a few 'How Might We..?' ideas, with the Product Manager (including how might we integrate designs into a new design system MUI)
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Made a couple of iterations after a few chats internally
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Prepped the designs ready for user testing
User Testing
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Tested with 18 users (first round) within just 4 days - with zero budget (quick 20-30m Teams calls)
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Launched an internal survey to involve the wider team / stakeholders
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Several users stated that they waste around 2-3 hours per week searching for permits, and that this was their biggest pain point
I tested with 18 user's within 4 days, with zero budget
Iterate, Retest, Finalise
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Finalised the UI based on feedback/testing
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Shared internally (design and dev review)
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Retested with 5 users to validate final UI with positive responses
After testing with users I ended up completely moving away from the original designs, even though they looked great, they wouldn’t have solved any problems
Redesigned the desktop app
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Redesigned the web listings to mimic the same information architecture
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Ensured the printed permit PDFs also consisted of the same structure and treatment
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Redesigned the permit template builder to incorporate the changes
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Worked closely with Dev to bring the designs to life
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Launched
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Instantly received lots of positive feedback from customers
Results
The daily complaints made to Customer Success stopped as soon as we launched
Results
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Users can now find a permit in a matter of seconds rather than wasting 2 hours per week
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No more complaints received via CS
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Hotjar rage clicks reduced to near zero
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Larger bolder summary text and red/blue strips being the main factors for spotting permits on both platforms
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Key takeaway: Without testing, we would have wasted a ton of time building something that didn't solve the problem
