REDESIGN CASE STUDY

Taskflo

Taskflo is designed to help businesses in the home service industry, showcase their real-time location and display customer reviews tied to specific service locations.

The platform allows businesses to leverage local search and customer testimonials to build trust in new customers.

ROLE: SENIOR PRODUCT UX DESIGNER

Sr. UX & visual designer working closely with a team of software developers, product managers, and stakeholders.

  • Prototyping & wireframing

  • End-to-end design process

  • Redesigning design systems

  • UI/UX flows for web applications, mobile, and widgets

  • Conducting user research & advocating for users

  • Presenting to stakeholders and developing strategies

Background & Goals

Streamlining content management

The Taskflo platform was initially designed without input from UX professionals during the development phases. Users encounter challenges in efficiently managing public-facing content, which is crucial because reviews and job management play a vital role in building local trust for smaller businesses. Currently, the system lacks a user-friendly method for quickly identifying relevant reviews and content tasks. Despite being a key feature in the Taskflo job management tool, the review management page is among the least visited due to usability issues

Let’s talk to our

Users and indentifying problems.

Over a month, during the development of another significant release, we collaborated with the customer service team. We conducted interviews with 12 existing users to understand content management pain points. Additionally, we consulted our implementation specialist team. Through this process, I quickly identified patterns and grouped them into three categories for targeted solutions.

With our PM team, we explored how these solutions could seamlessly integrate into the broader product and assessed their impact on the business goals. With strong collaboration from the stakeholders, we were able to create key user scenarios to address the requirement for the MVP product. We aimed to position this project as a global element to tackle similar pain points on other pages within the platform.

New user feedback:

Pivoting ideas and changing directions. 

While developing the next release, we received feedback from existing users expressing concern about the significant changes in the latest update. As Taskflo is relatively new, it marked our first attempt at a scheduled release, resulting in a less-than-ideal experience for less tech-savvy users. Acknowledging this, we delved into the user journey for this release, aiming to significantly enhance the overall experience.

In our discussions, we considered whether implementing a global task/notification system would be the optimal approach, providing a centralized source for all tasks. Alternatively, we weighed the option of focusing on a narrower scope, particularly targeting improvements to the Review Management page. The Job page already featured distinct calls-to-action (CTAs) for task completion, leading to the public-facing widget. Leveraging insights and logic from task management, I concentrated on prioritizing urgent review tasks and introducing custom filters to enhance user discoverability.

The solution…

Quick discovery through Custom Filters

In addition to quick filters, I suggested the concept of 'Most Relevant' to assist users in prioritizing crucial review tasks. Given the best practice of promptly responding to negative reviews, this feature prioritizes high-impact tasks. It ensures that users address negative reviews first, followed by responding to positive ones and ensuring proper job attachment for display on their website.

Results

During internal testing with our implementation specialists and user testing calls, the discovery rate for finding the newest "Need response" review is currently at 85%, indicating room for improvement, particularly in our MVP product.

In the future, we aim to refine the definition of new tasks, extending the timeframe beyond 7 days for better clarity. Additionally, we plan to implement task alert emails to enhance user awareness and engagement, ensuring a more seamless and efficient review management process.

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