Company: Jobber | Role: Senior UX Designer
My Role
In my role as a Senior UX Designer at Jobber, I have consistently prioritized user needs and accessibility, ensuring alignment with business objectives. I have championed platforms that enhance user surveys and user interviews, facilitating deeper user insights.
Collaborating closely with cross-functional teams, I've played a key role in redesigning processes and conducting experiments to boost user engagement and retention, trial rate, ultimately, conversion rates. My expertise in UX has been guiding marketing strategies, where I've provided insights based on extensive research and experience. In terms of product development,
I have created comprehensive journey maps, wireframes, mockups, and prototypes. Additionally, I have led the creation of a scalable and intuitive design system, imparting my knowledge in design principles, structure, and accessibility, further enriching the development process.
The Impact
• Improve KPIs: Achieved an average of 16% increase for bottom/top-funnel pages and a 34% rise on mobile platforms.
• Testing and Optimization: Strategize and ideate for A/B testings and multi-armed bandit experiments, delivering superior variant performance with up to 96% confidence.
• Design System Implementation: Initiated Jobber’s design system for efficient web development and brand consistency, collaborating with brand and development teams.
Case Study:
Industrial Page Template Case Study
The Business Goal
Industrial Page Template Case Study
The Business Goal
•Top Funnel Focus and SEO Optimization:
The primary objective of the project was to revamp Jobber's industry pages, with a focus on improving user engagement and conversion rates. Given that these pages are top funnel focused, a key aspect of the redesign was to:
1. Provide users with relevant information and value
2. Optimize them for search engine visibility
3. Ensuring Jobber's features are prominently highlighted and accessible.
• Success Metrics:
The primary objective of the project was to revamp Jobber's industry pages, with a focus on improving user engagement and conversion rates. Given that these pages are top funnel focused, a key aspect of the redesign was to:
1. Provide users with relevant information and value
2. Optimize them for search engine visibility
3. Ensuring Jobber's features are prominently highlighted and accessible.
• Success Metrics:
User Experience, User Engagement, Trial Rate and Conversion rates
The Challenges
The Challenges
Initial Performance Issues: The existing industry pages suffered from low engagement and high bounce rates, signaling a need for a strategic redesign.
Lack of Feature Understanding: Research indicated that users, primarily home service business owners, and managers, struggled to understand and visualize the value of Jobber's features from the existing content.
Target Users
The target audience for this project was business owners and managers in the home service industry. These users are typically looking for efficient, user-friendly software solutions to streamline their operations, grow their businesses.
The target audience for this project was business owners and managers in the home service industry. These users are typically looking for efficient, user-friendly software solutions to streamline their operations, grow their businesses.
UX Process
Persona Identification: Developed personas representing typical users - home service business owners and managers - to guide the redesign.
User Flow Mapping: Mapped out the user journey on the existing pages to identify key interaction points and drop-off areas.
User Insights and Pain Points: Conducted stakeholder interviews, gathered feedback from customer representatives, and used mind mapping techniques.
Identified a key pain point: users' inability to understand and visualize how Jobber's features could be integrated into their workflow.
Competitors Research: Analyzed competitors like Service Titan and HouseCall Pro to understand their approach to feature presentation. Identified the pros and cons of these approaches and how they related to Jobber's positioning.
Product Makering Research: Collected research and insights from the Product Marketing team, which had conducted a survey to gauge the understanding of home service business owners and managers regarding Jobber's software features. A key finding from this survey was their limited knowledge about the functionality and application of these features in their daily workflows. Many users were unable to visualize the practical benefits of the features based solely on their names and descriptions, identifying this as a major pain point.
Product Makering Research: Collected research and insights from the Product Marketing team, which had conducted a survey to gauge the understanding of home service business owners and managers regarding Jobber's software features. A key finding from this survey was their limited knowledge about the functionality and application of these features in their daily workflows. Many users were unable to visualize the practical benefits of the features based solely on their names and descriptions, identifying this as a major pain point.
Translating Pain Points into Solutions: Recognized the need to help users visualize the practical application of features in their workflow. Building the connections between features and home service workflow.
The Solutions
• Workflow-Feature Alignment: Re-aligned the presentation of features to correspond directly with typical user workflows.
• Accordion Format Design: Introduced an interactive accordion format, placing feature descriptions and feature images alongside corresponding workflow steps.
• Call-to-Action (CTA) and Mobile Optimization:
Strategically placed CTAs for trial downloads to increase conversions.
Optimized the design for mobile users, minimizing scrolling and enhancing engagement.
getjobber.com/industries/lawn-care-software
The Impact
• User Engagement Increase: Significant rise in user engagement rates, backed by heat-map analytics showed specific activities noted in the accordion section.
• Reduction in Bounce Rate: The redesign led to a lower bounce rate due to more relevant and accessible information.
• Increase in Trial Rate: Notably, there was a 14% increase in trial rates after the redesign.
• Improved User Understanding and Visualization: Users reported a better understanding of how Jobber's features could be utilized in their workflows, leading to increased efficiency and automation in their processes.