Service Provider Manager Portal
Lead designer of a complete redesign of an existing back office web portal used by Service Provider Managers and their staff. Giving Managers and Service Providers the tools they need to manage the details for each booking and create a seamless service workflow.
The Problem
When I started at Spruce, there was a legacy Service Provider Manager Portal that left much to be desired. This portal is the main tool used by housekeeping managers when assigning Spruce bookings to their team, where they keep track of all booking details, daily schedules, and Provider’s time clocks. With bad UI, broken communication between Providers and Spruce customer support, no mobile web compatibility, and an overall confusing experience, the portal was long overdue for a revamp. The managers and service providers are really the backbone of the company, so this was a project that I felt passionate about and was happy to spearhead.
Our primary goals for this project were to:
Create a more efficient experience for our Managers and Service Providers.
Improve communications between Managers and Customer Support.
Enhance relationships between Managers, Providers, and our partnered properties.
Increase service and customer satisfaction.
Create mobile friendly web designs for Managers out in the field.
Scheduler Page Before
Booking Details Page Before
The Process
The redesign began with a full audit of the existing platform’s functionality, as well as gathering requests from our internal operations team. Using surveys and conducting multiple Manager interviews, I tried to understand how managers and their service providers were using the current Portal, their likes and dislikes, and what would help them most in their every day. I created IA/Site Maps for both the current and future portal to assist in the new information hierarchy structure, a user persona highlighting problems and areas of focus, and various user flows to help improve current features and design a set of net new features. Elevating the UI to help make assigning bookings easier, and providing all necessary information in a clean and concise way, was of the utmost importance.
Leaning on Material Design, a custom design system was created for the portal. By leading multiple stakeholder and engineer design reviews, we stayed as aligned on the outcome as possible. While iterating on designs, engineers focused on small wins for the current Portal.
