Service Design
Overview
Complex yet seamless end-to-end journeys across multiple modules, permissions, and devices for SaaS enterprise and startup software.
I have a wholistic approach to product design. I believe it’s critical to understand where the touch points are, what is happening on the back end, communicating between the 2, and serving it to the internal and external users in a cohesive, trustworthy and visually consistent manner.
City Management
At a global SaaS city management startup, I focused on turning broad, unclear use cases into working services that connected residents, city administrators, and builders. The goal was to improve communication and leverage our technology to convert a paper process into a digital task management system.
One example is the “Snag List,” a service blueprint I created at Double GDP. It guides residents through the six-month new home warranty period.
The Service Design Approach
As Lead Designer and Product Owner, I made sure the service stayed consistent and effective from beginning to end by:
Designing practical interfaces and timely notifications for users. This made it easier for residents, builders, and administrators to see the status and next steps.
Setting up a consistent design process using Figma, MUI React components, Storybook, and clear documentation. This sped up frontend development.
Managing the product backlog and worked with the Heads of Product and Engineering to plan sprints and weekly client presentations. This kept the service aligned with technical and business goals.
Strategic Impact
I increased engineering efficiency by 20% by providing the team with thorough documentation and a standard design framework.
I supported all service decisions with field studies, stakeholder interviews, and task analyses to show that the solutions worked in real situations.
I explained complex ideas in simple terms to both stakeholders and engineers, making sure everyone understood the project goals.
Additional Projects
This example is one of many workflows that connected multiple user sets and permissions. As well as connecting the human actions with the system automations.
Private Loan Management
A fintech SaaS startup for managing private loans. Required a desktop app for the Servicer who acts as the loan concierge and separate mobile apps for the Borrower and Lender.
The Service Design Approach
As Product Design Consultant, I made sure the service was consistent across all three user groups and their corresponding apps by:
Designing workflows including notifications and mockups for the MVP of all three apps.
Interviewing and collaborating with the Servicer SME to gather requirements and validate workflow solutions with real loan examples.
Balancing what was needed by a human Servicer and what the system could do automatically.
Strategic Impact
I supported the startup to create a working MVP.
I validated decisions with competitive research, field studies and stakeholder interviews to show that the solutions could potentially out perform the competitors.
I navigated both stakeholders and engineers, making sure everyone was in alignment on scope and realistic deadlines.
Visit the Project
Learn more about this project and what was delivered.