Service Management Redesign
Creating a business setup process for a busy owner trapped in a chaotic workflow Industry
Roll
Lead Product Designer
Overview
Yocale empowers busy, schedule‑based businesses with trustworthy management software that delivers a true all‑in‑one experience—so there’s no need to open another app. I collaborated across teams to gather user feedback and optimize onboarding and business setup, aiming to create an intuitive platform with a seamless path to business value.
Understanding the Problem
Yocale Core is a directory of business profiles and their availability—from services, products, and packages to staff management. These tools help businesses manage operations online; when the process is complicated, it negatively impacts day‑to‑day workflows. Users often felt lost upon arriving on the platform and frequently stopped at the homepage due to a lack of clear guidance on what to do next. They also struggled to understand the setup flow and how different setups varied from one another.
45%
Of all support calls were related to service setup.
64%
Of new users never returned after their first visit.
2 hours 12 minuets
Was the average time to set up a business.
How might we make Yocale’s setup more intuitive and engaging, so users can discover key features, onboard smoothly, and build trust with the brand?
Information Architecture
Alongside aligning each feature’s inconsistencies with business goals, I refined the information architecture to ensure updated flows align with the navigation redesign.
Design Sloutions
Replace complex, fragmented list views with a standard, easy‑to‑navigate list across all features, following best practices for readability and functionality.
Introduce a multi‑step “Add” flow with consistent patterns across services, products, packages, and providers. This helps managers remember the steps and complete setups faster.
Create a tab‑based “Edit” view that surfaces essential information. A side list allows users to move between sections and compare details quickly and easily.
Takeaway
After rolling out the new service management experience, the impact was clear: support calls dropped by 50%, setup tasks were completed 30% faster, and user satisfaction increased by 25%. These improvements contributed to a 64% lift in MRR.