Lighthouse - 2018
Lighthouse 360
Lighthouse 360
Create estimates, manage jobs, adjust schedules, collect payments and track teams.
Create estimates, manage jobs, adjust schedules, collect payments and track teams.
Product Design
Product Design
Product Design
Research
Research
Research
Usability
Usability
Usability
Problem to solve
As a field service business it is important for teams that a re on the field and in the office to schedule, create invoices and process payments while on job.
As the business grows, scheduling becomes significantly more complex. Paper-and-pen invoices and payments cannot keep up with the operational needs. In fact, manual interactions took time away from focusing on the customers.
Mobile and desktop application that allows teams to control their business from anywhere – and without the paperwork. In just a few clicks they can quickly create estimates, manage jobs, adjust schedules, collect payments and track teams.
In addition, access to customer and job information at their fingertips which will enable the teams to provide a personalized service.
As a field service business it is important for teams that a re on the field and in the office to schedule, create invoices and process payments while on job.
As the business grows, scheduling becomes significantly more complex. Paper-and-pen invoices and payments cannot keep up with the operational needs. In fact, manual interactions took time away from focusing on the customers.
Mobile and desktop application that allows teams to control their business from anywhere – and without the paperwork. In just a few clicks they can quickly create estimates, manage jobs, adjust schedules, collect payments and track teams.
In addition, access to customer and job information at their fingertips which will enable the teams to provide a personalized service.
Approach
Approach
Research
• Competitive review
• Field visits
• Contextual enquiries
• Personas
Research
• Competitive review
• Field visits
• Contextual enquiries
• Personas
Design
• Informed brainstorming
• Information architecture
• Sketching & design alternatives
• Wireframes & interactive prototypes
Design
• Informed brainstorming
• Information architecture
• Sketching & design alternatives
• Wireframes & interactive prototypes
Evaluate
• Moderated usability tests
• Unmoderated (User zoom) tests
Evaluate
• Moderated usability tests
• Unmoderated (User zoom) tests
My contribution
During the research phase, I conducted competitive reviews on service applications and semi-structured interviews with potential users like office managers and field agents. I contributed to the persona generation and customer journey mapping design artifacts to support the findings.
During the ideation phase, I modified and developed my ideas into a couple of final concepts. I then advocated for collecting user feedback, which helped us narrow our ideas down. I contributed to the information architecture design, user flow, and was responsible for creating the wireframes for the mobile app using Sketch. I then created an interactive prototype using InVision.
Finally, I moderated several usability testing sessions using the prototype I created, and led the discussion of deriving design implications from the data with my teammates.
During the research phase, I conducted competitive reviews on service applications and semi-structured interviews with potential users like office managers and field agents. I contributed to the persona generation and customer journey mapping design artifacts to support the findings.
During the ideation phase, I modified and developed my ideas into a couple of final concepts. I then advocated for collecting user feedback, which helped us narrow our ideas down. I contributed to the information architecture design, user flow, and was responsible for creating the wireframes for the mobile app using Sketch. I then created an interactive prototype using InVision.
Finally, I moderated several usability testing sessions using the prototype I created, and led the discussion of deriving design implications from the data with my teammates.
During the research phase, I conducted competitive reviews on service applications and semi-structured interviews with potential users like office managers and field agents. I contributed to the persona generation and customer journey mapping design artifacts to support the findings.
During the ideation phase, I modified and developed my ideas into a couple of final concepts. I then advocated for collecting user feedback, which helped us narrow our ideas down. I contributed to the information architecture design, user flow, and was responsible for creating the wireframes for the mobile app using Sketch. I then created an interactive prototype using InVision.
Finally, I moderated several usability testing sessions using the prototype I created, and led the discussion of deriving design implications from the data with my teammates.
Run business anywhere
An iOS/Android app that will enable the user to not only access schedules and estimate jobs but also create and update a new job in a few minutes anytime, from anywhere.
An iOS/Android app that will enable the user to not only access schedules and estimate jobs but also create and update a new job in a few minutes anytime, from anywhere.
Easy payment and invoice
Quick and convenient process lets the user collect payments from the customers at the job sites. In just one click, the application converts a job to an invoice.
Quick and convenient process lets the user collect payments from the customers at the job sites. In just one click, the application converts a job to an invoice.
Get repeat business
Makes it easy for all members of your team to see the details of their next job. Provide the team complete customer information including previous jobs and notes, raise and provide digital invoices, and allow them to automatically send appointment confirmation emails and thank you notes.
Makes it easy for all members of your team to see the details of their next job. Provide the team complete customer information including previous jobs and notes, raise and provide digital invoices, and allow them to automatically send appointment confirmation emails and thank you notes.
Research
The versions were built using a combination of data from ride-along and product call interviews with marketing essentials and service task customers.
Domain research
To better understand the problem space, the team conducted a competitive analysis. For the competitive analysis, we focused on scheduling, invoicing and financial transaction products for the general population.
Interviews
The team conducted semi-structured interviews during the ride-alongs with office assistants to 1) gain insights from experts and 2) dive deeper into the problems field agents encounter while in the field, office assistant encounter when they are talking with the field agents and customers and finally customers who schedule, check the invoice and finally pay for the job done.
Key takeaways
Keeping tabs on who is working on what jobs, where they are at any given moment are the top 2 priorities for an office manager.
Access all of the customer’s information in a singular platform, from contact information to quotes to invoices.
The versions were built using a combination of data from ride-along and product call interviews with marketing essentials and service task customers.
Domain research
To better understand the problem space, the team conducted a competitive analysis. For the competitive analysis, we focused on scheduling, invoicing and financial transaction products for the general population.
Interviews
The team conducted semi-structured interviews during the ride-alongs with office assistants to 1) gain insights from experts and 2) dive deeper into the problems field agents encounter while in the field, office assistant encounter when they are talking with the field agents and customers and finally customers who schedule, check the invoice and finally pay for the job done.
Key takeaways
Keeping tabs on who is working on what jobs, where they are at any given moment are the top 2 priorities for an office manager.
Access all of the customer’s information in a singular platform, from contact information to quotes to invoices.
Design alternatives
Along with Product owner, I ideated and whiteboard / sketched out ideas and finalized main functionalities for each feature.
Along with Product owner, I ideated and whiteboard / sketched out ideas and finalized main functionalities for each feature.
Wireframes and user flows
I created userflows and interaction if required. It helped the engineers and the product team understand the flow better.
I created userflows and interaction if required. It helped the engineers and the product team understand the flow better.
Client testimonials
The research team conducted advisor and Wealth Management Professional research to drive the roadmap and feature definition phase. These are the key insights:
The research team conducted advisor and Wealth Management Professional research to drive the roadmap and feature definition phase. These are the key insights:
“We can see who is working on what jobs, where they are at any given moment. It’s really great.”
Michael B / Maids on a Broom
“Switching over to the app saved us a lot of time, and a lot of money, and it has been the best piece of technology for our business in 18 years.
We absolutely love it! ”