Mapping Invoicing Workflows at Jobber
2024
Jobber is an operations management software for home service businesses. Used by 200K+ businesses in more than 60 countries.
As the first project for a newly formed team, I led a comprehensive workflow mapping initiative to analyze how service providers utilize Jobber's payments and invoicing automations in their daily operations. This uncovered product pain points and improvement opportunities.
My role: user interviews, secondary research, analysis, synthesis.
Goals
Lay foundations for the work in a new team
With no recent work on invoicing and clear feature gaps compared to industry standards, management established the new team to address these challenges. One of the first initiatives happening in parallel, workflow mapping was a way to gain insights into existing service provider processes, and identify how Jobber fits (or not) into them. It was one of the corner stones for developing a shared understanding of the product in the team first, and a future vision second.
Approach
User interviews
Together with the product manager, we interviewed service providers about their estimating, invoicing, and payment collection processes, as well as how they integrate Jobber into their workflows.
Existing customer feedback analysis
Additionally, I also analyzed already existing customer feedback from the previous six months, which helped identify the most pressing user concerns.
Insight synthesis
Lastly, I organized and visualized research findings to facilitate easy sharing within and outside the team, and provide a clear direction for our vision and roadmap development.
Outcomes
Clearer picture
The workflow mapping gave valuable insights and shared understanding of existing features, customer pain points, improvement opportunities, and positioned the team well for future work. Workflow maps also proved a valuable resource for other teams working on problems adjacent to invoicing and payments.
Unfortunately, further work was postponed due to changed priorities and the team was moved to other areas of the Jobber product.