The Brief

Project Essentials was a monumental undertaking. Encompassing 8 months a dedicated team of 5 with a support team reaching 30 product experts. Our core team was charged with creating a self-service lite scheduler experience of the flagship product HotSchedules Labor.

The HotSchedules Labor process for converting a lead to a customer could take anywhere from 30-60 days. As the Designer, I was responsible for the entire user experience within the product. To begin our journey we focused on the intake of potential customers. Taking the current process from days to minutes.

The Process

Understand

To understand the full journey, I created a design sprint using the Design Sprint Kit by Jake Knapp. The sprint helped myself and my team understand the pieces needed to create a successful store and onboard the Super User to this store so they can begin scheduling. Our milestone goal on the roadmap at this point was to get the user up and scheduling in under 30 minutes.

Next, I went on to creating wireframes and workflows for this new experience. Aiming at a frictionless experience for a first-time HotSchedules visitor.

Research

Once the frameworks were ready for review, I began the process of vetting the designs by colleagues in the Design department. With more tweaks to the flow, wireframes were tested on in-house testers.

After weeks of work we landed on a successful experience for Intake and began development.

Iterate

Once in the wild, a large need for a mobile intake process was discovered. Originally, this was overlooked due to the non-responsive design of the web application and no mobile capability on budget for our initial launch.

Using the web version, I created responsive examples for tablet and mobile capability. To circumnavigate the inability to access the app via a mobile device, messaging was added on the launch screen to direct the user to a web experience for full functionality.