new project setup

 

Sub-Connect

 

Problem

Our users were struggling to get new projects up and going. 

  • The project creation process was long and detailed, and would occasionally dump all progress forcing the user to start over
  • Subcontractors weren't accepting invitations to sign up for the product
  • The user setting up the project wasn't always the user responsible for managing the project
Contextual Interviews Product Adoption Communication
Balsamiq Lucid Charts UX Pin Illustrator
 
 

8 Levels of Setup

Sometimes you can't just can't go back

 Existing multi step project creation process. Included creating project teams and setting policy for permissions, payments, and certifications. It was created with the assumption that all required information would be available at the time of interaction. 

Existing multi step project creation process. Included creating project teams and setting policy for permissions, payments, and certifications. It was created with the assumption that all required information would be available at the time of interaction. 

The new project setup workflow was initially set up to gather all of the important details necessary to get a project moving. What we soon found out thru observation was that this process included steps that might be handled by several individuals in an organization. We also came across a usability bug that would dump all of your progress thru the creation process if you clicked the back button on your browser, or your session expired; Both common occurrences given the nature of the process. 

With this in mind we started to collect assumptions about what project creation needed to accomplish to be successful. We formed the following hypotheses to test

  • The new project creation tool was too complex
  • It did not afford multiple simultaneous participants in its creation
  • It needed to be more responsible with data entered

The many elements in the project creation tool were necessary, but  did not afford the ability to share the process. Though you could save your progress, once engaged, you were going to be busy for quite some time.


What if we oversimplified project setup?

SC-Project-Setup.jpg
basic.jpg

In reality, we only needed to stand up a project instance that we could invite people to. With that in mind, we really only needed a project name.

morebasic.jpg

Result: Users were able to spin up a project in seconds and move on to inviting collaborators immediately.


New platform, who dis?

The construction industry is pretty high tech...sort of

We found that an overwhelming number of our subcontracting users did not open or accept the project invitation email. Thru interviewing these customers we discovered that they were expecting an invite, but they were expecting it to come directly from the General Contractor, not Sub-Connect. We were looking at a simple issue with name recognition and adoption. 

Proposal: Better Communication

We altered the emails we sent out to show the General Contractors email address as the sender. We also built out a Sub-Connect branded email template to introduce our product to them with the known association of the project owner. For everyone else, we provided a pdf that could be printed and included in any analog mailings, such as paper invoices.

Results: increased adoption of the product via Accepted Email invitation.


Learning

  • This process reinforced the need to visit with our users to determine not just what jobs need to be done, but who will be doing them. Our initial research participants were single participant project managers. As soon as we started to expand to larger organizations, our model fell apart. 
  • Not all of the solutions or customer needs will be found in the product or feature your working on. User Experience can extend to all facets of your brand.