Fixsee Vendor App
I was the main designer leading this project in Q1 - Q3 2024 ideating early concepts, running design sprints, presenting regularly to leadership, and delivering final assets for production. I worked with multiple cross-functional teams including product managers, offshore developers, leads from product support, and operation teams.
The Problem
When a resident moves out of a home at the end of their lease, Pathlight needs to rekey the property, perform a thorough inspection, determine what maintenance issue are there, and resolve those issues to ensure the next resident can move into a well-maintained home. However, the current process and tools often fails to provide inspectors with clear criteria and reporting guidelines, resulting in project delays, increased expenses, and resident dissatisfaction.
Business Goals
Reduce Project Costs
Enhance Move-In Readiness
Improve Internal Collaboration
Research
The field project process is complex and involves many interactions. To better understand the teams that participate in this process, their tasks, pain points, and the timeline of events, interviews were conducted with 12 operation teams.
After the interviews, the product team created a timeline of events from when a property is purchased to sold. The teams' tasks and pain points were matched to the timeline to gain clarity on cross-functional collaboration and responsibilities.
Additionally, the team's pain points were also grouped into three categories: people, process, and technology. These pain points were later prioritized to build out the MVP and provided direction for process changes for Operation Teams.
Design - Key Moments
Home page displays high priority notices and scheduled visits for the week; Open works page allows users to see all work orders assigned to them with essential details; Centralized communication between Pathlight, vendor supervisors and technicians,
A turn project contains multiple work orders at a property, given a timeline and dependencies with other vendors for all the repairs at a property.
Following a guided checklist, users can report issues and provide photos to let Pathlight know the property's condition.
UI Iterations
Several design iterations went into each feature. Here is an example of how the UI evolved:
Handoff
Empty, loading, error states, created all banner and notification copy, user flows, and notes for developers.
Usability Testing
I conducted usability testing with 10 users that were either Home Partners' property inspectors or maintenance technicians to identify critical problems and uncover improvement opportunities before release. The participants were prompted with tasks either on the "scope walk" and "turn projects" - which were the 2 most complex flows.
Overall, users appreciated the simplicity, intuitive layout, and process-oriented design, achieving a remarkable 93% task completion rate.
Quote from user feedback
Updates After Usability Testing
Conclusion
In just six months, the Fixsee app reached 95% completion and was nearing release. However, the project was put on hold due to a company merger with a partner organization. Despite this pause, the process of designing Fixsee offered valuable insights and outcomes.
The implementation of a guide checklist was crucial in scaling the design across various workflows, including rekeys, pre-move-in conditions, and quality walks. Additionally, engaging directly with vendor users and operational teams was an eye-opening experience. It allowed me to uncover edge cases, better understand how technology fits into their on-site workflows, and design experiences that are more contextual and relevant.
Overall, this project was a deeply rewarding experience, as it allowed me to think strategically on a broad scale while also focusing on executing the finer details.