A snapshot of my contributions
Discovery: Interviewing stakeholders, investigating customer feedback
Collaboration: Arranging and running product & developer meetings
Design: Figma, Prototyping, high-fidelity designs
Feedback: Analyzing post-launch customer feedback in Pendo

Timeframe: 3-4 months

Empathize: What is the problem?

One of my product-design assignments while working at ECI was an upgrade for the very popular manufacturing SaaS software product, JobBOSS². Thousands of job & custom metal shop customers using the platform needed a way to see:

• Real-time job statuses
• Visual-cue indicators for at-a-glance insights
• Centralized job-project details

Define: Deeply understanding the problem.

The customer feedback I received and the product discovery research I did showed me that our customers also wanted less repetitive status checks that required them to drill deeply into individual records. They wanted to save time & costs, and reduce errors through efficient data availability and visualization.

Ideate: How can we solve the problem?

Product, engineering and our design team synthesized customer feedback in multiple meetings over the course of a few weeks, discussing potential solutions to this issue. In Figma, I created a few different scenarios of how we could solve this issue. I made sure to include our product and engineering teams, working closely with them to make sure we were committing to a desirable as well as a viable solution.

Prototype: Show an MVP that can solve the problem.

To do this, I designed & prototyped a solution to show the product team what was possible and to give the engineering team reference files to follow when building the new feature.

Test: Do real users feel like this would solve the problem?

We did receive positive feedback & usage statistics from our user feedback channels in Pendo after launching the new feature. Future feedback and refinement is planned for this feature via customer touchpoints; such as idea submissions, interviews & observations, as well as Pendo insights.

Outcome:

All of this work elevated the user experience in the product, allowing customers to stay on top of their production needs. You can read more about the upgrade here.

Extras:

You can also read more in this article about why well-designed UX matters in job shop software.

Tools used: