Forget about tracking time,
on purpose

SHIPPED OCT 2023

OUTCOME

  • 23% feature adoption

  • 94% feature retention

  • 60% reduction of weekly timesheet edits

  • $3K expansion MRR before launch

BACKGROUND

Location timers and job costing features were two features set to be released as a cohesive narrative in order to drive expansion metrics under the “Address Administrative Toil” strategic imperative.

I was slated to be the designer that developed both these features across two teams in the “Work Smarter” group. Both features introduced new design patterns to Jobber’s product design system: data visualizations and push notifications with actions—both of which required systems documentation.

MY ROLE

  • Conduct discovery and shaping research

  • Facilitate collaborative workshops

  • SME for time tracking and job costing UX

  • In-field product testing

  • Address UX/UI concerns from user and stakeholder feedback

  • Creation of PMM assets for both location timers and job costing individually and as part of a set

OPPORTUNITY

Reduce the cognitive load required to track time entries for people who work in the field

Home services providers using Jobber track their time in order to maintain accurate payroll, invoice billable time, manage labour cost and identify insights from reporting.

We knew from feedback from customers that the process around time tracking was difficult for them; we wanted to know what was going on and how we could improve it.

We reached out to our customers to discuss.

“It’s just the complexity. You got a million things on your mind. You are going from one house to another; you gotta remember to clock in and out; clock in for your drive time and clock out for lunch. It is a big headache for our clean team and our administrators as well.”
— Grace Reynolds, Handmaid Residential Cleaning
“I’m a 42 years old guy and I’m used to the old school time clock. Now my time clock is the phone in my pocket and I’m having challenges mainly because of user error. I forget to clock out for the day and it’s seven at night when I finished the job at three. I’m not even sure how Jobber can help me with it, but I need to get better at remembering.”
— Matt Lee, Root Down Tree Management

APPROACH

Track time automatically for folks in the field so they can focus on what they do best

After a comprehensive look at products in a similar space and facilitating exploratory sessions with engineering, product and design— I put created rapid prototypes to illustrate the direction we wanted to pursue.

I mapped out user journeys for each set permission we would have to support in order to fast track the engineering team and start work on how we could accomplish a system that could start and stop timers for home service providers based on their GPS location data, their client addresses and daily schedules.

EXECUTION

Experimental iOS release for exhaustive testing and feedback

4,000 accounts were able to sign up for “Location Timers” and leave feedback that influenced our next steps.

Overall as we got more confident in the stability of the feature, we sent out a survey that resulted in highly positive results. With this strong signal, we were able to release to our customer base.