Customers - Work Orders | Shopmanager SaaS Platform

My goal was to revamp ShopManager’s Customer Capture process to make it faster and more intuitive for service shops, helping them save time and avoid costly errors when handling work orders.

Project Goals:

Increase Efficiency: Shorten the time it takes for shops to capture customer information and complete work orders.

Improve Data Accuracy: Minimize mistakes in data entry to cut down on rework and potential revenue loss.

Simplify Usability: Design an interface that’s easy for everyone to use, even for those new to the system.

Challenges & Requirements: Through initial research, including visiting shops and interviewing users, I uncovered key issues: entry times were too long due to unnecessary steps, error messages were unclear, and users were struggling to navigate cluttered fields. These insights helped me shape the requirements, focusing on streamlining steps, reducing cognitive load, and adding helpful feedback throughout the process.

My Approach:

User Research & Journey Mapping: I started by mapping out the customer journey, understanding each step from the user’s perspective. By identifying pain points, I was able to cut out redundant fields and streamline the flow, which made the process faster and easier.

Design & Prototyping: I created wireframes and high-fidelity prototypes in Figma, working closely with end users to get feedback at every stage. This helped me make sure the design was user-friendly and worked well in real-world settings.

Building with Consistency: To keep everything consistent, I designed reusable components that fit seamlessly into ShopManager’s existing design system, making it easier for future updates and maintenance.

Testing & Iteration: I led usability testing sessions with real users, refining the design based on their feedback. Each round of testing brought new insights that helped me polish the final version.

Results:

45% Faster Data Entry: By simplifying the workflow and adding helpful features like auto-complete, shops were able to capture information much more quickly.

30% Higher Task Completion: Improved layout and clearer error messages meant users could finish tasks more smoothly, with fewer frustrations.

Significant Cost Savings: With a 60% reduction in errors, shops saved around $30,000 monthly by reducing rework and boosting productivity.

This project was a great example of how thoughtful design and collaboration can make a real impact. I’m proud of how the final product not only met business goals but also made everyday tasks easier for the people using it.