Provider Dashboard Redesign: Streamlining Workflow Management at ServiceChannel

Transforming a Complex Interface into a Seamless Experience: How We Doubled User Adoption and Enhanced Efficiency for Thousands of Service Providers

Web Design

Redesign

Role: Lead Growth Designer

Duration: 12 Months

Company: Service Channel

Overview

The Workflow Provider Dashboard project aimed to redesign ServiceChannel’s provider dashboard to improve usability and workflow management. The existing dashboard was difficult for users to navigate, leading to inefficiencies and frequent support calls. As the sole product designer, I led the redesign process, collaborating closely with cross-functional teams to deliver a solution that met both user needs and business needs.

The Workflow Provider Dashboard project aimed to redesign ServiceChannel’s provider dashboard to improve usability and workflow management. The existing dashboard was difficult for users to navigate, leading to inefficiencies and frequent support calls. As the sole product designer, I led the redesign process, collaborating closely with cross-functional teams to deliver a solution that met both user needs and business needs.

Problem

The old provider dashboard was unintuitive and hard to navigate, causing providers to frequently contact ServiceChannel’s customer support for help with managing their workflows. This inefficiency not only frustrated users but also impacted ServiceChannel's ability to scale its product offerings effectively. The challenge was to redesign the dashboard to improve usability and workflow management while working within the constraints of limited development resources.

The old provider dashboard was unintuitive and hard to navigate, causing providers to frequently contact ServiceChannel’s customer support for help with managing their workflows. This inefficiency not only frustrated users but also impacted ServiceChannel's ability to scale its product offerings effectively. The challenge was to redesign the dashboard to improve usability and workflow management while working within the constraints of limited development resources.

Solution

I led the redesign of the provider dashboard, focusing on creating a more intuitive, user-friendly interface. The new dashboard featured:

  • Actionable Workflow Management: A streamlined view of frequent tasks, enabling providers to navigate and manage their workflows more efficiently.

  • Marketplace Score: A summary of providers’ performance in the marketplace, with recommendations for improvement.

  • Client Invitations: A feature showcasing potential opportunities for providers to gain new clients.

I prioritized features based on business impact and user needs, ensuring the redesign was technically feasible given the limited resources.

I led the redesign of the provider dashboard, focusing on creating a more intuitive, user-friendly interface. The new dashboard featured:

  • Actionable Workflow Management: A streamlined view of frequent tasks, enabling providers to navigate and manage their workflows more efficiently.

  • Marketplace Score: A summary of providers’ performance in the marketplace, with recommendations for improvement.

  • Client Invitations: A feature showcasing potential opportunities for providers to gain new clients.

I prioritized features based on business impact and user needs, ensuring the redesign was technically feasible given the limited resources.

Results

The project identified promising solutions, with the WO Anomaly Detection feature receiving strong positive feedback. It also underscored the importance of data quality for AI success and saved $480,729 by pivoting early in the development process. This initiative highlighted the need for continuous iteration to create impactful, sustainable solutions.

The project identified promising solutions, with the WO Anomaly Detection feature receiving strong positive feedback. It also underscored the importance of data quality for AI success and saved $480,729 by pivoting early in the development process. This initiative highlighted the need for continuous iteration to create impactful, sustainable solutions.

Project Context

ServiceChannel 101

Service Channel User Flow

Service Channel is a marketplace with two primary users: The Subscriber and The Provider. The Subscribers are multi-locations that you commonly know, like, Chipotle, Louis Vuitton, etc. They purchase SC as their facility management software. The providers offer services like plumbing, repair, maintenance, etc.

Designing for Clarity & Efficiency

We focused on simplifying the dashboard's complexity without sacrificing its power. Key improvements included:

1. Workflow Management

A dashboard that shows all the most frequent action items in one place to navigate faster and have a high-level summary of the workflow.

2. Marketplace Score

Overall summary of their score to understand how clients see them in the marketplace and show recommendations for Improvement.

3. Invitations from Clients

Showcase prospective clients and potential opportunities with that clients, a way where they can get more work opportunities.

Before/ After Re-Design

Research & Explorations

Common Themes that arose in Research

Experimentations Explored

  • First Design Iteration: Complex Analytics + Filtering

  • Second Design Iteration: Tabs/ Side Pannel

Design Trade-offs

Simplicity over complexity .

Chose a simpler design to minimize development time, despite knowing advanced features could better meet user needs.

Standardization over customization.

Opted for standardization to speed up development, rather than customization for specific user needs.

Performance over aesthetic details.

Prioritized system performance, ensuring visual changes didn't negatively impact user interaction and responsiveness.

How Did I have an Impact?

As the Lead Product Designer, my impact in “Workflow Provider Dashboard” include:

Increased User Adoption

I successfully redesigned the provider dashboard, which led to a significant increase in the user adoption rate from 32.82% to 65.38%. This improvement shows that my design effectively met user needs and enhanced their workflow management experience.

I successfully redesigned the provider dashboard, which led to a significant increase in the user adoption rate from 32.82% to 65.38%. This improvement shows that my design effectively met user needs and enhanced their workflow management experience.

Secured Revenue Stream

By increasing user adoption, I helped secure ServiceChannel's revenue stream, maintaining the 1.5% fee charged to providers. My design directly contributed to the company’s financial stability and growth.

By increasing user adoption, I helped secure ServiceChannel's revenue stream, maintaining the 1.5% fee charged to providers. My design directly contributed to the company’s financial stability and growth.

Enhanced User Satisfaction

My redesign received positive feedback from users, who reported saving 30-40 minutes each morning and found the new dashboard much easier to navigate. This improvement in user experience likely led to higher customer satisfaction and retention.

My redesign received positive feedback from users, who reported saving 30-40 minutes each morning and found the new dashboard much easier to navigate. This improvement in user experience likely led to higher customer satisfaction and retention.

"Having this detailed home page saves me 30-40 minutes every morning. I remind my technicians to view the homepage everyday to stay organized, the homepage is one of the best improvement to the SC Provider platform”
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-DeWayne Durr
BME, National Accounts Relationship Manager

“The new homepage is straightforward and much easier to use. If I need to navigate to WO’s in a specific status I can easily click on the number. I love the new layout because I can see everything I care about in one place”
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-Tatiana Enriquez
RESSAC Climate Control, Account Coordinator

Streamlined Workflow Management

I created a more intuitive dashboard that offered actionable workflow management, performance insights through the marketplace score, and opportunities for providers to connect with new clients. This holistic approach to workflow management likely improved overall efficiency for the users.

I created a more intuitive dashboard that offered actionable workflow management, performance insights through the marketplace score, and opportunities for providers to connect with new clients. This holistic approach to workflow management likely improved overall efficiency for the users.

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