Lessen - Property Services, Simplified.
At Lessen, I oversaw user experience and development of new features in Command Center, Lessen's centralized web app used to create and manage all property management projects.
Change Orders
Field Project Managers and Project Supervisors required a streamlined solution for modifying approved scopes of work with precision and ease. Enter Change Orders—an intuitive platform empowering users to seamlessly add, remove, or edit existing line items while ensuring full visibility into the financial ramifications, thus safeguarding the project from unintended setbacks.
Crafting a new Change Order is a straightforward process, guiding users through a focused sequence of steps. Users can choose from a curated list of reasons for the modification, indicate if client approval is necessary, and even have the option to upload line items from an existing file. Once the Change Order is initiated and line items are incorporated, users gain access to crucial margin data, both at the Change Order level and in terms of its impact on the project's overall margin.
Role
Lead Designer
Tool used
Figma, Zeplin, Miro
Problem Statement
Accurate insights into project cost and revenue are crucial for Lessen to effectively manage our financials. Creating a change order currently involves up to 47 steps and is prone to errors or missing information. Simplifying the creation and management of a change order will help decrease margin losses as well as drastically improve the efficiency of Project Supervisors and Field Project Managers.
User Feedback
Primarily import line items using .csv but the Scope Import Template needs refinement including changes to SKUs.
Description is important but often overlooked so some details are added to CO/Scope names.
Line item categories (rooms) are messy and prone to error.
Users are required to upload a file prior to moving to Approved, even if file was already uploaded.
No visibility into internal/external COs without clicking into detail view.
PS are using a 3rd party tool for photo upload even though feature exists in platform at line item and category level.
Removing a line item from the scope via change order should reflect as null finiancial metrics rather than negative amounts.
All yield info should reflect project level rather than individual change order level.
Materials field on line items is confusing.
Cost codes are often missing from FPM/client data and must be selected manually for each line item.
Line item selection/remove from scope is tedious.
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Ideate
I began this project by documenting the user interactions we knew we needed in a user flow diagram, to better understand the big picture of the feature.
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Wireframe
Initially, the proposed creation of a Change Order was a simple modal with all fields in one view. This was intended to expedite the flow, to allow internal users to create Change Orders quickly.
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High Fidelity
Based on user and stakeholder feedback, I landed on a focused, stepped wizard experience. In this case, the biggest concern to the stakeholder was accuracy above speed.
Living Scope
Living Scope is a comprehensive project overview that seamlessly consolidates all line items, encompassing both the original scope of work and any change orders, regardless of approval status.
Previously, users were required to click into each individual Change Order and Scope to compare line items. With Living Scope, users can effortlessly access a unified view of all project line items with just a glance
Financial Cards
Users of the Command Center expressed growing concern over the accuracy of financial snapshot data, stemming from past calculation errors and complex formulas.
To address these concerns, I revamped the Financial Metric component, simplifying the data presentation and introducing hover cards. These hover cards provide clear definitions of financial metrics and, in some cases, reveal the formulas behind the calculations, fostering trust and clarity.
This update was implemented across 30 different metric card types spanning 6 different views within the Command Center interface.